Royal Mail : Ofcom investigation

We are disappointed with our First Class regulated Quality of Service performance in 2018-19. We accept and understand Ofcom's decision.

We are pleased that Ofcom has taken into account the unprecedented impact of the coronavirus pandemic on our operation when assessing our 2019/20 First Class Quality of Service performance. We worked hard to restore our service quality in 2019-20 and, were it not for the pandemic and its impact on our business in the latter half of March, we were on course to deliver the requisite First Class regulated Quality of Service target (93 per cent). Despite our best endeavours, some areas of the UK experienced a reduction in service levels during March. Relevant factors included high levels of coronavirus-related absences and necessary social distancing measures.

We accept and note Ofcom's decision around the 2019 Second Class price cap. We made a mistake. Due to an error on our part, our price for Second Class stamps was 1p above the requisite regulatory cap for seven days. At the time, we sought to put this error right by publicly acknowledging our mistake. We also donated the revenue that we expected to make from this error - £60,000 - to our chosen charity Action for Children which helps young people at risk of developing mental health problems. We worked with Ofcom throughout this investigation and lessons have been learned by us during this process.

- Ends -