Pete vs the Royal Mail – Part 1
Calm down dear… it’s only a blog post.
Those who know me well, know that one of my pet hates is poor customer service. I admit it – it drives me nuts. It also drives me to make a complaint, and to keep complaining until I get a result.
Since January, I’ve been in dispute with Royal Mail, and a letter from them today has me bouncing off the walls. I’m venting my frustration on those poor souls who read my occasional blog posts, mainly because the cat just doesn’t understand the formal complaints process.
In a nutshell, after moving house a year or so back, I told the Royal Mail that I’d moved, and to redirect my business post to the new address. They wrote to confirm the change, and all should have been well.
It transpires that all was not as well as expected, and for months, my mail’s been bounced as “gone away”. I paid a visit to the local delivery office, to be told that Head Office hadn’t notified them of the change, and they’d fix it. A call to Head Office in Plymouth confirmed that a mistake had indeed been made, and they’d get back to me.
In due course, a letter arrived confirming that the delivery office didn’t know about the change of address until I went in. This is true… but unhelpful, as I knew that.
So, another phone call. “Oh dear”, she said, before agreeing that the letter was inappropriate. “Leave it with me”. Nothing.
With phone calls getting me nowhere, I wrote a letter (after all, perhaps Royal Mail like getting letters, and the revenue from my stamp). It was the reply to this letter that got to me today.
Again, I’m told that the Delivery Office weren’t told until January this year, despite Royal Mail’s letter in March 2010 confirming the new details. Then:
“Having reviewed the details of your claim, my manager and I feel that our colleague dealt appropriately with your complaint. Therefore I cannot change the original decision or take any further action”.
So, a business mail service paid for in March 2010 has never materialised, I’ve lost lots of mail, Royal Mail’s admitted the error, but they won’t do anything about it and have closed the matter.
This is gonna be fun.
I’m already at phone call number 4, letter number 3, email number 1 and Stage 3 in the official complaints procedure. Apparently, the next step is the Postal Review Panel, then the Postal Redress Service.
Wish me luck!