POL00447958 - Postmaster Complaints Analysis - H1 FY23/24 –Report

Evidence on official site

Postmaster Complaints Analysis — H1 FY23/24

The volume of complaints in the first half of this financial year
<* are 16% lower than the first half last year

FY23/24 volumes have been lower than in all except 1 period so far this finmytisl year

mFY23/24
600

. i
100
Pa P2 P3 Pa PS P6

The top 5 complaints drivers represent 67% of complaints received so far this
year to date

Top 5 Complaint Drivers for FY23/24

ae a <

Royal Mail 398

oO

rere
Branch Finder Services 98
100

200 300 400 500 600

POL00447958

POL00447958

45% of all postmaster complaints this year have related to either Parcelforce or Royal Mail.

Whilst Royal Mail related complaints are slightly elevated (+5% vs FY22/23), Parcelforce volumes
are significantly higher (+53% vs FY22/23).

The graph below shows the cumulative Parcelforce related complaints received during the first half
of this year vs last year with volumes diverging from P3 onwards.

Cumulative Parcelforce Complaints year on year FY22/23 ——=FY23/24

700
600
500
400
300
200
100

ty)
ie P2 P3 P4 PS PG

When analysing this further we can see that 97% of complaints from postmasters regarding
Parcelforce relate to failed or late collections in branch. These may offer the best opportunity
to reduce the volume of complaints raised during the course of the next half of this year.

Late Collection I I 23

Staff Attitude I Fry
Incorrect AdviceI 3
Mails inearityI 2
I

Branch Full / Bulk Out I 4

() 100 200 300 400 500 600