Millions Affected by Christmas Post Delays – Calls for Urgent Reform
Citizens Advice Warns of Widespread Delivery Failures and Rising Costs
Almost 11 million people in the UK experienced postal delays over Christmas, with 3.4 million facing serious consequences such as missed medical appointments, late bill payments, and lost legal or financial documents, Citizens Advice has revealed.
The South East was the worst-hit region, with 27% of people reporting late or missing post in December.
Royal Mail Failing to Meet Delivery Targets
Under the Universal Service Obligation (USO), Royal Mail is legally required to deliver letters six days a week. However, it has failed to meet its annual first- and second-class delivery targets every year since 2019. The last time Royal Mail met a first-class delivery target was in the second quarter of 2019, and for second-class post, the last successful quarter was late 2019.
With Ofcom set to review the USO, there is growing concern that changes could lead to reduced service levels and higher prices for consumers. Proposed reforms may see second-class letter deliveries cut to alternate weekdays, potentially paving the way for Royal Mail to increase prices even further.
Consumers Paying More for Less Service
The cost of a first-class stamp has more than doubled in the last five years, yet postal delays have become a common issue. A Citizens Advice survey found that 29% of people sent fewer Christmas cards in 2024 due to the rising cost of stamps.
Tom MacInnes, Director of Policy at Citizens Advice, said:
"For far too long, letter delays and poor service have become business as usual at Royal Mail. This isn’t just about late Christmas cards—millions of people face serious consequences when they miss important post, such as hospital appointments or bill payments."
What’s Next for the Postal Service?
Citizens Advice is calling on Ofcom to ensure that any changes to the USO protect consumers from higher prices and continued delays, rather than just focusing on Royal Mail’s financial interests.
An Ofcom spokesperson acknowledged the challenges, stating:
"Consumers are at the heart of our review. If we do nothing, the service risks becoming unsustainable, and people could end up paying even higher prices for a poorer service."
Meanwhile, a Royal Mail spokesperson defended its performance, claiming:
"99% of items posted by the last recommended posting dates were delivered in time for Christmas, despite severe storms causing disruption."
As postal services face major changes, Citizens Advice continues to fight for reliable, affordable, and accessible mail services for all.