'Dramatic increase' in post complaints

Lost mail was the most common complaint

Complaints against postal services in Scotland have "dramatically increased" over the past year, according to an industry watchdog.

Postwatch Scotland said that lost mail was the most common complaint from unhappy customers.

The organisation said that it received a total of 1,163 complaints for the year from 1 April 2001 to 31 March this year.

The watchdog also said that it secured £33,000 in compensation for "some of Consignia's aggrieved customers".

Tom Begg: "Consistently poor responses"

Figures from Postwatch Scotland's annual report show that 18.08% of all complaints related to lost mail.

Misdelivery was the next most common grievance at 8.33%, followed by "inadequate redress" (7.34%), delayed delivery (6.48%) and poor service (6.17%).

Postwatch chairman, Tom Begg, said the first year of activity in Scotland had been one of "considerable achievement".

"Our most urgent task during the year was to establish an efficient complaints service," he said.

"The number of complaints we have been dealing with has dramatically increased over the year.

"Sadly, it is obvious to use that too many customers are experiencing consistently poor responses from their postal provider."

Mr Begg said the figures showed that lost mail and misdelivery are "major problems" north of the border.