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According to Citizens Advice around 31 million people were affected by letter delays over the Christmas period and some people were receiving cards in the new year.
Royal Mail “let consumers down for a third year running” as 60% of UK adults had experienced delays in their post and an estimated 3.2 million had missed important documentation such as legal or insurance letters.
Citizens Advice also said that an estimated 2.1 million had missed health appointments and 39% of those who had paid extra for Special Delivery Guaranteed, during Christmas 2022 also faced delays even though they paid extra.
The regulator Ofcom has been called on to investigate Royal Mail’s performance to “think again about not holding the firm to account over its performance during the festive period,” and for the company to stop further stamp rises as their “performance is so poor.”
Citizens Advice chief executive Dame Clare Moriarty said, “For a third year running, Royal Mail has let consumers down.
“Letter delays have real and worrying consequences, especially when people miss medical appointments or get bills late.
“Royal Mail’s virtual monopoly on letters means that Ofcom needs to take action to protect consumers from further harm.
“It must investigate Royal Mail’s culture of poor performance and stop letting the company off the hook over the festive season.”
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