The future of the Universal Service Obligation
21 November 2023
This paper sets out how we can future-proof the USO and truly make it work for those it is there to protect.
Post policy research
Parcels League Table 2023
16 November 2023
This year’s parcels league table shows widespread issues across the parcels market. All parcel companies score under 3 stars.
Citizens Advice consumer advice and advocacy annual report 2022-23
14 June 2023
How our advice and advocacy work helped support people during a very challenging year for many.
Citizens Advice Consumer Work Plan 2023/24
06 June 2023
Post - the state of the sector
09 March 2023
Review of the state of the postal sector at the start of 2023. Looks at trends across letters, parcels and post offices over the past year. Draws on Citizens Advice client data, surveys and analysis.
Citizens Advice letter delays research
10 January 2023
Citizens Advice is the statutory consumer advocate for postal consumers in England and Wales. Citizens Advice commissioned a nationally representative weekly survey to explore the scale and consequences of letter delays across the United Kingdom from October 2022 to January 2023.
Parcels league table 2022
18 November 2022
Citizen Advice’s second annual parcels league table finds widespread issues across the parcel market for the second year running
Left behind: The need for affordable mail redirections
29 June 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 advice and advocacy annual report 2021-22
14 June 2022
In a year which has seen us go from pandemic to a cost of living crisis, we’re setting out the ways we’ve helped people across consumer advice and advocacy.
Citizens Advice Consumer Work Plan 2022/23
28 April 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 March 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.
Citizens Advice response to Ofcom’s proposed Plan of Work 2022/23
17 February 2022
Citizens Advice welcomes this opportunity to respond to Ofcom’s proposed plan of work for 2022/23.
Gaps in the network: Impact of outreaches and temporary closures on post office access
28 January 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.
Consultation: The Citizens Advice Draft Consumer Work Plan 2022/23
21 January 2022
We are consulting on our annual consumer work plan for 2022/23. Please provide any comments to consumerworkplan@citizensadvice.org.uk by 15 February 2022.
Parcels league table
24 November 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 July 2021
How pressure on delivery drivers impacts outcomes for parcel delivery
Citizens Advice Consumer Work Plan 2021/22
13 July 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 September 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.
The post office network is at crunch point - investment is needed now to ensure survival
10 September 2020
The post office network is at crunch point. The government should invest in post offices at the upcoming spending review to fix the cracks in the network and allow them to deliver greater social value.
Banking on it: How well are post offices delivering cash and banking services?
30 July 2020
Our research finds use of Post Office banking has doubled in the past 3 years. Although standards are largely good, there are some significant problems and we’re recommending a range of improvements.