Consumer Scotland Director of Policy and Advocacy Douglas White said:
“We welcome the opening of an investigation into Royal Mail’s record on missed delivery targets.
“Delays to postal services can cause significant problems for consumers including missed medical appointments and late legal documents, benefits decisions, government communications and bills.
“We have also seen further rises in the price of stamps during the past 12 months, meaning that consumers are now paying even more for a service that is falling short of what it is required.
“It is vital that this investigation leads to real and effective change in Royal Mail meeting its obligations to consumers.
“The investigation comes as Ofcom is considering proposed reforms to the universal postal service. It is essential this process delivers significant improvements in the quality of service consumers receive, while also ensuring that postal services are affordable and provide good value for money.”
Background
Under Ofcom rules Royal Mail is required to meet specific delivery performance targets across the whole financial year, excluding the Christmas period.
Royal Mail has acknowledged that it did not meet its performance targets in 2024/2025 and Ofcom will consider whether to impose a financial penalty.
In December 2024, Ofcom fined Royal Mail £10.5 million for failing to meet its first and second class delivery targets in 2023/2024 and in November 2023 it fined Royal Mail £5.6 million for failing to meet its targets in 2022/2023.