The latest Royal Mail Quality of Service Report reveals that they paid out a record amount of compensation in the fourth quarter of their 2018-2019 financial year. For the first time, Royal Mail compensation payouts exceeded £2 million in a three month period.
In the last quarter Royal Mail compensation payouts totalled £2,065,709 and for the full year £6,595,379. This is up £1.4 million for the 2017-2018 financial year when the payout was £5,141,061 and for 2016-2017 Royal Mail compensation payouts were down at £4,869,614 for the full year.
The number of complaints also jumped sharply to 202,418 for the quarter and 747,657 for the full year, up from 703,802 and 686,520 in the previous two years respectively.
Of the £2,065,709 paid out in Royal Mail Compensation Payouts over the last quarter, £1,045,658 was for losses with another £122,328 for damage and £144,690 for delays. £317,974 was paid out for International loss and the balance came from other causes.
These numbers include complaints about a USO or regulated product made by a customer who does not have a contract for the product concerned. The compensation figures include goodwill payments as well as those laid down in Royal Mail’s Ts and Cs.
Royal Mail is required to record any expression of dissatisfaction as a complaint, including phone calls, letters, emails and online forms. Some matters are recorded as complaints even when Royal Mail is not at fault so, on top of the 202,418 completed in the last quarter, there were 26,426 ‘complaints’ not completed.
“We compensate in line with our policies and put things right for our customers. We deliver more than a billion parcels every year to a high level of customer satisfaction.”
– A Royal Mail spokesperson