Postal Services: Lost Property
The question
To ask the Secretary of State for Business, Innovation, Science and Trade, whether his Department has had discussions with Ofcom regarding the adequacy of Royal Mail's claims process for missing parcels.
Answered by Department for Business, Innovation, Science and Trade
Ministers and officials regularly meet with Ofcom in its capacity as the independent regulator of postal services.
Under Ofcom’s consumer protection regulation, all delivery operators must have transparent, simple and inexpensive complaints procedures. Following its last review of the regulatory framework in 2022, Ofcom introduced new guidance for delivery operators on complaints handling processes to provide greater clarity on how they are expected to comply with their consumer protection obligations.
Ofcom continues to monitor operators’ compliance with its regulations and will keep the need for enforcement or additional regulation under review.
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