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Citizens Advice responds to Royal Mail's new mail redirection prices

22 February 2019

Citizens Advice has responded to Royal Mail's new mail redirection prices announced today. 

Last year,  the charity revealed households with different surnames were being unfairly charged more. 

Gillian Guy, Chief Executive of Citizens Advice, said:

“We are disappointed to see Royal Mail increasing the cost of the mail redirection service for many, after we exposed that families with different surnames were being penalised. This is merely shifting the cost to others while Royal Mail still profits.

“Given people have no choice where to buy their redirection service from, we expect the regulator Ofcom to be seriously concerned about these changes as this important service needs to be affordable.

“The price of Royal Mail’s monopoly service has already increased dramatically over the last seven years. Royal Mail should at least allow customers to spread the cost in monthly installments.”

Notes to editors

  1. Citizens Advice is made up of the national charity Citizens Advice; the network of independent local Citizens Advice charities across England and Wales; the Citizens Advice consumer service; and the Witness Service.

  2. Our network of charities offers impartial advice online, over the phone, and in person, for free.

  3. We helped 2.6 million people face to face, over the phone, by email and webchat in 2017-18. And we had 25 million visits to our website. For full service statistics see our monthly publication Advice trends.

  4. Citizens Advice service staff are supported by more than 22,000 trained volunteers, working at over 2,500 service outlets across England and Wales.

  5. Citizens Advice is the statutory consumer advocate for postal services.

  6. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.