Royal Mail Accused of Delivering Parcels Faster Than Letters

Some postal workers say Royal Mail is delivering parcels first and leaving letters behind. This has caused many letters to be very late. People are worried about missing important mail.
By Newsroom | UK News, Postal Service |

Delays in Letter Delivery Spark Widespread Concern

Reports have emerged detailing significant delays in Royal Mail's letter delivery service, with postal staff claiming that parcels are being prioritized over letters. These claims suggest that some letters are left undelivered for weeks, raising questions about the company's adherence to its service obligations and the potential impact on customers. The situation has led to an increase in complaints and concerns from the public and local representatives.

Timeline of Events and Key Actors

The issue of Royal Mail prioritizing parcels over letters has been a recurring theme in recent reports.

Royal Mail letters sit undelivered 'for weeks' as parcels prioritised, staff say - 1

  • November 2023: Reports surfaced suggesting that letters were taking longer to be delivered, with some readers and postal workers stating that Royal Mail seemed to care more about parcels than letters.

  • December 2024: Swipe In reported on allegations that Royal Mail might be prioritizing parcels over letters, noting this could breach its Universal Service Obligation to deliver letters six days a week.

  • November 2025: The London Current inquired about Royal Mail's prioritization practices and the implications of delayed letters.

  • December 2025: BBC News reported on delays in the Wearside area, where postal workers claimed they were instructed to prioritize parcels, leading to letters piling up and constituents missing important deadlines.

  • January 2026: London Daily reported that Royal Mail acknowledged policy breaches related to monitoring postal worker speed and admitted to prioritizing parcels in certain circumstances.

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Key Actors:

  • Royal Mail: The postal service provider at the center of the allegations.

  • Royal Mail Staff: Postal workers who have come forward with claims about prioritization practices.

  • Ofcom: The UK's communications regulator, responsible for overseeing Royal Mail's performance.

  • Customers/Public: Individuals experiencing delays in receiving their mail.

  • Local Representatives: Such as Councillor Brandon Feeley, who have raised concerns on behalf of constituents.

Evidence of Prioritization and Delays

Multiple sources indicate that postal workers believe parcels are being given precedence over letters.

  • Staff Accounts: More than a dozen Royal Mail postal staff from different delivery offices have claimed that their rounds are being missed daily and that parcels are being prioritized. One staff member, who has worked for Royal Mail for some time, described the current situation as the worst he has ever seen, noting a tray of letters sitting undelivered for two weeks.

  • Reported Delays: In the Washington area, some individuals have reported significant delays, with letters not being received months after dispatch. For instance, a constituent was told a letter was sent in June, followed by a second ten days later, but both only arrived on July 22nd while she was recovering from medical treatment.

  • Witnesses to Prioritization: A Royal Mail van driver reportedly told a resident who inquired about her post that they were prioritizing parcels.

  • Official Statements: While Royal Mail has consistently denied a policy of prioritizing parcels, in January 2026, London Daily reported that Royal Mail acknowledged policy breaches in monitoring postal worker speed and admitted to prioritizing parcels.

Impact on Service and Public Trust

The alleged prioritization of parcels has had tangible consequences for customers and raises broader questions about the integrity of the postal service.

Read More: People Say Royal Mail Delays Letters to Deliver Parcels

Royal Mail letters sit undelivered 'for weeks' as parcels prioritised, staff say - 2

Disruption to Essential Communications

Delayed letters can have significant ramifications, particularly for important communications.

  • Missed Deadlines: Councillor Brandon Feeley reported that constituents have missed deadlines for fixed penalty notices due to delayed mail.

  • Healthcare Access: The Sunderland NHS Foundation Trust acknowledged awareness of issues affecting patients, and Councillor Feeley noted that constituents were unable to make hospital appointments or pay bills on time.

  • Personal Impact: The example of a constituent receiving important letters weeks after they were sent, while she was recovering from treatment, highlights the personal disruption caused by such delays.

Regulatory Oversight and Royal Mail's Response

The issue has drawn the attention of the regulator, Ofcom, and Royal Mail has made admissions regarding its practices.

Royal Mail letters sit undelivered 'for weeks' as parcels prioritised, staff say - 3

  • Ofcom's Stance: While Ofcom has stated that Royal Mail's top team has not instructed employees to prioritize parcels, it has also acknowledged that letters are taking longer to be delivered. The regulator emphasizes that Royal Mail must deliver letters and parcels with equal priority.

  • Royal Mail's Admissions: In January 2026, Royal Mail admitted to policy breaches concerning the monitoring of postal worker speed and acknowledged prioritizing parcels. This admission appears to contradict previous denials of a prioritization policy. The company has also faced scrutiny regarding its response to industrial action, with claims of assumed non-genuine sickness unless proven otherwise.

Financial Pressures and Service Obligations

Financial considerations and the changing landscape of postal services may be contributing factors to the current situation.

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  • Financial Pressures: Royal Mail has experienced rising operating costs and declining revenues from letter deliveries. This has led to accusations from unions that the company is prioritizing profits over service quality and employee well-being.

  • Universal Service Obligation: The alleged prioritization of parcels could constitute a breach of Royal Mail’s legal duty to deliver letters six days a week under the Universal Service Obligation. The company's financial situation may create a tension between meeting these obligations and maintaining profitability.

Expert Analysis and Perspectives

The ongoing situation has prompted commentary from various sources, including unions and media outlets.

Royal Mail letters sit undelivered 'for weeks' as parcels prioritised, staff say - 4

  • Union Accusations: Unions have accused Royal Mail of prioritizing profits over service quality and employee well-being, suggesting that the company's focus has shifted significantly towards parcel delivery.

  • Public Perception: Many users express satisfaction with the current service, but a notable number of postal workers and the public feel that letters are no longer the priority.

  • Regulatory Concerns: The regulator, Ofcom, has maintained that Royal Mail must meet its obligations under the Universal Service Obligation and deliver letters and parcels with equal priority.

Conclusion and Implications

The evidence suggests a pattern of delayed letter deliveries, with postal staff frequently citing the prioritization of parcels as the primary reason. While Royal Mail has historically denied a policy of parcel prioritization, recent admissions indicate policy breaches and acknowledged prioritization in certain contexts. The impact of these delays is evident in missed deadlines for essential communications, including appointments and bill payments, affecting public trust in the postal service.

Key Findings:

  • Multiple postal workers allege consistent prioritization of parcels over letters.

  • Significant delays in letter delivery have been reported in various regions.

  • Customers have missed important deadlines and faced personal inconvenience due to delayed mail.

  • Royal Mail has acknowledged policy breaches and admitted to prioritizing parcels, seemingly contradicting prior denials.

  • The situation raises concerns about adherence to the Universal Service Obligation.

Implications and Next Steps:

Further investigation is warranted to understand the full extent of parcel prioritization and its impact on the Universal Service Obligation. It is imperative that Royal Mail provides clarity on its current delivery policies and demonstrates a commitment to equitable service delivery for both letters and parcels. Ongoing scrutiny by Ofcom will be crucial in ensuring compliance and restoring public confidence.

Used Sources:

Frequently Asked Questions

Q: Are letters being delivered late?
Yes, some people say letters are taking a long time to arrive, sometimes weeks late.
Q: Why are letters late?
Some postal workers believe Royal Mail is delivering parcels first.
Q: What does Royal Mail say?
Royal Mail has said it does not have a rule to deliver parcels first, but has admitted to some rule-breaking.
Q: Who is watching Royal Mail?
Ofcom, the UK's mail regulator, is looking into the problem.