Feb 26, 2024
What’s gone wrong at Royal Mail?
Royal Mail says it is "Not acceptable" that the NHS letters didn't arrive and apologised to the family. Reporter Zoe Conway speaks to Royal Mail insiders about problems inside the company and hears from Royal Mail Management about how proposed changes may help stave off multi-million-pound losses. Under what is called the Universal Service Obligation, Royal Mail is required by law to deliver letters six days a week and parcels five days a week to every address in the UK. Yet former and current Royal Mail staff have told BBC Panorama that at times letters have been left behind in sorting offices, while parcels and tracked items are prioritised for delivery. One former Royal Mail area manager, who left in 2022 and asked to speak anonymously, says that he was so short-staffed that for weeks at a time he instructed postal staff to leave letters behind. Royal Mail says it is its job to ensure every letter and parcel is delivered on time because that is what customers have been promised.
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