Sorry we missed you
29 July 2021
How pressure on delivery drivers impacts outcomes for parcel delivery
Post policy research
Citizens Advice Consumer Work Plan 2021/22
13 July 2021
This work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2021/22.
Millions without mail
24 September 2020
Our latest research finds that millions of people face significant harm because they don’t have access to their post. The consequences include missed healthcare appointments, missed employment opportunities and huge debts built up in people’s names without their knowledge. This particularly impacts marginalised groups in society such as homeless people and survivors of domestic abuse.
The post office network is at crunch point - investment is needed now to ensure survival
10 September 2020
The post office network is at crunch point. The government should invest in post offices at the upcoming spending review to fix the cracks in the network and allow them to deliver greater social value.
Banking on it: How well are post offices delivering cash and banking services?
30 July 2020
Our research finds use of Post Office banking has doubled in the past 3 years. Although standards are largely good, there are some significant problems and we’re recommending a range of improvements.
Parcel companies need to support at-risk groups during the Covid-19 pandemic
02 April 2020
Citizens Advice has issued a briefing for parcel companies on how they can support at-risk groups during the Covid-19 pandemic. It's vital that contact-free deliveries are accessible and that's why we're asking parcel companies to do 2 things to improve accessibility during this crisis.
On the receiving end: How post can enable domestic abuse
28 February 2020
Our latest research finds that survivors of domestic abuse face significant harm because their post isn’t secure and their address is regularly disclosed.
Best Practice Guide for Parcel Complaints
05 December 2019
A guide created to support parcel operators create complaints handling processes that are clear, concise and easy to navigate.
The missing link: Why parcel companies must deliver for disabled people
05 December 2019
Our latest analysis shows that home deliveries aren’t working for disabled people. We're calling on parcel companies to allow disabled people to specify accessibility needs and to publish clear accessibility information online.
Parcel Complaints Journeys
16 September 2019
Parcel delivery is an increasingly central part of the retail experience. But when things go wrong, it can be hard to fix them.
Supply and Use of Parcel Pick Up Drop Off Points in Great Britain
03 July 2019
Parcel pick up, drop off points are convenient external locations where consumers can send and receive parcels. But they aren't used to their full potential. Many people don't know about them, haven't been given the chance to use them or can’t access them. This should change.
Post offices transformed: a review of the post office restructuring programme 2012-2018
25 June 2019
This report reviews the Network Transformation Programme - including post office accessibility, services and products, quality of service, sustainability, and future challenges and opportunities.
Setting up a community-run post office: what you need to know.
01 May 2019
Following our research last year, we have developed a guide, in conjunction with the Plunkett Foundation and Post Office Limited, for businesses thinking of taking on post office services as a community-run enterprise.
Parcel Delivery Complaints on Social Media
27 February 2019
Our new analysis finds that hundreds of thousands of complaints are made against parcel companies each year. We’re calling on them to publish complaints data
The postal paradox: how having no address keeps people homeless
18 December 2018
This report highlights the problems homeless people face accessing essential services with no fixed address.
Consumer use and experience of parcel sending services
14 December 2018
This report brings looks at how consumers are sending parcels and their satisfaction with the parcel sending experience
Help Yourself? Current and future use of self service at post offices
03 December 2018
This report looks at how and why people use Post Office self service - including speed of service, ease of use, accuracy, and future developments.
Delivery charter for disabled consumers
29 November 2018
Citizens Advice are calling on retailers and parcel operators to sign up to our delivery charter for disabled consumers
Accessibility at post offices
06 November 2018
This report looks at the accessibility of the post office network and the changes that Post Office Ltd has made in response to our research.