Postal delays in the UK have been causing growing frustration for individuals and businesses alike, with an increasing number of complaints about late and lost deliveries. For Charlene Leworthy, an eBay seller from Hampshire, the issue has become a significant challenge for her small e-commerce business, which sells vintage DVDs. Leworthy, who relies on second-class mail for her shipments, has experienced a surge in customer complaints. Many customers have been requesting refunds due to delayed or missing items, resulting in £600 worth of refunds since December, which directly impacts her profits.
Royal Mail, which has faced persistent challenges with timely deliveries in recent years, has seen service levels fall short of targets. The company’s first-class mail, which is supposed to arrive within one working day, dropped to just 76% on time, well below the 93% target. Second-class mail, expected to arrive within three working days, also fell short, with just 93% of deliveries meeting this standard, falling short of the 98.5% goal.
Royal Mail’s service failures have resulted in over £16 million in fines imposed by Ofcom, the communications regulator, for missed delivery targets over the past 18 months. With the company being taken over by Czech billionaire Daniel Křetínský for £3.6bn, the regulator has indicated that rules could be relaxed, potentially allowing Royal Mail to deliver second-class letters on alternate weekdays and discontinue Saturday deliveries.
As postal costs rise, Leworthy has been forced to increase prices for her DVDs, raising the cost from £1.99 to £3.50, with another increase to £4 expected in April. She cited escalating living costs and skyrocketing postage fees as the main reasons behind the price hikes. The increase in postal rates has been substantial, with the cost of first-class stamps rising from 76p in 2020 to £1.65 in 2023.
While Leworthy’s experience reflects broader concerns about declining postal service quality, there are also stories of delayed medical letters and disrupted small businesses due to unreliable mail deliveries. One of the most distressing cases comes from Colin Stone in Manchester, whose daughter, Helaina, has a rare genetic disorder that requires frequent NHS appointments. Stone has experienced missed medical appointments or delays due to letters arriving late, and at times, receiving a week’s worth of mail in one day. He has also encountered situations where letters arrived too late to attend scheduled hospital appointments. Despite his frustration, Stone believes that postal workers on the ground are doing their best, but are struggling against an ineffective system.
John, a postal worker from Plymouth, described a decline in service standards over the years, citing management’s decision to cut overtime shifts in 2025 as a factor contributing to the delays. He explained that, in the past, failing to deliver a single letter on time was considered a breach of conduct. However, now entire areas are being missed, leading to delayed or unfulfilled deliveries.
Royal Mail has responded to these concerns, acknowledging that delays have occurred and expressing regret for any inconvenience caused to customers. A spokesperson for the company noted that they deliver millions of letters and parcels every day, and the vast majority arrive on time. They also mentioned that adjustments in overtime were made during January, a traditionally quieter month, and emphasized that there is no ban on overtime.
Despite the widespread issues reported, not all experiences with Royal Mail have been negative. Some customers, like Emily Schroeder in Kent, reported excellent service. Schroeder, who frequently sends out items through Royal Mail, praised her local postman for the timely and friendly service, which has become a cornerstone of her life as a single parent in the UK.
As the postal service continues to struggle with meeting targets, the pressure is mounting on both businesses and individuals who rely on timely mail deliveries. The future of postal services in the UK seems uncertain, and for many, it remains to be seen how the ongoing challenges will impact the country’s mail system.
For more updates on postal delays and their impact on businesses and individuals, visit London Pulse News.
