Wednesday 2 June 2010 11.18am
I recommend that people with complaints about the postal service contact Mark Higson, Managing Director, Royal Mail Letters, at [email protected]
Generally, it's a more effective way of getting public dissatisfaction with the postal service before the management's eyes than going through the Post Office's Byzantine complaints procedures, which are heavily weighted toward discouraging complaints and avoiding responsibility. Of course Mark Higson will pass the complaint down to a lower level of management and any action taken is only likely to have short-term effect, but the other option is to do nothing or complain to the local sorting office (which will have the same effect as doing nothing).
When he was boss of Royal Mail I found Adam Crozier quite helpful (and willing to reply in person to my e-mails), but now he's moved on and his successor doesn't start until July, so it remains to be seen whether she will be equally worthwhile contacting.