Number of Royal Mail complaints fall (From Gazette & Herald)
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Number of Royal Mail complaints fall in YO post code area
9:16am Friday 9th July 2010 in News
COMPLAINTS about the postal service in our region have fallen for the second successive year while the amount of compensation paid out has been slashed.
Newly-released figures show for 2009/10 there were 7,047 complaints to Royal Mail from the YO postal area, which resulted in £61,732 being paid out. This compares with last year’s figures of 8,976 complaints and compensation totalling £104,699.
Of this year’s complaints total the vast majority – 3,126 – relate to lost items for which the Royal Mail paid out £42,361 in compensation. Of the other complaints, 707 were about delays which resulted in payouts totalling £4,432.
The YO postal area covers all of York, most of North Yorkshire and much of East Yorkshire.
Paul Clays of the Communication Workers’ Union said it was a “good and bad news story”.
He said: “It’s good news that the postmen and women have achieved better targets than they set out to but it’s bad news that this Government thinks privatisation will improve it when we are already improving year after year after year.”
A Royal Mail spokesman said: “We take every customer query and complaint very seriously and do our utmost to resolve them.
“To put the figures in context, Royal Mail handled 18,600 million letters, packets and parcels in 2009/10 and the overall level of complaints fell by almost 10 per cent with the total representing less than one complaint for every 15,000 items of mail we handled.”
Nigel Adams, MP for Selby and Ainsty, said: “The hard-working postmen and women of North Yorkshire deserve praise for their improved performance.
“In the face of rapidly falling mail volumes and a historic pension deficit, urgent action is necessary if Royal Mail’s position is to be stabilised.
York MP Hugh Bayley said: “I congratulate the postmen who sort and deliver the mail and their managers.
“It’s a vital service for us all and fewer complaints help businesses in York.”
Comments(11)
Princess Fluffy
says...
10:40am Fri 9 Jul 10
York Fox wrote:No-one to take the complaints as they are always on strike.
I'm not surprised - they have made it almost impossible to complain to anyone, so much so I had to complain about the complaints process! Even when I did, the response was laughably poor customer service from someone who clearly didn't read the complaint anyway. Genius really - Target=get complaints down Solution=make it very difficult to complain!
hifive
says...
10:51am Fri 9 Jul 10
Princess Fluffy
says...
11:12am Fri 9 Jul 10
hifive wrote:Bit like our dear leader Stevie G did to one of the folks he is supposed to represent the other day. He didn't just hang up but gave them an ear full of expletives before doing so.
I also had to complain about the complaints process! When I questioned a few points the guy just said that there was nothing else he could say on the matter and hung up on me. And that was someone's supervisor!
AdmiralNN
says...
12:04pm Fri 9 Jul 10
Princess Fluffy wrote:They should have recorded it, Ive a smart phone and typically ill record any convo where i think i might get grief. I know legally its suspect but its completely undeniable especially where pig ignorant council executives and shoddy customer service staff are concerned.
hifive wrote: I also had to complain about the complaints process! When I questioned a few points the guy just said that there was nothing else he could say on the matter and hung up on me. And that was someone's supervisor!Bit like our dear leader Stevie G did to one of the folks he is supposed to represent the other day. He didn't just hang up but gave them an ear full of expletives before doing so.
keepitshut
says...
2:50pm Fri 9 Jul 10
Princess Fluffy wrote:Allegedly!
hifive wrote: I also had to complain about the complaints process! When I questioned a few points the guy just said that there was nothing else he could say on the matter and hung up on me. And that was someone's supervisor!Bit like our dear leader Stevie G did to one of the folks he is supposed to represent the other day. He didn't just hang up but gave them an ear full of expletives before doing so.
The commentator (if you read his posts) says one thing, when he is pulled up by somebody on what he has said, he tries to change "tack", take what he says with a very large pinch of salt!
Victor Smythe
says...
2:56pm Fri 9 Jul 10
hifive wrote:You're lucky. When I removed my business I filled in and signed the form. The mail was redirected for about a week and then they sent me a copy of the same form asking for it to be signed. I ignored this because they'd obviously got the first one. Then another came. In the meantime I stopped receiving redirected mail. So I called them. The idiot at the other end said they needed two people's signatures to redirect the mail for my business. "But hang on mate, my business is me, no-one else, I own it, no one works for me. OK?" "No, I need two signatures." "No" "I own the business and its my mail" "No" "Ok I need to speak to your supervisor" " They' not available" (Lie??) "I want to speak to your supervisor" "No". In the end I hung up.
I also had to complain about the complaints process! When I questioned a few points the guy just said that there was nothing else he could say on the matter and hung up on me. And that was someone's supervisor!
Frankly these people don't deserve to have jobs. If I treated my customers like that I wouldn't have any.
Privatise them.
sadfaz
says...
3:07pm Fri 9 Jul 10
Princess Fluffy wrote:No-one to take the complaints as they are always on strike...
York Fox wrote:No-one to take the complaints as they are always on strike.
I'm not surprised - they have made it almost impossible to complain to anyone, so much so I had to complain about the complaints process! Even when I did, the response was laughably poor customer service from someone who clearly didn't read the complaint anyway. Genius really - Target=get complaints down Solution=make it very difficult to complain!
2 strikes in 3 years a'int too bad,but a storm is brewing again.
Get in a union and enjoy the fun..sorry if you are on the dole .
Princess Fluffy
says...
3:13pm Fri 9 Jul 10
keepitshut wrote:Keep it shut I suggest you keep it shut as you are obviously one of galloway's stooges. That man should be impeached and imprisoned for the mess he's made of this city. Never thought I would see the day when Rod Hills (RIP) seemed a more desirable city leader.
Princess Fluffy wrote:Allegedly! The commentator (if you read his posts) says one thing, when he is pulled up by somebody on what he has said, he tries to change "tack", take what he says with a very large pinch of salt!hifive wrote: I also had to complain about the complaints process! When I questioned a few points the guy just said that there was nothing else he could say on the matter and hung up on me. And that was someone's supervisor!Bit like our dear leader Stevie G did to one of the folks he is supposed to represent the other day. He didn't just hang up but gave them an ear full of expletives before doing so.
Garrowby Turnoff
says...
8:23pm Fri 9 Jul 10
keepitshut
says...
3:22am Sat 10 Jul 10
Princess Fluffy wrote:Oh dear Miss Fluffy, somebody appears to have "fluffed" you up the wrong way havent they? Just for your info, i am a Labour voter, however, the commentator in question alleged he was spoken to in a not so nice way, he has no way of proving that he was. Take some advice from yourself, you keep it shut unless you can prove what he was saying was true.
keepitshut wrote:Keep it shut I suggest you keep it shut as you are obviously one of galloway's stooges. That man should be impeached and imprisoned for the mess he's made of this city. Never thought I would see the day when Rod Hills (RIP) seemed a more desirable city leader.Princess Fluffy wrote:Allegedly! The commentator (if you read his posts) says one thing, when he is pulled up by somebody on what he has said, he tries to change "tack", take what he says with a very large pinch of salt!hifive wrote: I also had to complain about the complaints process! When I questioned a few points the guy just said that there was nothing else he could say on the matter and hung up on me. And that was someone's supervisor!Bit like our dear leader Stevie G did to one of the folks he is supposed to represent the other day. He didn't just hang up but gave them an ear full of expletives before doing so.
York Fox says...
10:36am Fri 9 Jul 10
Genius really -
Target=get complaints down
Solution=make it very difficult to complain!