Tag Archives: Royal Mail Head Office

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

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“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?

ROYAL MAIL – they REALLY don’t know what they are doing ……see previous 2 posts to make sense of this one!

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I finally got around to popping into the area Sorting Office, because I also went to the Library yesterday.  (Our local library closed earlier this year – another of the cuts forced on us unwillingly)

After my phone call to the office on 6 December, I had meant to phone back for more information, but I got busy that week, and didn’t have a great deal of faith that I’d get any answers.  I also hoped that I’d catch my local postie and ask what was happening – AND that Royal Mail “customers services” would reply with more than repeated requests for the post box number – no update on that conversation is yet available!

So I was in the area, and felt I really should make the effort.  Glad I did.  The guy on duty told me why they didn’t know anything about the change in the collection times, because ……

THEY HADN’T BEEN TOLD!

Nor had they been the ones that changed the notices on the post boxes, he only found out about it when he was on his rounds,  and met the guy from Merthyr Tydfil who was touring the post boxes on the instructions of Head Office.  (I forgot to ask him how many boxes in what areas were involved – but he was busy and people were coming in to collect parcels.)

EVEN MORE INTERESTING …..

was the fact that having put up the notices, apparently Head Office changed their minds and realised that Christmas was on the way, and that any disruption to collections might affect the public – so in fact, normal collections are continuing.

Which explains why, when I was in the pet shop the other day, watching people blithely posting their letters without a glance at the 7am last collection notice, the guy who runs the shop told me that in fact he’d seen collections at all times of the day, including the old 5pm van collection.  (See the picture in the 6 December blog of the notice on this box)

UNFORTUNATELY FOR ME …..

I believed what I saw on my local box, and if I’d known that I DIDN’T NEED TO  believe what the notice said,  I would have posted my letters there, with the stamps on, got my paper and gone home.  Until yesterday, I still believed what the notices said, so have avoided posting anything in my local box, and told many of my neighbours not to post anything there either, as their letters would be delayed.

HOWEVER – BEGINNING IN JANUARY  THESE CHANGES WILL APPLY……

And no doubt unless someone from Head Office reads this blog, no one will either apologise for putting up the notices early, or think that maybe it would be a good idea to put a sticker on the boxes affected to alert people to the changes.

The reason the changes are being made is – wait for it – you really couldn’t guess, could you –

TO SAVE MONEY…..

Apparently they are cutting the hours and the less hours –  the less pay ……so the idea is that Post Boxes with low volumes are to be collected by the local postie during their delivery round, and so the last collection times from those boxes will be early in the morning.

Post Boxes with larger volumes will still be collected later in the day by the usual van,  which will actually pass by these low volume boxes on their round, but miss them out!  A great saving of time and petrol eh!

And what do you bet, that by the time this scheme has been running for a while, almost no one will post any letters in the low volume post boxes, so Royal Mail will have a perfect excuse …….

for getting rid of hundreds of Post Boxes!

If any ROYAL MAIL SHAREHOLDERS are reading this, this is the kind of privatisation you invested in – do you agree with it?  Are you happy to take your dividends and watch our beloved national service be decimated by an ineffective private management, who goes whinging to the government that they can’t cope with competition,  and will need more money to keep the service going, whilst making sneaky cuts, and not telling anyone about them?