Mother of twins with heart condition who could not climb stairs told not to use buzzer for help at Yeovil sorting office

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Royal Mail has apologised to a mum of twins who share her serious heart condition after she was told she shouldn't use a buzzer to ask for help.

Lucy Fletcher, was faced with the dilemma of attempting to climb two flights of stairs at Yeovil Sorting Office, or leave her twins in her car.

After buzzing for assistance, Mrs Fletcher said was told by a member of staff that she was “wasting his time” and that she should not press the buzzer again. She was later handed the package she had come to collect.

“It was abusive and completely unacceptable,” she said.

“In the past, everyone at the Post Office has been professional, accommodating and helpful so I’m sure this is an isolated incident”.

Mrs Fletcher’s twins, Aurelia and Aurora were born in in March 2016 prematurely at just 30 weeks. Both twins have the same congenital heart condition as Mrs Fletcher.

The condition affects the heart muscles, enlarging them and making them less efficient.

Aurelia and Aurora spent the first six weeks of their lives at Southampton Neonatal Unit in intensive and high care on a daily basis before finally being allowed to return home with their Mum.

Aurelia, who was fitted with a feeding pump in April 2017 has heart failure, meaning her condition will only deteriorate.

Aurora's condition is more stable.

Mrs Fletcher visited the sorting office on Thursday afternoon (June 15).

On Friday, a spokeswoman for Royal Mail said: "Yeovil Delivery Office Manager and Customer Services team have been in touch with Mrs Fletcher to offer our sincere apologies. Mrs Fletcher did not receive the level of service she should expect from Royal Mail. We have explained to Mrs Fletcher that we are investigating this matter.

“Mrs Fletcher is also visiting the Delivery Office to discuss her concerns with our Delivery Office Manager and to hear more about the assistance we provide to our disabled customers.”