Support in Stratford

A customer who was the victim of identity theft has thanked colleagues at Stratford-Upon-Avon Delivery Office for their help and kindness.

The customer visited the enquiry office to say that someone had broken into her postbox and stolen her identity.

Delivery line manager, Rachel Parker, said: ‘The customer said she lives in a flat, which has a buzzer to enter. The postboxes are located inside the main door and her box had obviously been tampered with.

‘We can all imagine and appreciate what a distressing experience it must be to have your identity stolen. It must also be very time consuming having to contact your bank and everyone else who has your details.

‘When the customer came in to ask how we could help, I agreed to hold her mail while she contacted customer services to set up a collected PO box. Once she received the paperwork, she popped in again for assistance as she couldn’t find an address to send the forms to.

‘I kept the regular and cover postman informed of what was happening at the address and told them to initially hold the customer’s mail before diverting it to a PO box. I also gave the customer a contact email and telephone number for both myself and another manager in case it was my day off and she needed to get in touch with us. I let her know as soon as I had received the paperwork confirming that the new PO box service had been set up.’

The customer later wrote to us praising the service she received with the words: ‘Rachel and her team were amazing. They were really helpful, polite and considerate and very efficient.

‘They did everything possible to help and support me following an identity theft, which was very distressing for me. They were so kind and supportive.’

Rachel added: ‘It’s refreshing to be recognised for providing good customer service. We’re all really pleased the customer was happy with the help we provided.’

Photo from left to right: Mark Francis, Wally Wright, Rachel Parker and Trevor Marsh.

Please note, this photo was taken before social distancing measures were introduced.