Statistics for mail delivered to the wrong address complaints

Dear Sir / Madam

Thank you for your request for information received on 25/06/2009, which
we are considering under the Freedom of Information Act. Under the Act
you should expect a reply from us to be sent by 23/07/2009, which is
twenty working days from receipt of your request.

If for any reason we are unable to provide you with a full response within
that time, we will contact you explaining the reasons for this and giving
a revised date by which we will reply.

If in the mean time you have any questions or would like to contact us
about your request, please contact us by telephone 01252 806513 or
alternatively email or write to us at the address below. Please be
assured that we are giving this our attention and will get back to you
shortly.

Yours sincerely

John Cere
[1][Royal Mail Group request email]
Freedom of Information Unit
PO Box 341, ALDERSHOT, GU11 1WW

Royal Mail is a trading name of Royal Mail Group Ltd. Registered in
England and Wales.
Registered number 4138203. Registered office at 148 Old Street, LONDON
EC1V 9HQ

References

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Dear Sir or Madam

I am writing in response to your request for information dated 25 June
2009. You requested the following information:

"Over the past 5 years how many complaints have been received regarding
the delivery of mail to the wrong address".

Royal Mail publishes the numbers of complaints received each year on our
website - www.royalmailgroup.com. The number of Mis-Delivery complaints
received in the last 5 years are shown below. Figures for 2008/09 will be
published in the future.

2003/4 - 107,825
2004/5 - 201,349
2005/6 - 164,283
2006/7 - 117,011
2007/8 - 102,010

To put these figures in context, Royal Mail delivers over 75 million items
every working day the vast majority of which arrive safely and on time.
Our Quality of Service reports show that the targets for First and Second
Class mail services were both met in 2008/09.

I hope this information meets your requirements but please contact us if
you have any further requests. Please provide us with your full name in
any future requests for information. Guidance from the Information
Commissioner states that an applicant should provide their real name so
that the request can be processed in accordance with the requirements of
the FOIA. Therefore, where a public authority receives a request from a
person using an obvious pseudonym, there is no obligation to comply with
the request.

If for any reason you are not satisfied with this response, you do have
the right to request a review. If you wish to do so please set out in
writing your grounds of appeal and send to the Head of Information
Compliance, Royal Mail Group, Company Secretary's Office, 100 Victoria
Embankment, LONDON, EC4Y 0HQ. An internal panel will then review the
decision, and you will be advised of the outcome.

If, having requested an internal review by Royal Mail, you are still not
satisfied with our response you also have a right of appeal to the
Information Commissioner at:

Information Commissioner***s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 01625 545 700
www.informationcommissioner.gov.uk

Yours sincerely

John Cere

Freedom of Information Case Officer
[1][Royal Mail Group request email]

References

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