Almost one in three of us (15.7 million people) were hit by post delays in the last month, according to new research for Citizens Advice that shows how post delays continue to plague consumers.
The research uncovers the harm these delays are causing, with 7.3 million people experiencing knock-on effects such as missing health appointments, fines or bills, according to the charity’s polling. This is up from the estimated 6.2 million people that the charity’s previous research found were seriously impacted after missing important mail over Christmas.
The charity says the increasing numbers negatively impacted by delivery delays comes despite peak delivery periods of Black Friday and Christmas having passed and no strikes since the end of 2022.
The charity is also concerned that the impact of these delays isn’t falling proportionately across the population, with people of colour nearly twice as likely (23%) to experience negative consequences as a result of letter delays compared to white respondents (13%). Similarly, 21% of disabled people experienced negative consequences as a result of letter delays, compared to 13% of non-disabled people.
MPs recently highlighted evidence that Royal Mail had prioritised parcels over letters and called on Ofcom to investigate this issue across a number of years. The charity’s latest findings show 31% of us experiencing letter delays in the last month, compared to 22% experiencing parcel delays.
Citizens Advice says its latest findings, coupled with MPs’ concerns, show it’s no longer enough for Ofcom to take a business-as-usual approach in its current investigation into delays. It’s calling on the regulator to launch a multi-year review into mail delays and deprioritisation.
Dame Clare Moriarty, Chief Executive of Citizens Advice, said:
“Royal Mail’s delays are still at appalling levels and it’s consumers who are being saddled with the consequences.
“We’re seeing millions of people missing important post. But given Royal Mail’s virtual monopoly of letters, people have nowhere else to go for their mail.
“Delayed post been an issue for years and the problem is only getting worse. Ofcom must now do a full root-and-branch investigation into mail delays.“
