This is an HTML version of an attachment to the Freedom of Information request 'Dividing up Customer Complaints'.

08 December 2011 
Ms Wendy Wilson 
Information Rights Team 
(Freedom of Information Act)  
By email: [FOI #93780 email]
Company Secretary’s Office 
4th Floor 
Royal Mail Sheffield 
Pond Street 
S98 6HR 
[Royal Mail Group request email] 
Dear Ms Wilson, 
Re: Freedom of Information Act Request (Our Reference: KFEN-8NTC54) 
I am writing in relation to your recent request for information received 20 November 2011 
which has been considered under the terms of the Freedom of Information Act 2000.  You 
requested the following information: 
“Is it true that Royal Mail divides customer’s complaints up into different sections? 
Do you split customer complaints up to weaken the issues?” 
Royal Mail aims to provide customers with a reliable and consistent service at all times but 
recognizes that there will be times when a customer is unhappy with the service they have 
received. Royal Mail has a comprehensive complaints process which is available when this 
Customer’s complaints are split up if it is deemed necessary.  An example of this is if a 
customer is reporting the loss of more than one item, each item would be logged 
separately in order to ensure the details are accurately recorded for each missing item and 
generalisations are not made.   
If a customer was to contact our Customer Services department on more than one 
occasion about the same issue this would be flagged as a repeat complaint.  Additional 
information is recorded in the complaint description box meaning that all issues would be 
dealt with as a whole.  All complaints against delivery offices are passed to the local 
management team to action and repeat complaints are highlighted on these reports. 
Royal Mail Group Ltd is registered in England and Wales. Registered number 4138203. Registered office: 100 Victoria Embankment, London, EC4Y 0HQ. 
© Royal Mail Group Ltd 2011– Page 1 of 2 

By ensuring that complaints are logged separately we ensure that we are able to identify 
trends and drive improvements when required.  Complaints are in no way split up to 
weaken the issues.  
If you have any further enquiries regarding our Customer Services department you may 
wish to contact them directly either by telephone on 08457 740 740, or by writing to the 
following address:  Freepost Royal Mail, Customer Services, PLYMOUTH, PL9 7YB. 
Our full complaints process can be viewed at
I hope the information provided is useful to you.  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 request, and you will be advised of the 
If you decide to appeal and are still not satisfied with our response you also have a right to 
appeal to the Information Commissioner at: 
Information Commissioner’s Office 
Wycliffe House 
Water Lane 
SK9 5AF 
Telephone: 01625 545 700 
Yours Sincerely 
Kate Fearn 
Information Rights Officer 
Company Secretary’s Office 
Royal Mail Group Ltd is registered in England and Wales. Registered number 4138203. Registered office: 100 Victoria Embankment, London, EC4Y 0HQ. 
© Royal Mail Group Ltd 2011– Page 2 of 2