Consumer Scotland statement after Ofcom fines Royal Mail £10.5m

Regulator acts after Royal Mail fails to meet delivery targets.

Consumer Scotland has responded to the decision by Ofcom to fine Royal Mail for missing delivery targets.

Consumer Scotland Head of Post Grace Remmington said:

“It is unacceptable for Royal Mail to be once again missing its delivery targets at a time when the price of post has risen sharply.

“Consumers across Scotland depend on the postal service for vital communications, including sending letters to government departments, local authorities, banks, the health service and solicitors.

“Failing to meet the required service standards risks harm to these consumers - and all consumers are entitled to the service they pay for when sending mail.

“We welcome the latest action by Ofcom, but the regulator must ensure Royal Mail addresses these failings to ensure the postal service is reliable and affordable for all users in future.

“This is particularly vital for those who are most dependent on postal services including consumers with a disability or long-term health condition and consumers who live in rural and remote communities.”

Background

Consumer Scotland is the statutory advocacy body for consumers in Scotland. As part of its role it is the levy-funded advocacy body on postal services for consumers in Scotland.

A recent Consumer Scotland report on the Universal Postal Service found that for communications which were not personal, sending letters to business and public services such as government departments, local authorities and banks remain important for consumers, with 31% of letters sent being identity documents.

The price of a first class stamp has more than doubled over the past five years, from 70p in 2019 to £1.65 from October 2024. Consumer Scotland research found that even before four price rises across 2023 and 2024, consumers in Scotland were experiencing challenges in the affordability of postal services.

Ofcom previously fined Royal Mail £5.6m for failing to meet its first and second class delivery targets in the 2022/2023 financial year.