Changes to the post office network
What changes happen?
There are always ongoing changes to the post office network: post offices may close or relocate because a sub-postmaster retires or in the event of a flood or fire. These changes are subject to public consultation.
Post Office Ltd’s responsibilities to communicate and consult with its consumers are set out in a Code of Practice agreed between Post Office Ltd and Consumer Focus. The Code of Practice ensures consumers can know what to expect in the event post office closures, relocations, or franchise conversions are proposed in their area.
What can I do?
In the event that changes to the post office network are proposed, Consumer Focus encourages consumers to contact Post Office Ltd to explain how the proposals would directly affect them. You can do this by contacting:
Complaints about the consultation process
If you are concerned that the consultation process was not properly followed, you can follow a three-stage complaint process. In the first instance, you should contact Post Office Ltd and ask them to investigate your concerns. If you remain dissatisfied, you can ask Post Office Ltd for a further review of their handling of the case.
If you remain dissatisfied at this stage, Consumer Focus will investigate and make recommendations to Post Office Ltd where we consider the consultation process was not correctly followed.