Royal Mail financial decline puts a spotlight on the quality of services

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Royal Mail financial decline has raised concerns on the quality of services the supplier provides, says a new report.

The supplier’s recent monetary results have led to an investigation by a regulatory body, Ofcom whether the level of services Royal Mail delivers “remains appropriate in the light of market developments,” suggests an annual report by Ofcom.

The report indicates that Royal Mail have sent 11.7bn addressed letters last year. That’s down by 5% on the previous year. Yet, Ofcom says that the majority of residential consumers are satisfied with postal services (86%), and with the value for money (75%) as were of the majority of small businesses.

The watchdog says that it has revised Royal Mail’s financial reporting requirements, and it is working on developing a costing model to help its understanding of the supplier’s cost of delivery. It has also reviewed the approach to recovering the costs of regulation and consumer advocacy bodies in relation to postal services

Ofcom says that it will continue its inquiry, triggered by Whistl’s UK complaint into the supplier’s prices, terms and conditions on which Royal Mail offered to provide access to certain letter delivery services.