South Ayrshire Council News

Trading Standards

Last year Royal Mail introduced a new pricing structure that moved from the traditional method of charging for letters and packages by weight only, to a system where both the size AND weight are the determining factor in working out the price of postage. At the time there was some concern that the new system might be confusing for some customers.

South Ayrshire Trading Standards Officers have recently checked the new pricing regime by testing some 30 separate Post Offices in their area. Using accurate weighing and measuring equipment, Officers constructed six items of 3 different sizes including a letter, a large letter and a packet. Ensuring beyond doubt that they matched the guide provided by the Post Office for working out the price for postage, the items were then posted 5 times at different Post Offices throughout the entire area.

In total, the price for postage should have been £37.00 but in reality the cost for posting the 30 packages was £47.76, a fairly hefty overcharge of £10.76 (29%). The results also show that:

• No item was under charged
• 21 packets out of 30 were incorrectly priced (overcharged)
• One item was charged at £2.38 when in fact should have been £0.98
• Only 4 out the 30 items posted were actually checked for size at the Post office counter.
• Of the 9 items priced correctly, 8 were in the packet size range

None of the items posted at letter size were charged correctly. As a result South Ayrshire Trading Standards are issuing warnings to those that failed and are in discussion with Post Office Ltd. to make sure that systems are in place to ensure that this does not happen again.
Andy Bayfield, Head of Area for Post Office Ltd in Scotland, said, "I am extremely disappointed that some of our branches in South Ayrshire have failed to price letters and packets accordingly. This is an important part of our business and we apologise for these mistakes.”

“We have taken immediate action at these Post Office branches and have spoken to all of the branches and their sub postmasters concerned. We will also be retraining staff before the Christmas rush and refunding the overpayment to Trading Standards immediately.”

Mr Bayfield added, “I want to reassure all our customers that we are very concerned about this matter and we will be carrying out robust mystery shopping to all of these branches over a lengthy period to check that this does not happen again as well as providing further information in branches for customers."

South Ayrshire Councillor Peter Convery, who is responsible for Trading Standards issues said,
“The Post Office introduced the scheme saying it was necessary to fairly reflect the cost of carrying items, which is defined as much by size as it is by weight. This would be true if indeed the items were measured, but after our study this does not seem to be the case and with only 4 items out of 30 checked for size it is clear that the system for proper calculation of cost is not working. I am glad to see the Post Office taking this matter seriously and taking prompt action to ensure this matter is rectified before the Christmas rush is upon us. Post Offices are a valuable part of our community life and people must have complete confidence in them.”

Tricia Dow Director of Postwatch Scotland stated, "This survey points out a real concern about how Post Offices are handling particular types of customer transactions. It is unacceptable to overcharge once, let alone repeatedly. We hope that the results will serve as a useful reminder to Post Office Ltd that staff, particularly in the run-up to Christmas, need to be making every effort to ensure that customers receive the service they deserve.”

A spokesman for South Ayrshire Trading Standards advised, “There is helpful advice available on the Royal Mail website to guide customers on the proper amount of postage appropriate to different weights and sizes of articles. All Post Offices have measuring devices for packages on display and I would urge everyone to check the size of their letters and packets prior to having them weighed so they can be clear in what price band it should be. In cases of discrepancy, consumers should be prepared to query employees of the Post office on prices quoted for letters and packets. After all, if you were charged £2.38 for a £0.98 loaf of bread you would question the shopkeeper over the price difference. An overcharge for posting a letter should be viewed no differently.”

The spokesman added, “We will be passing our results to other Trading Standards Services and following up with further checks on our own Post Offices locally. We expect colleagues may carry out checks across Scotland in the coming months. If consumers notice that their items to be posted at a Post Office are not measured or weighed, they should ask the Post Office staff for a reason. If anyone in South Ayrshire feels they have been unfairly charged at the Post Office they should get in touch with our Trading Standards Advice Centre on 01292 61 60 60.”