Citizens Advice responds to Royal Mail quality of service update

Responding to Royal Mail’s quality of service update, published today, Morgan Wild, Interim Director of Policy at Citizens Advice, said:

“Royal Mail has failed to meet its targets for the last four years. With questions now raised about both the future ownership of Royal Mail and its obligations to consumers, it’s more important than ever Ofcom sorts this out.

“We’re seriously worried about the future of our postal service. Despite routine investigations by Ofcom and fines for Royal Mail, these penalties are simply becoming the cost of doing business. They’re certainly not resulting in the much-needed improvement of its service.

“What’s more, in the current review of Royal Mail’s Universal Service Obligation (USO) we’ve seen very little commitment from either Royal Mail or Ofcom to tackle this properly. Instead, all proposals pave the way for a slower and more expensive postal service, which consumers will bear the cost of. Ofcom and the government must spell out how the revised USO will deliver for the millions who rely on it, not just for Royal Mail’s prospective new owners.”