What I wrote at Lib Dem Voice

December 10, 2006

The cheaper way to complain about Royal Mail

Consider this a public service announcement…

As I’ve mentioned before, my other gaff is one of the top Google returns for ‘Royal Mail complaints’. (There are better claims to fame, I’m sure, but I take what I can get.) As a result, I get a few e-mails each month from folk desperate to obtain some satisfaction from Royal Mail.

Some are from Oxford; others from much further afield. How can I tell they’re desperate? Well, I don’t imagine e-mailing a district councillor, with absolutely no powers over the post office even in his own area, is a first resort.

Sometimes there’s a theme to the issues raised. This happened a couple of weeks ago, when a handful of folk e-mailed me, independently of each other, to tell me the number to call they’d been given by Royal Mail to arrange re-delivery of parcels wasn’t working.

I got in touch with Royal Mail to find out why not. A couple of days ago, I received a rather sheepish (and solecistic) e-mail from Royal Mail admitting their centralised phone system is indeed not working:
I have rung the number myself and the option to be put through to the local Delivery Office is slightly misguiding, as it should only infer that the option is for local issues, dealt with centrally. In addition, although we offer these manned lines to prevent communication problems, which a singular local telephone line may cause, my call still proved to problematic.
Their suggestion instead is that residents should phone their customer services phone number, 08457 740 740. Fair enough, you might say.

However, last week I received a very helpful e-mail from another of my residents pointing out that this might hit Royal Mail’s customers in the wallet:

Some companies that use these numbers are actually receiving a cut of the phone call costs. If you have an 'inclusive landline calls' phone package, then it is very rare that 0844, 0845, 0870, or 0871 numbers are are included in your 'free minutes' allocation, unlike normal numbers. Many mobile phone packages also exclude free phone 0800 and 0808 numbers for your bundled minutes. Therefore mobile 'phone users will be billed for calls to this number. Landline users may have to pay up to 8p per minute to call this number.
Which sounded like a bit of a bummer. ‘Til I read his second paragraph:
The website SAYNOTO0870.COM provides alternative non-geographic numbers for 0845 numbers etc. In the case of Royal Mail the alternative number which relates to 08457 740 740 is 01752 387 112. Using this latter number may be free for some mobile 'phone users and no more than national rate for landline users. This will stop Royal Mail getting a 'cut' out of people complaining about their service.
So there you go: if you need to complain to Royal Mail, and don’t want to line their pockets, call them at their Plymouth home: 01752 387 112.

16 comments:

Antonia said...

Fucking Royal Mail. Sent out 200 campaign mugs on Friday, well wrapped and in boxes. They were a pre-Christmas present for our staff. So far, I know that 6 didn't get smashed. Bastards. Just used the number you provided though - thanks for that.

pissdatroyalmail said...

yes royal mail sent an empty parcel back to me after one of its staff stole a watch and sent me the empty parcel,return to sender the contents not the fkn empty packet,thieving scum i shall not be using them agian

Tonny said...

Both 0845 and 0800 numbers give businesses the opportunity of a great monitoring and tracking service. The concept is simple –just put a unique number in each advert that you have and make sure that it doesn't appear anywhere else. Look at the itemized bill you receive from your telecoms provider every month and it should list the numbers of calls your advert receives. At a glance you will be able to see how well your adverts are performing.

Andy Simmons said...

Royal Mail are unbelievable... no other public service is paid for in advance forming a contract between the customer and royal mail. When they fail to meet the obligations of the contract all we get is "there is very little we can do " This is outrageous and something needs to be done. The customer should not have to pay a "special delivery" charge just to ensure the letter arrives.... surely that is what the stamp is for !!!
The final straw came today after a package containing my daughters birthday cards failed to arrive and thanks to Royal Mail spoiled a special day... her first birthday away from home !

I do not have any trust in some of the postman employed, scruffy individuals listerning to ipods on their rounds, the minority I'm sure but they are the face of Royal Mail.
I don't know who will read this but the whole country needs to act - local MP's or higher. I'm sure the boss of Royal Mail, The Queen, could have a few senior management figures in the boardroom to hear those infinate words "Your're Fired" !!!!!

Anonymous said...

I am grateful that this site exist. Its unbelievable how much hassle one has to go through when royal mail fail their promise of delivering..and on time. recently paid an extortionate amount to send my husband a valentine gift, as i write the gift has still not arrived. I have complained, filled out a form for over three weeks and still not heard from them. Wow...Best crap service shud be awarded!

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0845 numbers said...

UK numbers are good option to cheaper way of communication. It offers a lot of numbers to choose from, depends upon your needs. The good thing is, there is also what they called free phone number which is 0800.

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joe campbell said...

I have had so much "Royal mail " go missing in the past few weeks it's unreal, all from veritable companies like amazon etc, expensive items aswell not impressed at all, and I refer to a quote from another unhappy customer - from royal mail, we are sorry that your post appears to have been lost in transit, is a lame excuse for some of our staff are robbing, b@$t@Rd$. I'm sure most of royal mails staff are decent honest people trying to earn a living however they clearly have extreme issues with those working for them who clearly aren't.

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