Redirected - But Not My Way (Royal Mail)

Member Name: bluenovember

Product:	Royal Mail
Date:	19/12/04 (2312 review reads)
Rating:

Advantages: Good service idea

Disadvantages: You get other people's mail, Other people can get your mail

Because of different problems I have encountered with different companies, I do not have much good to say about customer service phone lines. They can leave you either puzzling out the number options given by an automated voice or struggling to speak to a human voice – a customer service advisor. The latter is always preferential, but even that can be difficult – and for me the Royal Mail was a good example of this. (See ‘By Telephone’)

REDIRECTION

Redirection is a service from the Royal Mail for those who need their post sent to a different address. They provide this service for Social (private), Business and International addresses. Each have their individual prices for 1 month, 3 months and 12 months. More about that later. There are three ways to organise redirection:

*By telephone
*At the Post Office
*Internet

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By Telephone
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You can phone their customer service line to arrange the redirection. The number is 0845 7740 740. Great, I thought. No form to fill in, just a friendly voice to guide me through. So on I phoned and got that annoying options list. You know the one – press 1 for this, press 2 for that. Of course, the first list didn’t say my service requirement. So I chose what I thought sounded right. This produces the next list, which still didn’t say want I wanted – so guess again. Another list! In the end you find that you can talk to a customer advisor. That would have been nice, but nobody answered my call.

Due to my experience I cannot tell you if doing this by phone works. Apparently they send you a form. I have spoken to others who say it does work, but just not for me. So I did this by the next suitable way.

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At the Post Office
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Since I didn’t have a phone line at the time to go online, I was off to the Post Office for a form. The form comes over the counter. (This form is for UK and International addresses only – you must ask for a separate form for Business addresses. This review is for the former). I must say that the service at the Post Office was first class. The lady that served me reminded me about my drivers licence and passport, and several other things I might need to amend.

The form is straight forward. There are seven separate sections.

1. Details of your move – present address and new address with date of move.
2. Names and signatures of everyone moving.
3. When a person has died or you have power of attorney – a death certificate or Power of Attorney document is required.
4. When you want your mail redirected.
5. Applying for redirection by post – for ID, originals of 2 different utility bills, a bank/building society statement or a credit card statement from the last six months must be supplied and will be returned. Cheques only are accepted in this instance.
6. Applying at the Post Office – Cash, debit card or cheque are accepted, not credit card. Two lists are given for ID to be shown. The form has the full lists.
7. Working out your payment – This is the part where you work out how much you are going to pay. Example: You are requesting a redirection to an address in the UK for 6 months for three people, two have the same surname – amount £44.00. (See Redirection Prices)

You can either hand this in at the Post Office or post it.

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Internet
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Since having my phone line installed, I’ve managed to have a look at the Royal Mail website for redirection. The direct address for this is: http://www.royalmail.com/portal/rm/jump2?mediaId=6 00008&catId=400040.

You cannot apply online, but you can download PDF forms for both the Social & International and Business forms to print out. These are the same forms you get at the Post Office, so the above information applies. The website gives extra information – the UK form includes British Forces and PO Box addresses, the setup time is within 5 days and your mail arrives just one day later than normal.

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Redirection Prices
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The prices for redirection are as follows:

Social Addresses

1 Month - £6.55
3 Months - £14.30
6 Months - £22.00
12 Months - £33.00

Business Addresses

1 Month - £13.15
3 Months - £22.00
6 Months - £44.05
12 Months - £66.05

International Addresses
(This is for UK to Overseas addresses only)

1 Month - £13.15
3 Months - £28.60
6 Months - £44.05
12 Months - £66.05

Please remember that all charges are for one surname only. Redirection for two different surnames, double the charge, etc. Redirection is available for up to 2 years.

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Redirection Renewal
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When your redirection time is nearly up, you will be sent a letter with a PIN and reference. You can either use this to renew online, by phone or by post. I haven’t had to use this yet so cannot comment.

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Opinion
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When I started using this service, it never went entirely right. First it started with one or two letters arriving at my previous address (my parents’ home), then occasionally I would receive theirs. Twice I received mail for people living in other roads – entirely unconnected to me. And the worst day - I received all of my parents’ mail! In all instances they were all redirected! None of these persons were specified in the form that I filled in. I was getting more and more frustrated. My brother has a redirection service too, and some of his mail still gets sent to our parents’ home. I lodged a complaint to Royal Mail. After all, it had cost me £33.00 for the service. I, of course received an automated email reply.

I appreciate that since Royal Mail have cut back from two deliveries to one a day that there maybe some glitches until things settle, but since our sorting office is opposite the building where I live, you would think it wouldn’t be too bad!

Postwatch estimate that 14.4 million letters are lost every year, 60% put in the wrong letterbox. They urge people to complain to Royal Mail – if they don’t know, they can’t help you. And if you’re like me and receive someone else’s post, write on it ‘Please send to correct address’ and pop it back in the postbox. One day they might get it right.

Summary: