"Millions of important letters are arriving late, and people aren't getting what they pay for when they buy a stamp. These persistent failures are unacceptable, and customers expect and deserve better. Royal Mail must rebuild consumers' confidence as a matter of urgency. And that means making actual significant improvements, not more empty promises. We've told the company to publicly set out how it's going to deliver this change, and we expect to start seeing meaningful progress soon. If this doesn't happen, fines are likely to continue."
"We acknowledge the decision made by Ofcom today and we will continue to work hard to deliver further sustained improvements to our quality of service. A key area of focus and investment has been the detailed work ahead of full implementation of our new delivery model, enabled by Ofcom's changes to the universal service. This is critical to enable us to drive a step change in quality of service. We have also implemented important changes across our network including recruiting, retaining and training our people, and providing additional support to delivery offices."
Ofcom fined Royal Mail £21 million for failing to meet annual first- and second-class delivery targets, marking the regulator's third-largest fine. Royal Mail achieved 77% on-time delivery for first-class mail and 92.5% for second-class in the 2024–25 financial year. Ofcom warned that millions of letters are arriving late, undermining value for customers and requiring urgent, significant improvements and public plans for change, with further fines likely if progress stalls. Royal Mail acknowledged the decision and cited investments in a new delivery model, network changes, recruitment, retention, training and additional support to delivery offices to improve service quality.
Read at London Business News | Londonlovesbusiness.com
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