Oh dear, there is nothing more Royal Mail can do: they can’t tell me when the change in collection times are being implemented!

Standard

“I can’t believe it” 

For those of you who read yesterdays blog, and the very reasonable set of queries I sent them,

this is Royal Mail Customer Services Reply!  Banner-template-email-receipt

Thank you for your further email.

I am sorry to learn that you are dissatisfied with my colleague’s previous response.  Unfortunately, there is nothing further I can add to what my colleague has already stated.

In the circumstances and in line with our Complaint Handling Process, may I respectfully suggest that you contact our Escalated Complaints Resolution Team, quoting your reference number xxxxxxx to escalate your complaint.  The Escalated Complaints Resolution Team can be contacted via email at:  customerresolution@your.royalmail.com. Alternatively, you can write to: Escalated Customer Resolution Team, Royal Mail, PO Box 466, PLYMOUTH, PL9 7HJ.

For further details regarding our Complaint Handling Process, please visit our website by following this link: www.royalmail.com/personal/help-and-support/how-do-I-make-a-complaint.

ALL I REALLY WANTED TO KNOW

Is what time the collections are at my nearest postbox

and whether it was worth using it!

Do I really have to escalate a complaint to find that out?

6 responses »

  1. hi Bevinne – actually this kind of attitude is unusual, especially when its about something so fundamental as getting your letters posted. The issue is that the privatised Royal Mail is busy changing the rules because they want to make more profit for the shareholders. They seem to have gone round secretly putting up notices on the post boxes that I presume they want to get rid of, and changing the collection times, and not apparently even telling the people who are supposed to empty them – see my first post of this subject : https://julzcrafts.wordpress.com/2014/12/06/does-anyone-know-what-royal-mail-is-doing-it-seems-that-i-missed-the-7am-collection-from-my-local-post-box-or-did-i/ – it should at least, make you laugh!

    Thanks for your comment.

    Like

  2. I do like the line – you FURTHER email – what??? You’ve watched “Mr. Prime Minister” right? This all reminds me of that. 😉 The bureaucracy of the British is very deep. 🙂 We in America can call our local Post Office and ASK questions and even speak to the head honcho … 😦 Sigh – but it’s getting worse every year. God bless and I hope you have an answer soon. Maybe stake out the post box and see when they empty it? On ours they list the times of pick up … maybe yours does too? 🙂

    Like

  3. yes, and I really don’t know why they found it so difficult to answer me in the first place, the repeated questions about the box number had the feel of “lets get rid of her, cos we don’t want to let on what we’re doing”, and when I asked the sorting office, it seemed that they didn’t want the local postmen to know either – strange eh?

    Like

  4. I absolutely agree with you! That’s why I put their replies up, because it was becoming a farce. Did you read yesterday’s blog? You will see its been going on for a month!

    Liked by 1 person

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