COMPLAINT
(15/12/2023)
Today 2 envelopes arrived with "Redirection - First Class" stickers on them. One from the Office of the Public Guardian should have arrived here a month ago. Another should have arrived a couple of weeks ago from *********** Bank but arrived only today. The redirect address "** ********" was crossed out in biro. Bottom of sticker says "Expires ****24 Ref 776******" - I'm wondering if you have redirected any more of my mails without my permission. I imagine that the redirect was done for the previous owner of ******** as that is when he moved out. Certainly, surname "Winter" at ** ***** should not be redirected.
REPLY
(19 Dec 2023)
Dear Alan
I’m sorry your mail has accidentally been included in the redirected mail for the previous occupiers of your address.
Within the huge volumes of mail we redirect for customers, few problems arise - but we take every failure seriously, and have investigated the matter for you.
My investigations have included checking that the name and address details provided in the Redirection instructions have been added to our systems correctly, and that they exclude any reference to your own mail.
I have also taken the following positive action on your behalf:
• Logged and reported the full details of your complaint
• Passed these details to my colleagues in our delivery operation
• Confirmed with the local delivery office manager that they are aware mail addressed to you shouldn’t be redirected
• Requested that further steps be taken to ensure correct instructions are clearly displayed about which mail is included in the redirection request
• Requested that the postal personnel dealing with your mail take extra steps to ensure your mail is delivered as addressed.
Once again, please accept my sincere apologies for the problem you've had, and thanks for taking the time to make us aware of this.
Regards
K***** *******
Royal Mail
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