Policy & Research
Post
At the core of the consumer experience of postal services has been a universal postal obligation and the convenience of a local post office. These essential services find themselves under considerable pressure. Major changes to Royal Mail and the post office network have raised big questions about the level of service and value that consumers can expect.
Consumer Focus is the postal services consumer watchdog. Our work in this area has never been more important.
What Consumer Focus is doing
The scale of potential change in the postal market is huge. These include changes to the structure of Royal Mail, changes to the regulatory environment and potential changes to the six day a week, uniform price service that consumers have been used to. We represent the consumer in these debates and it is our job to make sure your voice is heard and that there is a sustainable postal service for all.
In recent years the Post Office network has shrunk by over 2,500 local offices. The future for many of those that remain is not certain. On your behalf we monitor all the changes and closures across the network. Not just whether a local community keeps its post office, but what services it provides and how well it provides them.
Latest News
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January e-newsletter: The latest energy news, the lowdown on online public services and more
27 January 2012
This month: - Energy news - Post news - What consumers think of online public services - Downsides to digital - What’s new from Consumer Focus – our latest research - Behaviour change and CSR conference
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Ed Davey announcement on future of post offices
24 January 2012
Responding to the news that Royal Mail and Post Office Limited (POL) have agreed a commercial arrangement that will provide a significant amount of security for the network over the next ten years, Mike O’Connor, Chief Executive of Consumer Focus said: ‘We welcome this announcement by Edward Davey – a ten year deal is good [...]
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December e-newsletter: The latest energy and post news, and more
22 December 2011
This month: • The outcome of our super-complaint on holiday money • Help us to make a difference in 2012/13 • Positive changes in the energy retail market • An update on post issues • A new approach to switching • What's new from Consumer Focus – our latest research and reports
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Computer problems in Post Offices today
12 December 2011
Commenting on the computer problems experienced in Post Offices today, Andy Burrows, Head of Post Offices & Essential Community Services at Consumer Focus, said: ‘We are extremely concerned that this is the second nationwide computer failure in post offices in less than six months. This will have caused major disruption for consumers at the busiest [...]
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Latest Publications
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Devon knows – Long-term impacts and lessons from the Post Office Closure Programme
7 December 2011
In May 2007, the Government embarked on the Network Change, or Post Office Closure Programme, which resulted in Post Office Ltd (POL) closing nearly 2,500 post offices, including 500 branches, which were replaced with Outreach services. The Post Office Closure Programme was necessary to help get the Post Office network on a more stable footing [...]
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Regulated Industries Unit Prospectus
19 October 2011
Consumers face many challenges in complex, essential markets (such as energy, post, transport, digital communications and water) but there are also opportunities over the coming years. It is important that the consumer voice continues to be heard and we are keen to contribute to the design of a strong, expert voice drawing on a deep understanding of [...]
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Counter measures – delivering access to current accounts for all at the post office
31 August 2011
Consumers tell us there is a significant appetite for all current accounts to be accessible at post offices. Our research suggests over 18 million consumers would be likely to use post offices, in addition to their bank branches, to access their current accounts. With 11,800 branches, there are more post offices in the UK than [...]
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