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Fake customer plan bites dust

This article is over 16 years, 10 months old
Royal Mail has been forced to apologise after sending a letter to the managers of sub-post offices warning that they would lose money if they didn’t toe the official line on justifiying post office closures.
Issue 2063

Royal Mail has been forced to apologise after sending a letter to the managers of sub-post offices warning that they would lose money if they didn’t toe the official line on justifiying post office closures.

The letter from Sue Huggins, director of the “network change programme” reponsible for 2,500 planned closures, also included a list of answers to potential questions from customers.

It threatened that undercover Royal Mail staff would visit branches threatened with closure, randomly and anonymously, to check that staff were following the official script and that “key messages are being delivered in an accurate and professional manner”.

Failure to do so, the letter warned, would mean removal of compensation packages.

A spokesperson for Royal Mail apologised and said that the letter had been sent out by mistake and contained “inaccuracies”.

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