Customer Complaint

MT26.2 · Post by **MT26.2** » 09 Mar 2017, 20:17

On Tuesday I was was a duty which delivers to a PO. On this day they had 2 special deliveries and about 8 local collects. The way the duty is set up means that we deliver the mail for the street early in the round and go back at the end of the round to do the collections. Because of the amount of stuff they had I couldn't carry the SD and LC in my pouch as I had mail and packets for the whole street so I had to leave them in the van. I delivered the mail to the PO as in was already bundled up and the man (i think the people running the PO are husband and wife) asked if I had any SD for him today and I informed him about that I did but because of the SD and LC I couldn't carry them and I was going to deliver them when we came back for collections which he replied was fine.

The job is van share and at the end of the round I empty a box outside while the other lad goes in the PO to sort out any collections. I follow in and help him with any bags and to scan the collections. When I went in the lady( again i assume she is the wife of the bloke who I spoke to earlier) started shouting at me saying why didn't I deliver the SD earlier. Now let me add these were 1pm SD and it was roughly 12:15ish. I explained that I had already spoken to her husband that I had 2 SD and 8 LC and that I couldn't carry them in my pouch and that I was going to bring them when I did the collections. She carried on shouting at me and was very abusive towards me.I told her that they were 1pm SD and that it was 12:15 so I had done my job and if her husband had asked me to drop them off earlier I would of done but he didn't. She continued to shout at me and said I was stupid bringing the mail earlier on and then coming back with the rest of the stuff later and that I should of brought all at once.

I've worked for RM for over 10 years and I've never been spoken to like that by anyone, not a manager, not a member of staff and not off a customer. The woman has had run ins with other members of staff in the past and on Saturdays demands that we cut off and do the collections early as she closes early on Saturday which has a impact on the delivery. One Saturday she demanded the lads on the round that she wanted them to do the collections at 10:50am even though they can't do it until 11am!

I spoke to my manager about what happened and he said I done nothing wrong. I said I wanted to make a official complaint as she was so abusive towards me but he told me that now the PO are privately run that there is no one I can complain to and basically told me she was untouchable. I wasn't happy but I accepted it and went on delivery. When we did the collections she made some remarks but I ignored her and helped my colleague with the collections and left. It took us about 10 mins to get back to the office and when we did the manager called me in. He told me that the lady in the PO had phoned him that morning and complained and that she was now right and that I needed to deliver the SD to her as she is priory. Also she didn't like my attitude and that she wanted me removed from the round! I was furious with this and I told him that I wanted to make a official complaint about her as I felt I had done nothing wrong and it was in fact her who had the attitude and was in fact abusive towards me. He told me to drop it as it would only lead to her making a official complaint about me and it would be my word against hers.

My union rep is off this week and I can't get hold of him. I am furious about this and I feel it's wrong that it seems any person can be abusive to a postman/woman and we can't take it further as they are customers.

I know that was long winded but has anyone have any advice?

Many thanks.

Cowdenpostie · Post by **Cowdenpostie** » 09 Mar 2017, 20:56

If they wanted their Specials early they should have specified them for 09.00 delivery imo - you've done it by the book since it was 12.15 and deadlines 13.00 - maybe in hindsight, you should have taken the specials and local collects together for the post office first and then back to the van for the rest of your mail, but, that's your choice...

MT26.2 · Post by **MT26.2** » 09 Mar 2017, 20:59

I would of done that but the van wasn't parked near the PO. I only get to the PO half way through the loop so it's quite a dead walk.

doorstepped · Post by **doorstepped** » 09 Mar 2017, 21:24

from now on I would deliver all of her mail at 12:55pm and do her collection at 11am on the Saturday.

you have done nothing wrong at all, as long as the specials are there before the stipulated time there is sod all she can do.

MT26.2 · Post by **MT26.2** » 09 Mar 2017, 21:58

That's what I thought and even though the manager said I was in the right at first he changed his tune once she phoned up. I feel he is saying this to have a peaceful life and doesn't want the hassle off the postwoman( as I said she's a known for kicking off).

The thing that bothers me most is the way she spoke to me and that I'm not allowed to complain. Also that now I'm not allowed to do that delivery even though I have done nothing wrong.

plaguelift · Post by **plaguelift** » 10 Mar 2017, 00:10

Sounds like your manager doesn't want to rock the boat. You would be perfectly entitled to put in a written complaint to your manager about the abuse you've had by a customer and he would have to investigate. You could also put in a written complaint to Post Office counters about her behaviour. Keep a diary of when the verbal abuse occurs so you can use it as evidence if any further action needs to be taken. Your manager should be supporting you, not trying to brush it under the carpet.

Post by **TrueBlueTerrier** » 10 Mar 2017, 08:14

Of course, you are allowed to Complain, she is being unprofessional. Make it through the POL if Royal Mail won't take it on, or perhaps even a grievance against her.

Jupitor5 · Post by **Jupitor5** » 10 Mar 2017, 10:42

Your manager needs to grow a set a back his workers.Hher on the other hand, well leave it all as late as you possibly can. 12.55 for the specials, and if she knows she can serve customers to hold you up,739 them. play her at her own game. And make your manager put that complaint in. If he doesn't want to, put a grievance in against him .

MT26.2 · Post by **MT26.2** » 10 Mar 2017, 14:24

I have spoken to my union rep and I have been told not to deliver to her. So I now have to swap loops and I can't help my colleague with collections.

Both manager and union rep said I can't really do anything as there's no one for me to complain to. I told them that basically they have given her a green light to speak to any postman/women how she wants.

I am furious but basically it's a battle I can't win.

Post by **trythat** » 10 Mar 2017, 19:48

doorstepped wrote:from now on I would deliver all of her mail at 12:55pm and do her collection at 11am on the Saturday.

you have done nothing wrong at all, as long as the specials are there before the stipulated time there is sod all she can do.

That's exactly what I would and have done in the past. Never pays to diss a postie

Post by **trythat** » 10 Mar 2017, 19:52

MT26.2 wrote:I have spoken to my union rep and I have been told not to deliver to her. So I now have to swap loops and I can't help my colleague with collections.

Both manager and union rep said I can't really do anything as there's no one for me to complain to. I told them that basically they have given her a green light to speak to any postman/women how she wants.

I am furious but basically it's a battle I can't win.

Personally I would email justsayit@royalmail.com and explain to them, I think that this is the kind of thing RM need to act on, I believe your DOM was wrong and is being very weak, I'd expect ours to call and complain, as he has done to our crown office, remember the DOM is there to protect you as well as customers.