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.
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.
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.
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.
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.
05 December 2019
A guide created to support parcel operators create complaints handling processes that are clear, concise and easy to navigate.
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.
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.
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.
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.
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.
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
18 December 2018
This report highlights the problems homeless people face accessing essential services with no fixed address.
14 December 2018
This report brings looks at how consumers are sending parcels and their satisfaction with the parcel sending experience
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.
29 November 2018
Citizens Advice are calling on retailers and parcel operators to sign up to our delivery charter for disabled consumers
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.
16 August 2018
This report finds that Royal Mail has a high quality redirection service, but unfair pricing and a lack of affordable payment options put many consumers off using it.
26 June 2018
Almost 200 community-run shops and pubs in the UK help deliver post office services and maintain consumer access to essential services in rural areas.
