Watchdogs are now investigating Royal Mail for failing to meet letter delivery targets for another year. The postal company disclosed that only 75.7% of first class mail was delivered the next working day, falling significantly short of the 93% target. Additionally, just 90.2% of second class mail was delivered within three working days, far below the 98.5% target. This resulted in numerous items, such as greetings cards and hospital appointments, being delayed, causing frustration for households and businesses, especially with the recent increase in stamp prices.
Ofcom, the regulator, deemed this failure “unacceptable” and has initiated an investigation. Royal Mail could potentially face a substantial fine, with previous penalties exceeding £37 million for past delivery shortcomings, including £21 million in 2024/25. Ofcom is urging Royal Mail to accelerate its modernization efforts and begin implementing improvement plans immediately.
To alleviate pressure, Ofcom has permitted Royal Mail to deliver second class letters on alternate weekdays and has adjusted future delivery targets. Although acknowledging Royal Mail’s progress, Ofcom expressed disappointment in the delayed implementation of delivery reforms and the ongoing subpar service levels.
Ian Strawhorne, Ofcom’s enforcement director, emphasized the importance of a reliable postal service to customers nationwide. While recognizing Royal Mail’s improvement efforts, Ofcom remains committed to holding the company accountable for its historical service failures.