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Post policy research

Left behind: The need for affordable mail redirections

29 Mehefin 2022

New research shows that mail redirections are becoming increasingly unaffordable. People on low incomes who can’t afford this basic service are at risk of losing their post and experiencing harm.

Citizens Advice Consumer Work Plan 2022/23

28 Ebrill 2022

This work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2022/23.

Post - the state of the sector in 2022

10 Mawrth 2022

Review of the state of the postal sector at the start of 2022. Looks at trends across letters, parcels and post offices over the past 3 years. Draws on Citizens Advice client data, surveys and analysis.

Gaps in the network: Impact of outreaches and temporary closures on post office access

28 Ionawr 2022

In the last 10 years, we’ve seen a significant increase in the number of temporarily closed post offices and part-time outreach services. Our comprehensive qualitative and quantitative research shows the detrimental impact on consumers from these trends, particularly those who rely most on the post office network to access essential services. Urgent action is needed to ensure the network really is convenient and easily accessible to everyone.

Parcels league table

24 Tachwedd 2021

Citizens Advice’s first annual parcels league table, ranking the largest five parcel delivery companies across various metrics such as the number of customer problems, accessibility, and customer service.

Sorry we missed you

29 Gorffennaf 2021

How pressure on delivery drivers impacts outcomes for parcel delivery

Citizens Advice Consumer Work Plan 2021/22

13 Gorffennaf 2021

This work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2021/22.

Millions without mail

24 Medi 2020

Our latest research finds that millions of people face significant harm because they don’t have access to their post. The consequences include missed healthcare appointments, missed employment opportunities and huge debts built up in people’s names without their knowledge. This particularly impacts marginalised groups in society such as homeless people and survivors of domestic abuse.

Parcel companies need to support at-risk groups during the Covid-19 pandemic

2 Ebrill 2020

Citizens Advice has issued a briefing for parcel companies on how they can support at-risk groups during the Covid-19 pandemic. It's vital that contact-free deliveries are accessible and that's why we're asking parcel companies to do 2 things to improve accessibility during this crisis.

Parcel Complaints Journeys

16 Medi 2019

Parcel delivery is an increasingly central part of the retail experience. But when things go wrong, it can be hard to fix them.

Supply and Use of Parcel Pick Up Drop Off Points in Great Britain

3 Gorffennaf 2019

Parcel pick up, drop off points are convenient external locations where consumers can send and receive parcels. But they aren't used to their full potential. Many people don't know about them, haven't been given the chance to use them or can’t access them. This should change.