Ofcom has launched an investigation into Royal Mail after nearly a quarter of first-class mail failed to arrive on time in the past year. The postal regulator's probe follows the company's disclosure that 23.5% of first-class letters missed the one-working-day delivery target for the year ending March 2025, a slight improvement from the previous year's 25% failure rate.
Under Ofcom's rules, Royal Mail must deliver 93% of first-class mail within one working day, excluding Christmas. The company also reported that 92.2% of second-class mail met its three-working-day target. Ofcom has fined Royal Mail over £16 million in the last two years for similar failures, including a £10.5 million penalty in December 2024.
Alistair Cochrane, Royal Mail's chief operating officer, acknowledged the service quality was 'not where we want it to be' and pledged to continue modernising the company. He said Royal Mail would cooperate with the investigation but stressed the need for urgent reform of the universal service obligation, which requires one-price nationwide delivery six days a week.
Ofcom is currently consulting on proposals to relax delivery targets, including cutting first-class targets from 93% to 90% and second-class from 98.5% to 95%, and allowing second-class deliveries on alternate weekdays. The regulator estimates these changes could save Royal Mail between £250 million and £425 million annually.
Tom MacInnes, director of policy at Citizens Advice, criticised the service, saying late post leads to missed health appointments, fines, and missed government communications. He urged Ofcom to ensure Royal Mail delivers the service customers deserve, especially as no alternative provider exists.
