Royal Mail Annual Consumer Complaints ... - Royal Mail Group

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Services Act to record any expression of dissatisfaction as a complaint. This includes phones calls, letters, emails and
Royal Mail Annual Consumer Complaints & Compensation Scheme Reports 2012/13 (CP3.3.14 , CP3.3.15 and CP4.3.1) The complaints and compensation figures for Royal Mail for 2012/13 (as required by Ofcom’s regulatory requirement CP3.3.14, CP3.3.15 and CP4.3.1) are detailed in the following tables. It is important to bear in mind when considering these that Royal Mail is required by the Postal Services Act to record any expression of dissatisfaction as a complaint. This includes phones calls, letters, emails and online forms. This means we are obliged to record some matters as complaints even where Royal Mail is not at fault.

The overwhelming majority of all mail is safely and correctly delivered by our postmen and women. With over 15 billion of items of mail handled by Royal Mail in 2012-13, there was one complaint for around every 14,000 items of mail delivered by Royal Mail. We take every complaint seriously and continually strive to provide the best possible service. If something goes wrong, our aim is to promptly deal with the problem and rectify it as soon as possible.

There has been some decline in consumer complaints received and completed, with the 2012/13 total of 862,174 just over 3% below the previous year’s total of 893,142. There was continued focus on both reducing the causes of complaints and making it quicker and simpler for customers with a problem to access help.

CP3.3.15 a) Consumer complaints report The number of consumer complaints which were received in 2012/13, which had not become completed complaints.

Category of consumer complaint Loss Redirection P739 Failure Mis-Delivery Delivery Procedure Errors Redelivery Failure Delay Damage Proof of Delivery Failure Part Loss Other Grand Total

Received but did not become completed complaints 9,962 650 496 219 175 423 698 884 66 586 5,711 19,870

Note: The definition of a consumer complaint is a complaint from, or on behalf, of a consumer of a regulated postal service who is not a contract customer.

CP3.3.15 b) Consumer complaints report The number of consumer complaints which were received in 2012/13, which had become completed complaints.

Category of consumer complaint Loss Redirection P739 Failure Mis-Delivery Delivery Procedure Errors Redelivery Failure Delay Damage Proof of Delivery Failure Part Loss Other Grand Total

Received and did become completed complaints 296,809 91,096 84,399 73,205 55,001 41,040 35,412 34,773 23,048 15,648 111,743 862,174

Note: The definition of a consumer complaint is a complaint from, or on behalf, of a consumer of a regulated postal service who is not a contract customer.

CP4.3.1 Operation of the compensation scheme for 2012/13

Category of complaint Loss Redirection P739 Failure Delay Mis-Delivery Delivery Procedure Errors Redelivery Failure Damage Proof of Delivery Failure Part Loss Other Grand Total

Number of complaints 376,039 94,671 86,540 79,031 74,120 56,437 41,580 38,150 24,515 17,540 149,035

Number paid 248,103 13,486 2,501 66,595 2,701 2,650 1,336 12,699 16,463 7,716 36,967

Recompense £5,725,387 £269,286 £22,667 £520,129 £22,451 £29,376 £7,974 £261,645 £44,346 £189,364 £1,026,553

1,037,658

411,217

£8,119,178

Note: The ‘Recompense’ figure includes payments made to all customers (consumer and business) in accordance with the product terms and conditions, the regulatory compensation scheme for delay, and any goodwill payments made in respect of customer complaints received.