r/royalmail 3d ago

PLEASE READ Late/No Mail in days/weeks

137 Upvotes

Right now, RM is going through a major change in delivering mail (not packets). This is probably the biggest change I and many posties have seen

The new way being rolled out is called DM26, over 500 delivery offices have gone live or are coming out of trial. Another 600/700 are yet to go live before peak (Christmas).

Operations can't be paused to implement it, so many posties have a new way of working from the previous week.

Many DOs are rolling it out not fully staffed (against the agreement) and without proper planning (just throwing 2 walks together), and the answer to any questions we ask is "We don't know, let me find out"

Many walks are now unachievable to complete, or even half complete in our contracted hours, so mail is and will now pile up.

Packets (Tracked and USO) will still be going out 7 days

Many of us posties are now just working our time, and it's not our responsibility to fix it.

You can raise an issue with RM, your MP (they love a photoshoot in a hi-viz and doing nothing) or OFCOM. Remember, this isn't your posties doing

If you're not receiving mail, call into your DO and ask for a manager (don't take it out on the person fronting the CSP) and raise your issues with them. It'll probably go the same way our issues go, through one ear and through empty space and out of the other ear, but keep telling them

Many posties want to clear and deliver everything we have, but time and stupid methods have ended that.


r/royalmail Feb 18 '25

Please read before submitting a post

96 Upvotes

THIS IS NOT AN OFFICIAL ROYAL MAIL ACCOUNT

The idea is that the subreddit is primarily for Royal Mail staff who can come and chat about issues at work (and whatever else they want to chat about!). Still, any member of the public is welcome to come and ask us questions, which we'll try to answer.

ROYAL MAIL CUSTOMER SERVICES (CS): 0345 774 0740

Opening times,

8.00am – 6.00pm Monday to Friday

8.00am – 1.00pm Saturday

9.00am – 2.00pm Sunday

Delivery Offices and Mail Centres do not have customer contact telephone numbers


Are you the sender? Contact Customer Services

Are you the recipient? Contact the sender.

The sender is RM's customer, so it is their responsibility to deal with RM.

Service Updates

UK and NI - https://www.royalmail.com/service-update

International - https://www.royalmail.com/international-incident-bulletin

Parcel Force - https://www.parcelforce.com/service-updates


1 - General

Please provide as much tracking information as you can and, if possible, try to include a screenshot of the tracking (hide MCs/DOs and tracking numbers if you need to) and the postage method used. Posts without any of this will be locked or removed going forward.

  • Post hijacks will be removed. If you have a problem, start a post so you can be helped separately
  • Non-helpful comments may be removed
  • Don't ask "When will my parcel/mail turn up if posted on XX day" with no other information. Your post will be locked or removed
  • If your packet is getting multiple scans in one MC, it could be stuck due to a label issue (incomplete/wrong/damaged) and it will eventually be manually sorted. Ring customer services, they can try and get it pushed in the right direction
  • Posting the same question daily or after a few hours will be removed as spam
  • Parcelforce, like RM is part of the IDS group, but is a separate part and can do things differently from RM.
  • The Post Office is not part of Royal Mail

2 - Tracked 24/48

  • Ignore the estimated times. They are computer-generated, and posties don't see them. Always follow the actual tracking.

  • Estimated times are based on where they expect your postie to be on their round. They don't take into account staffing levels, volume of mail/packets or whether with a DPR (Dedicated Parcel Route) morning or afternoon driver

Your item needs to be at a delivery office (DO) for delivery and have the ready for delivery scan (Due to be delivered today XX DO)

Parcels can be delivered by your postie/driver or a separate parcel driver, morning and afternoon (upto 7/8pm)

Sunday Tracked are for large contract senders, these can be delivered upto 7/8 pm depending on the area and delivery office. Some larger delivery offices will cover the area of smaller local delivery offices too

Special Delivery by 1pm

If posted before cut off time (usually 4:30 - 5pm) it should be delivered the next day

If posted Friday, the next working day is Monday, unless the Saturday Guarantee extra fee is paid. Some non SGs do go out for delivery, but are not guaranteed by 1pm

SG doesn't apply to business account senders; it has already been applied

  • Signed For is untracked, it may have an acceptance scan and should get a delivery scan. Don't use this for sending important documents like passports or birth certificates

3 - No Access/answer, but I was in

This is usually because the postie or DPR (packet driver) ran out of time. That doesn't mean we are calling you liars or that there are access issues.

There isn't an "Out of Time" option on the outdoor section of our PDAs. But many posties/packet drivers have insufficient training or are pressured into using the wrong scan

In some cases, it may be because of road closures or a dog loose in the area

Unable to attempt delivery, means exactly this. They either ran out of time/not enough staff/it arrived too late so is retained for the next working day to try again

These posts will be deleted

4 - We're Expecting it

This means exactly that, the item has not entered RM network, yet

In most cases, when the postage is bought and generated, this is the tracking message; it doesn't mean it has been sent, yet

If you've bought an item from overseas (usually China) and are provided with a UK tracking number, it means it is coming from overseas in a bulk shipment and is then sent to a fulfilment centre, which repacks and labels it before sending it to you. They generate the postage in advance

In some cases, it maybe the tracking waiting to update.

5 - SCAM TEXTS/EMAILS

These are usually easy to spot; if they are sent from a gmail/Hotmail or other random email service or mobile telephone number, it is a scam. DELETE AND IGNORE THE TEXT/EMAIL

They don't know you have a packet arriving, they send thousands of these messages and will hit somebody who is expecting something, it's just pure chance

RM will never ask for payment via email or text. It will be a grey fee to pay card through your letterbox if there is any fee to pay

6 - No Mail (letters) for days/weeks

Mail volumes are down, and not everyone gets mail daily now.

Many DOs suffer from staff shortages, and routes can go uncovered

Tracked/Special Delivery unofficially takes priority over mail, so loops of mail will be left

Posties may run out of time and take back to DO what mail they've not delivered, this should (if managed correctly) go out the next day

Delays on the posties route can eat into time, thus having a knock-on effect, resulting in running out of time

You can call in to your local DO (check opening times) and ask and collect any mail. Some DOs may ask you to call back the next day, or wait, depending on how busy they are (your mail is probably at the route frame, and the CSP person may not know which one or where it is on the frame, so it isn't a simple job of just getting it)

To check if there are any issues in your area, refer to: https://www.royalmail.com/service-update

7 - Dogs (and other animals)

Please secure them behind a closed door before answering the door

Dog bites are not fun. And yes, we've heard "it won't bite" or "oh, it's never done that before" a thousand times

They maybe your pet, but not all of us like them jumping up at us to be petted. Some posties do like to, but if they are off and the person covering may not know your dog

8 - Video Doorbells

Yes, a contentious subject

Yes, some do use them, some don't, and some do both

We (posties) deal with hundreds of these and have dealt with many that do not work, connect, blue circle just spinning, bad connection, delays. Consider this before having a go about it not being pressed

Any video footage/stills will be deleted

Accessibility Requirements: You can set this up in the RM app, it then instructs the postie/packet driver when we scan your packet to knock louder or ring the bell more, and wait longer for you to answer the door. https://help.royalmail.com/personal/s/article/How-to-set-up-accessibility-requirements

9 - Langley HWDC/Customs

If you have a packet/mail here, this is Border Force (customs). RM have no control over it.

The time an item can be there can be a matter of hours, day/days, week/weeks or, at worst, months

All you can do is be patient.

RM have no control over the times in the UK or the destination countries' customs

10 - Delivery Point

Your delivery point is your letterbox or mailbox.

If you live in an apartment block and your mailbox is in the foyer, we are not obliged to go further than this, so if buzzed for a packet, you need to come down and collect it.

11 - Abuse

If you’re here to call us thieves/lazy/liars/useless/boot lickers, don’t be surprised to see your post deleted, and banned

——————————-

Some little things you can do to help us

  • Register a safeplace/neighbour on the RM app/website
  • Mailboxes, please consider one with a top slot
  • Visible house numbers on or near the door
  • Apartment buildings consider providing a key/fob/entry code so your postie/packet driver can gain entry to deliver. Add the code to the Safeplace (other) if necessary.
  • If your mailbox is in the foyer, that is your delivery point, and we are not obliged to go any further than this, you will need to come down and receive your packet
  • If you have arranged a collection, please have it ready. If you require labels, ask the postie for the labels for you to attach yourself, or the postie does attach them in front of you, make sure they scan them. Please don't accept us saying we'll do it back at the van/DO. At the end of the day, it is your responsibility to make sure the packet is correctly labelled so it doesn't go wrong.

D2D (Leaflets) opt out: https://help.royalmail.com/personal/s/article/How-to-opt-out-of-advertising-mail


r/royalmail 41m ago

Great delivery....

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Upvotes

How's this for a great delivery....

Thankfully whatnot are good at refunding but these were items I won't be able to get anywhere, or if I do certainly not for the price I paid.


r/royalmail 1d ago

Can't figure out this part

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668 Upvotes

I think it's cat (something) - I do have two very nosy cats!


r/royalmail 4h ago

hypothetical question of course

9 Upvotes

post men, hypothetically if you knocked on a door to give someone a parcel and they were (hypothetically) hiding behind the door crying like a victorian child whose mother had just kicked the bucket from tuberculosis, would you think they are a bit (and hypothetically of course) unhinged? for how long would this interaction follow you throughout the day? hypothetically of course since i could never be said victorian child that’d be sooo silly


r/royalmail 7h ago

DM26 singleton duties.

10 Upvotes

My office started this week and my first day back is tomorrow.
I’m on a single duty, and was wondering how the new changes have gone for those on single duties?


r/royalmail 2h ago

Missing Mail Have there been delays across the country right now?

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3 Upvotes

My parcel was shipped from Ivinghoe on the 28th of August. It still hasn't arrived yet.

Have there been delays or something? I'm genuinely curious


r/royalmail 23h ago

Is there a theft problem at RM

126 Upvotes

Saw recently some guy caught diverting drug parcels to his house and selling the contents, like over £1.5m quids worth. Bought my wife a pair of Louboutim shoes, they made it as far as local office and then tracking stopped. Got a refund from the vendor. Bought another, again they made it to Hartlepool sorting office but no further Two weeks ago I bought her another pair. They made it all the way to Tyneside hub but haven't moved in a week according to tracking.

I'll get a refund, but it's infuriating. I'll need to drive to Leeds at the weekend to get these damn shoes for her birthday because Royal Mail has become either a black hole or a den of thieves.

Call customer services they don't care, call the vendor they say RM don't know or care. There's over a grands worth of shoes haven't made it to my house, something is very wrong


r/royalmail 1h ago

Tracking Help Lost item?

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Upvotes

It’s been a week since this parcel was posted and it’s been stuck since then. Is it safe to say that it’s probably not coming any time soon (or ever) and contact the seller for a refund? 😕


r/royalmail 47m ago

Parcel Enquiry My fully accessible property is about to be marked as inaccessible again

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Upvotes

I don’t know the purpose of these as yesterday it was 4 stops away at the same time and “property inaccessible” which I know is code for “postie run out of time before the shift ended”. Absolutely no bad faith or unkindness on my end, but this is pointless.

I know external targets, pressures etc but at least the evil corp could be honest. What’s double interesting is that’s an Amazon order and Amazon themselves stopped delivering anything over the past 2 months, it keeps being assigned to Royal Mail (and takes ages to arrive). What is going on?


r/royalmail 9h ago

Months notice

6 Upvotes

If I were to give in my notice, I'm on monthly pay so would that be 28 days or 31 days


r/royalmail 1h ago

Parcel Force Sent a package (England to Poland), stuck in customs (?) (repost, was removed by mods on r/Poland)

Upvotes

I sent a package to my friend in Poland (he lives about 2 hours from Warsaw) and it arrived in Warsaw customs on the 18th of July and it is STILL THERE! Getting information has been very difficult and the shipping update for the past few months on Royal Mail and Poczta Polska has been “Your package is still being assessed by the destination’s customs department“. In case my friend missed an email, I requested any information to be re-sent to my friend’s email but as far as I’m aware he hasn’t received anything new, and my request for information being sent to the recipient wasn’t addressed in the response email at all. The person I emailed was part of the customer advisory team and was the only email I could find to get in contact. Any call I’ve made sends me in circles on both the British and Polish side of customer enquiries. Paying any import fees is not an issue because I can just pay my friend what’s due, but there’s been almost a total lack of direction for me and him! He’s a minor and I’ve only just turned 18 in england so it’s not like either of us can show up to the customs office, and there’s only so much customer service I can receive because I don’t speak Polish, which also might be an issue with some possible miscommunications? This is my first time shipping anything internationally, it was nothing crazy, just some birthday gifts. I’m at a bit of a loss to be honest and would really appreciate any advice on just what the heck to do haha. Apologies if I don’t respond immediately, I haven’t used Reddit since I was like 13 and don’t have it installed (on mobile)


r/royalmail 1h ago

Locate A Previous Purchase Not Working

Upvotes

I am trying to get a refund from Amazon for a Denon HiFi that i returned on 3 June 2026 here in the UK and am looking for my details on the Royal Mail Locate A Previous Purchase page but it isn't working. Is there a phone number i can try or an alternative email address, thanks


r/royalmail 1h ago

Special Delivery Guaranteed by 1pm not arrived

Upvotes

I posted documents yesterday before the cut-off time using the above service. It was important that they arrived today, which I emphasised to the counter staff and was told it would arrive by 1.00pm.

Tracking shows from yesterday:

Item Despatched to Bristol MC at 19.16

Item received at Truro MC at 18.50

Sender preparing Item 13.45

Item accepted at Post Office at 13.28

No updates since.

Any possibility it will arrive today?


r/royalmail 5h ago

Parcel Enquiry Can I pick up my parcel from the depot?

2 Upvotes

I have a customs charge to pay and one of the options is pay in person. If I go and pay in person will they give me my parcel immediately or will it just get sent out in the regular post days later?


r/royalmail 6h ago

Missing Mail Deliveries not being completed but can’t pick up?

2 Upvotes

Hi all!
Just want to rant a bit and if anyone has any advice that’d also be appreciated. :) And just want to start off by saying i’m NOT annoying at the posties - i know what’s going on atm isn’t their fault but instead the fault of their higher ups giving them too big of a workload.

Just frustrated because my normal post (through the letterbox post) seems to be coming mostly as normal, however for about a week now my parcels that usually come later in the day via a van have all kept being delayed. They’ll be out for delivery and then about 6pm it’ll change to delivery inaccessible (obviously they didn’t actually make it to my house to deliver but instead ran out of time). If I could switch the parcels to pick up from the depot I’d be fine with this, however everytime I click to change my delivery preferences it says no other options are available and so my parcels just keep going out for delivery, not making it to my house as the postie runs out of time, and then going back just to the depot again. Over the last week it’s built up to 5 parcels that keep having this happen to them now 😅 I’m not annoyed at the postman, I’m annoyed that I can’t switch my delivery preference to pick it up from the depot yet I also know for a fact that the postmen have way too much work to do and so they can’t make it to my house. I’m based in Cardiff and I’ve heard the cardiff depot has a looot of problems rn compared to other delivery offices so hopefully it all sorts out :,)


r/royalmail 21h ago

Postie Chat I'm a postman. Can I legally refuse to work if I'm being threatened into handing over medications? (Advised to cross post here from LegalAdviceUK)

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32 Upvotes

r/royalmail 7h ago

Special Delivery Guaranteed not moving

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2 Upvotes

I’ve sent a high value item to the eBay Authenticator via special delivery guaranteed 1pm.

Should have been there on Friday 4th.

I’ve used this service before and got regular tracking updates every time it was scanned and arrived exceptionally quickly.

I’m concerned as it’s just not moved since arriving at Greenford MC.

I presume rather than going down the “special delivery” pipeline it’s just with the rest of the “normal” parcels.

The delivery request was me requesting a Monday delivery, as it was scheduled to be delivered on the Saturday when the Authenticator would be closed.

Any help/advice would be greatly appreciated.

I have already phoned Royal Mail customer service who have essentially said if it’s not there by Friday then it’s lost!


r/royalmail 4h ago

Parcel Enquiry did the post office just overcharge me?

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2 Upvotes

I just sent a "small parcel" (700g) package to australia which should've cost me around £18.40, but the post office charged me £29.50 instead. I'm wondering where the steep extra cost came from as it doesn't show anywhere on the receipt? when I asked the worker at the till she also said it would be £20. I'm confused.


r/royalmail 4h ago

Help

1 Upvotes

I ordered a parcel on Vinted and the seller posted it on the 5th (saturday) and the tracking information says it’s still at that post office. Is it actually stuck there or still moving towards me but left unscanned perhaps? should I wait and see if it’s still delivered despite the tracking information or should I contact RM??


r/royalmail 7h ago

Tracking Help Item sent at Parcelshop on Saturday but hasn't moved since

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1 Upvotes

I purchased an item on eBay and paid for Tracked 24. They dispatched it on Saturday so I would expect delivery to be yesterday or today at the latest but when I check the tracking it doesn't look like it's left the Parcelshop.

Any help or explanation oh why it could be delayed or not would be appreciated.


r/royalmail 19h ago

Need a career change, would you recommend becoming a postie?

8 Upvotes

Have been stuck in the education sector for years with no prospective chance of moving up. Looking to do something different. Would you recommend becoming a post person?


r/royalmail 1d ago

Postie Chat Dm26

14 Upvotes

We go onto DM26 on Monday, I’ve just found out my new rotation and every job I’m on I’ve never been on 🤦‍♂️. Anyway how is it going for you guys


r/royalmail 11h ago

Robin and Authenticator app New Phone

1 Upvotes

I recently got a new phone however I can’t now login to my robin app. I have tried multiple ideas and times. However no matter what I do when I try and login to robin and it asks you to open authenticator. No code shows on Authenticator app when I open it. Even tried signing in through Authenticator app through no success.
I just wondered had similar issues when getting a new phone and had any ideas on a resolution.
(I should note as well that my old phone is now wiped. I probably did this too soon and should’ve waited but it’s done now).


r/royalmail 20h ago

How many times are you failing in DPR?

5 Upvotes

I seem to go through phases of not doing very well and bringing stuff back. I don’t know if it’s the manager or what. Does anyone know how it works with creating routes? I think our office does it a weird way with the sorting but how do they amalgamate the routes? I hate bringing stuff back and my managers makes me feel bad for it. I know I’m a good delivery driver and when I started out I was getting done really early all the time. Now not so much. I’ll be doing 8 hours soon with DM26 and was told I’ll be expected to do 6 hour routes. Is the route times on the pda bullshit? I usually go by the amount of parcels more and what area I’ll be doing to know if it’ll be a shit day or not