Regular but intermittent lost, missing or mis-delivered mail

[ambrougham]

I really can't understand how Royal Mail somehow manage to avoid taking any responsibility for so much lost or mis-delivered mail. I'm sure almost everyone knows and fully understands that problems do sometimes happen no matter how much care is taken to avoid them. However, I've lived at my address for the best part of 30 years and I cannot remember ever having any significant problems whatsoever for the vast majority of that time. Mail was always delivered at much the same time every day and more often than not by the same people. At no time did I ever have reason to believe that I had missing mail until fairly recently. Everything always arrived when expected and mostly on time so to speak. Since the (in)famous reorganisation I have had regular but intermittent problems with significant amounts of lost mail (or perhaps mis-delivered mail that is obviously being kept by whoever actually receives it) in addition to items taking several days if not weeks longer to arrive than is in any way reasonable.

On every occasion I become aware of missing mail (usually small packets) 4 things almost always seem to happen in the same timeframe:

(A) Several different items from several different suppliers are involved. The only connection generally appears to be that Royal Mail are handling final delivery of these items and those deliveries are expected to be made very roughly around the same time.

(B) I am receiving varying amounts of personal mail (including small packets) for other people at other addresses.

(C) Delivery times appear to have been unusually early or unusually late when compared to the time when deliveries typically arrive. On some days there is even a certain amount of evidence to suggest that no deliveries were made in the immediate area and I've also noticed a small army of personnel out delivering at the same time on at least 1 occasion.

(D) CCTV sometimes shows a postman ringing the door bell but not actually delivering the item apparently in their hand (presumably because it's a little too big to fit sensibly through the letterbox) and not leaving a card either. Historically, these items have SOMETIMES been found back at the depot following a search at a later date but not always. Unfortunately, as of just recently enquiries at the depot now only result in a "computer says no" response and no one actually looks for stray items in the depot that should have been delivered and/or a card left.


During the latest instance of problems over the past few weeks there have been 2 international standard mail small packets out of several expected that have disappeared and I have received a large handful of items of mail for other people at other addresses. In addition, 1 outgoing inland 'signed for' item has definitely disappeared without trace, 1 outgoing international item for which I have a 'certificate of posting' has probably disappeared without trace and 1 incoming international registered item which has definitely been received in this country has probably disappeared without trace. In all cases the items were presumably if not definitely last handled by Royal Mail or the Post Office on behalf of Royal Mail.

It is totally ridiculous yet no one seems in any way that bothered and finds no end of excuses to explain why it's not really their problem. Royal Mail are avoiding taking responsibility for problems which they are almost certainly entirely responsible for ... simply because most if not all of the obvious missing items are international mail.

Royal Mail will apparently not even consider taking any responsibility for anything unless they and they alone handle the collection, distribution and delivery of an item DESPITE the amount of evidence suggesting that the problems are almost certainly entirely down to Royal Mail and no one else. It is completely unreasonable for the sender and their local mail service to have to deal with complaints and pay compensation or replace items that have been lost almost certainly due to Royal Mail incompetence somewhere. For items to travel several thousand miles from the other side of the world safely and in a reasonable time ... only for some to disappear apparently on occasions within sight of my front door is totally bl**dy outrageous. Yet Royal Mail manage to claim that it's not their problem so walk away and do nothing in most cases other than waste months of my time and leave me and/or my suppliers out-of-pocket.

Whilst it's obviously a possibility, I do not believe for 1 minute that individual Royal Mail employees are routinely being dishonest or incompetent by intentionally taking or losing items of mail. In any case it's highly unlikely in the extreme to have been the same personnel involved every time I've experienced problems. I do however, firmly believe that having insufficient staff for normal work levels let alone sufficient staff to cover for absence or expected increased work levels, not providing sufficient training or supervision, trying to enforce unreasonable and/or unrealistic targets and other such management problems are entirely responsible for the problems being experienced. Someone certainly needs a good slap but I would very much suggest that the 'someone' is very much higher up the food chain than the guys desperately trying to stuff too many things through too many letterboxes in too little time !

Sorry for the War & Peace style post but does anyone have any sensible suggestions for trying to get Royal Mail to take their responsibilities seriously for once and deal with problems in an effective manner, in a reasonable timeframe and permanently resolve whatever these recurring issues actually are ?

[NewPostieUK]

(D) CCTV sometimes shows a postman ringing the door bell but not actually delivering the item apparently in their hand (presumably because it's a little too big to fit sensibly through the letterbox) and not leaving a card either. Historically, these items have SOMETIMES been found back at the depot

He is probably knocking on doors trying to deliver one of your neighbours packets. If you are out you can't take it, he'll try another door. No need to leave a card or anything.

Historically, these items have SOMETIMES been found back at the depot

Probably totally different items to what you are seeing on CCTV.

Having mail delivered at different times of day by different posties is often a sign of lapsing. The duty that your address is on is probably being shared amongst a few postmen, rather than all being delivered by a single regular person. There is no excuse, but postmen doing lapsing often don't know the area, and make less effort than they would on their normal duty. They may do lapsing at the start or end of their regular duty, or at any other time. They'll probably only do letters, leaving parcels for anyone who is available, who may or may not know the area, be trained or be a manager etc.

Just keep complaining, if possible to you local Delivery Office Manager.