An estimated 15.7 million people in the UK experienced postal delays last month, according to new research commissioned by the charity, Citizens Advice.
Many of those who experienced delays said they had suffered knock-on impacts, such as missing health appointments, fines or bills.
One woman said at least four of her hospital appointment letters were delayed during a “high risk” pregnancy.
Citizens Advice Chief Executive, Dame Clare Moriarty, described the level of delays as “appalling”.
The charity also called on regulator Ofcom to strengthen its current review of postal services.
Royal Mail said the year 2022/2023 was “one of the most challenging in our history” and said its services had been impacted by strikes and “high levels” of staff absence.
Image: Royal Mail has blamed strikes for the disruption
The survey of more than 4,000 adults surveyed between 25 May and 5 June found nearly one in three (31%) of those questioned – equivalent to be around 15.7million people if replicated across the UK – said they had experienced a letter delay, while 22% said they had experienced a parcel delay.
Of those who responded, 15% said they had experienced a serious negative consequence, including missing important documents, missing a health appointment, or losing money through fines.
The charity also said that its research showed how people of colour were nearly twice as likely (23%) to experience negative consequences as a result of letter delays compared to white respondents (13%).
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Meanwhile, 21% of disabled people experienced negative consequences as a result of letter delays, compared to 13% of non-disabled people, according to the charity.
Winifred, a 24-year-old from Hemel Hempstead, told the charity that during her pregnancy – regarded as “high risk” by doctors – she waited for multiple hospital letters that failed to arrive on time.
“I was so stressed out,” she said.
Image: File pic
Winifred, who now has an eight-week-old baby, added: “Another time, I knew I had an appointment that week, but hadn’t received the letter so I went directly to the hospital to ask when the appointment was.
“They told me it was the next day – if I hadn’t gone to the hospital to ask, I would have missed it.”
The Citizens Advice report comes after MPs recently highlighted evidence that Royal Mail had prioritised parcels over letters and called on Ofcom to investigate this issue across a number of years.
The charity said its research showed it was no longer acceptable for Ofcom to have a business-as-usual approach to its investigation and called on the regulator to launch a multi-year review into mail delays and deprioritisation.
Dame Clare Moriarty said: “Royal Mail’s delays are still at appalling levels and it’s consumers who are being saddled with the consequences.
“Delayed post’s been an issue for years and the problem is only getting worse. Ofcom must now do a full root-and-branch investigation into mail delays.”
A spokesperson for Royal Mail said: “We’re sorry to any customers who may have been impacted by our performance during a year that has been one of the most challenging in our history, with quality of service materially impacted by the long-running industrial dispute with the CWU and compounded in some areas by high levels of staff absences.
“Improving quality of service is a top priority and an improvement plan is already underway.”
An Ofcom spokesperson said: “We assess Royal Mail’s performance against annual delivery targets and we are investigating its failure to meet delivery targets for 2022/23.
“We take quality of service seriously. If we determine that Royal Mail has failed to comply with its obligations, we may consider whether to impose a financial penalty.”
WH Ireland, the wealth management group, is in talks about an all-share merger with Team, another London-listed operator in the sector.
Sky News has learnt that the two companies are in advanced discussions about a deal that could value WH Ireland at more than 4p-per-share – roughly eight times the value of a rival transaction which was voted down by its shareholders last month.
Sources said the deal, if completed, would create a larger player in the UK wealth management market, although the companies are relative minnows with a combined market capitalisation of just £20m.
Both WH Ireland and Team declined to comment.
The value that the prospective deal places on WH Ireland’s stock may prompt questions from its shareholders about why a transaction worth a fraction of its value received a recommendation from its board and advisers.
Last month, Sky News revealed that the £1m sale of WH Ireland’s wealth management division to Oberon Investments was on the brink of collapse after a group of investors moved to block it.
WH Ireland’s wealth arm has about £830m of assets under management, while Team has total assets under management or administration of more than £1bn.
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The former’s biggest shareholders, according to its website, include TFG Asset Management, which owns 29.9%, the prominent City figure Hugh Osmond, who holds just under 10%, and Melvin Lawson, owner of a 9.7% stake.
The board of WH Ireland is chaired by Simon Moore, who also chairs LV Financial Services, the life insurance mutual.
NSK said it had begun consultations with union representatives on its plans.
Unite the Union said it would fight the planned closures. It described the announcement as a “betrayal” of the workforce.
The company first began operations at Peterlee in 1976. It has another UK manufacturing facility at Newark in Nottinghamshire and another three in Germany and Poland.
The Peterlee factories produce bearings for steering columns and wheel hubs.
Its customers are understood to include VW, Renault and fellow Japanese firm Nissan, which has sprawling car production facilities just up the coast at nearby Sunderland.
Its statement said NSK Europe had faced “persistent challenges in the profitability of locally manufactured products”.
“NSK will continue discussions with stakeholders and provide support measures for affected staff if the closure proceeds, which is expected to be completed no later than March 2027.
“The company has not yet determined the full impact of this decision on its business performance,” the statement concluded.
Challenges for UK manufacturers in recent times include Brexit red tape and high energy costs, though the Peterlee operation is understood to have been run on power generated purely from wind.
Unite blamed pressures on automotive parts suppliers from weak demand hitting car manufacturers during the transition away from internal combustion engines to electric vehicles.
Its general secretary Sharon Graham said: “This is a complete betrayal by NSK of its County Durham workforce, who have broken their backs hitting performance targets that they were told would keep their factories safe.
“There is a viable business case for keeping these sites open and Unite will fight tooth and nail for that to happen.”
Unite said it was urging the government to intervene with financial support to protect automotive jobs.
Thousands of job cuts at the NHS will go ahead after the £1bn needed to fund the redundancies was approved by the Treasury.
The government had already announced its intention to slash the headcount across both NHS England and the Department of Health by around 18,000 administrative staff and managers, including on local health boards.
The move is designed to remove “unnecessary bureaucracy” and raise £1bn a year by the end of the parliament to improve services for patients by freeing up more cash for operations.
NHS England, the Department of Health and Social Care, and the Treasury had been in talks over how to pay for the £1bn one-off bill for redundancies.
It is understood the Treasury has not granted additional funding for the departures over and above the NHS’s current cash settlement, but the NHS will be permitted to overspend its budget this year to pay for redundancies, recouping the costs further down the line.
‘Every penny will be spent wisely’
Chancellor Rachel Reeves is set to make further announcements regarding the health service in the budget on 26 November.
And addressing the NHS providers’ annual conference in Manchester today, Mr Streeting is expected to say the government will be “protecting investment in the NHS”.
He will add: “I want to reassure taxpayers that every penny they are being asked to pay will be spent wisely.
“Our investment to offer more services at evenings and weekends, arm staff with modern technology, and improving staff retention is working.
“At the same time, cuts to wasteful spending on things like recruitment agencies saw productivity grow by 2.4% in the most recent figures – we are getting better bang for our buck.”
Image: Health Secretary Wes Streeting during a visit to the NHS National Operations Centre in London earlier this year. Pic: PA
He is also expected on Wednesday to give NHS leaders the go-ahead for a 50% cut to headcounts in Integrated Care Boards, which plan health services for specific regions.
They have been tasked with transforming the NHS into a neighbourhood health service – as set down in the government’s long-term plans for the NHS.
Those include abolishing NHS England, which will be brought back into the health department within two years.