Ofcom Quality of Service

Ofcom has today announced its decision to issue Royal Mail with a fine of £10.5 million for failing to achieve quality of service targets for the 2023-24 financial year. 

Throughout this year we have continued to drive improvements which are starting to have a positive impact. This is evident in our latest quality of service results with both First and Second Class mail improving year-on-year. Ofcom also notes that we are ‘on a recovery path to significantly improve performance’. 

We know that delivering great quality of service is extremely important to our customers and is a critical operational priority for our teams. However, our efforts need to be backed by urgent reform to the Universal Service so that it meets the needs of today’s postal users, not the needs of customers 20 years ago. Reform will help create a modern, sustainable and reliable service for future generations. 

In April, we submitted our proposed reforms of the Universal Service in order to protect what matters most to customers. We look forward to Ofcom’s upcoming consultation in January which will enable the introduction of reforms in summer 2025. 

Achieving the highest possible quality of service is vital all year round, but Christmas is when our customers really do rely on us the most. So, let’s make 2024 a year to be especially proud of.