Dramatic rise in post complaints

'IT'S lost in the post' is an adage that seems to be ringing true as the number of complaints about post in the region continue to rise.Figures released by Postwatch East of England reveal that 1,094 complaints about the postal service have been received in the past year, the majority of which were about letters and parcels that were lost or did not turn up on time.

'IT'S lost in the post' is an adage that seems to be ringing true as the number of complaints about post in the region continues to rise.

Figures released by Postwatch East of England reveal that 1,094 complaints about the postal service have been received in the past year, the majority of which were about letters and parcels that were either lost or did not turn up on time.

Between April, 2001, and March this year, Postwatch received 147 complaints in the IP postcode area and secured £2,365.07 in compensation for these customers from Royal Mail.

Postwatch, the watchdog for postal services in East Anglia has also revealed it has successfully secured £22,830 for customers from Royal Mail as a result of these complaints.


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The figures, relating to April 1, 2001, to March 31, 2002, have been revealed in Postwatch's first annual report.

Royal Mail has set itself a target to deliver 92.1 per cent all first class mail by the next working day, but Postwatch find these delivery promises are falling short, with only 88.7pc of first class mail in and around Ipswich reach its destination on time.

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However, nationally, the postal service achieves 98.3 pc of second class mail delivered within three days against a target of 98.5pc.

An Evening Star investigation in April last year also revealed targets were not being met when only 90 of 100 letters posted in London arrived the following day. Meanwhile, in another investigation conducted by the Star in the IP area a month later, only 75 out of 100 letters arrived on time and only three out of 15 posted in Ipswich.

A spokeswoman for Royal Mail said: "We deliver millions of items of mail each day in eastern England and the 1,094 complaints received by Postwatch needs to be seen in that context.

"Of course, any complaint is one too many and Postwatch, as in this instance, are using complaints to gain headlines and promote themselves.

"That Postwatch promoted a recent meeting in Cambridge as the chance for customers to complain to them in person and no-one turned up, however, could demonstrate that most people have no issues with the postal service they receive."

She added: "Of course, we are not complacent and are working very hard on delivering even better services to customers.

"In almost all of our operational areas in eastern England we are meeting or beating the targets set down in our licence, with more than nine out of 10 first class letters delivered on time, and where we are not, action plans are in place to put things right."

n If you have a view, good or bad, on the postal service, write in to Evening Star Letters, 30 Lower Brook Street, Ipswich Suffolk, IP4 1AN or e-mail eveningstarletters@eveningstar.co.uk.

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www.postwatch.co.uk

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