New complaint/Fwd: Post Office Ref: 1-2433956351
Wed, Aug 7, 2013 at 10:19 PM
I was at the Post Office in 34 County Road again today.
I had four packets for my web-shop, (I sell sweets like Glacier Mints to mostly Norway).
And I specifically asked for Certificates of Posting, for each packet.
Yet, when I went out of the Post Office, I noticed I had only been given two certificates, (and two receipts).
So I went in again, and the Post Office-woman who has been on holiday in Norway, (she told me once), wrote the address on the receipts.
And she told me that I could download a Certificate of Posting-form, from your web-site.
I said that was a good idea.
And I think I found that form now, when I searched on the internet.
So I'm going to start using it, I thought.
But anyway, I think that when I ask for the certificates.
Then I should have been given them.
If the Post Office offer a service.
(That is to issue certificates of posting).
Then they should do it properly, I think.
And the reason I want these certificates, is that once, some packets to Norway used long time.
And the customer contacted me.
And I only had the receipts.
How could I prove that I'd send the packets to the customer then?
The receipts could have been for packets I'd sent another customer.
I couldn't prove it wasn't.
So after this happened, I'd wanted to have the certificates of posting.
To be able to prove I've sent packets, when they use long time.
I think it's a bit wrong that I have to do this work-task.
Because sometimes post office-staff just makes these certificates automatically.
So I think that all Post Office-staff are meant to be apply to make them.
I think that the Post Office should do things properly.
If you offer a service you should do it properly, I think.
I've now sent more than a hundred packets with sweets, (from my web-shop), to Norway and the USA.
And I think I must have bought 'stamps' from you, for around £1000.
So I think I'm a quite good customer with you.
So I don't think it's right that you don't make the certificates of posting, when I ask for them.
But I'm going to try to use your forms now.
Even if I also have to fill out a form for the custom, so it gets a bit many forms now, so to speak.
(At least if there isn't a problem with my printer running out of ink, or something like that.
I wonder if I have to have extra printer-ink here now, since I have to print out so many forms now, for sending the packets, from my web-shop).
---------- Forwarded message ----------
From: Paula Loach <firstname.lastname@example.org>
Date: Mon, Mar 11, 2013 at 12:56 PM
Subject: Post Office Ref: 1-2433956351
To: "email@example.com" <firstname.lastname@example.org>
Customer Service CentrePO Box 740
Tel 0845 722 33 44
Fax 01226 273690
Textphone (for people who are deaf
or hard of hearing) 08457 22 33 55
Thank you for letting me know about your experience at County Road Post Office® branch on 21 February 2013.
I am sorry that the Branch Assistant who served you was rude towards you and had closed down his work station despite the branch still being open.I also understand that you have concerns over the actions of the Branch Manager. I do appreciate the concern that this matter has caused you and please accept my sincere apologies for this.
Please be assured that complaints of this nature are taken very seriously. I have therefore phoned the Branch Manager as part of my investigation.She has asked that I pass on her apologies and advised that the individual concerned is a relief staff member who covers when other staff members are on annual leave or on sick leave. However she has been reminded of the polite and professional service we
expect her and her staff members to maintain in accordance with Post Office standards.
I am confident that the above action will improve the service in branch. We do rely on customer feedback to improve theservice we provide so please feel free to contact us if you have any further issues.
The details of your complaint have been included and recorded under the above reference number. If you need to contact us againabout this matter, it would help us if you could quote our reference number to enable us to quickly access the information.
Once again please accept my apologies for any distress caused by this incident.
To help us improve the service we provide, an independent agency conducts telephone interviews with a sample of customers who have used our helpline eachmonth. All feedback is welcomed and used to further improve the service. If you are contacted and do not wish to take part, please let the interviewer know. If you prefer not to be contacted please call 020 7357 8522 within seven days of the date of this letter
and quote the reference from the top of this letter, to the agency.
Paula LoachCustomer Care
Telephone: 08457 22 33 44
Textphone: 08457 22 33 55 (For the deaf and Hard of Hearing)
Email address: email@example.com
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