• Compensation payouts revealed for Royal Mail customers

        • British Online Marketplace, OnBuy.com, has analysed findings from Royal Mail, to discover the number of complaints and amount of compensation that had been paid out for different issues regarding their service in the financial year of 2017/18 (01/04/2017 – 31/03/2018). 

          OnBuy found that ‘lost’ letters and parcelsgenerated thehighest amount of complaints, at an astonishing 257,366in 2017/18 – the equivalent of 705 ‘lost’ complaints each day. Thereafter, ‘other’(complaints that did not fit into a defined category) accounted for the second most complaints at a grand total of 168,836.

          ‘Denial of receipt’received the third highest numberof consumer complaints at 134,712– an average of 369 ‘denial of receipt’ complaints every day to Royal Mail. Fascinatingly, ‘denial of receipt’saw the highest rise (51%)in complaints comparedto the previous financial year of 2016/17, where there were 89,219 cases.

          At the other end of the scale, ‘general complaints’were the lowest at 18,723. It alsosaw the biggest fall (24%) in complaints when in contrast to 2016/17, where there were 24,771 ‘general complaints’. Just slightly above, ‘damage’ to the contents of deliveries had 41,850 complaints – a 9 rise rise from the year before (2016/17 = 38,378 ‘damage’ complaints). 

          Overall, from the 11 complaint categories considered within this research, Royal Mail received a total of 1,022,212 complaints from customers in 2017/18.  

          Focusing on compensation - from the 257,366 ‘lost’ complaints, 73 per cent (188,188)were paid compensation equating to at an astronomical figure of £4,272,693. ‘Delay’relating to any deliveries, had the greatest proportion of complaintstransition into them being given compensation. Out of 67,191 complaints, 80 per cent were paid compensation (53,452)in 2017/18.  

          Despite ‘denial of receipt’ (134,712 complaints) and ‘P739 failure’ (93,131 complaints) respectively having the third and fourth highest number of complaints, only 2 per cent of Royal Mail customers for each problem (‘denial of receipt’: 2,288 paid and ‘P739 failure’: 1,514 paid) were rewarded compensation.

          Cas Paton, Managing Director of OnBuy.com said, “the boom in online shopping over the last decade has increased the dependence of businesses and consumers on postal service and courier companies. With that has come a developed expectation for them to provide a reliable and speedy delivery network. This though, is not always the case. This research certainly demonstrates that various issues and faults can occur within the various stages of delivery. Whilst this is unfortunate, it’s good to see established companies such as Royal Mail offer their customers the opportunity to claim compensation when these mishaps do occur. Looking into the future, as companies seek to offer more ambitious and instantaneous shipping options such as same day delivery, they must do so only if they have the adequate resources and infrastructure. Otherwise, they face the risk of customer dissatisfaction and the occurrence of more complaints.”

        • Stay up to date - Click here and register for FREE OEN online membership and enjoy unlimited access to a host of benefits including the exclusive members area of the website, downloadable business tools, current and back issues archive, priority breaking news alerts, weekly e news summary and the OEN app

        • Related Articles

        • Quadient enhances customer communications management solution

          Quadient enhances customer communications management solution

          Friday 7th Feb 2020 by clareb
          Quadient has announced the general availability of Quadient Inspire R14, the most feature-rich version to date of Quadient’s customer communications management (CCM) solution.  The platform offers more than 1,100 enhancements and new...Read More...
          Neopost changes name to Quadient

          Neopost changes name to Quadient

          Tuesday 24th Sep 2019 by clareb
          Neopost is changing its corporate business name to Quadient.  As customer expectations continuously evolve, customers expect immediacy and simplicity. The new branding strategy reflects the company’s dedication to helping clients better c...Read More...
          Jiffy increases bubble line capacity

          Jiffy increases bubble line capacity

          Wednesday 10th Apr 2019 by clareb
          Jiffy Packaging has announced its latest investment, a new bubble film extruder, that will allow the company to significantly increase capacity and future proof output from its Cheshire factory. The new high-speed line, producing high-quality m...Read More...
                • About Us

                  OEN is the leading source of business news and information for buyers of office equipment, supplies and services within mid tier and up sized organisations. Our multi-platform approach delivers relevant, engaging and focussed content via our main printed magazine, bespoke guides and supplements, website, digital editions, apps, and newsletters with an unrivalled reach across the industry. A highly trusted and respected brand for many years, the print version of OEN last year celebrated its Diamond anniversary.

                  For our latest Media packs and more details on our range of services click here

                • View Latest Issue