|Customer Service Centre|
|PO Box 740|
|Tel 0845 722 33 44|
|Fax 01226 273 536|
|Textphone (for people who are deaf|
|or hard of hearing) 08457 22 33 55|
|Mr Brian Challis|
|Anglia Clipper Services|
|Unit 4 Patches Yard,||Our Ref: 1-2737191477|
|Cavendish Lane, Glemsford|
|27th November 2013|
Dear Mr Challis,
Thank you for your telephone call about problems you are experiencing with various Post Office branches.
I’m sorry some of your customers are having difficulties returning scissors to your company at some of the Post Office branches. I appreciate that this must be causing you and your customer’s great inconvenience and please accept my apologies for this.
We take all complaints seriously and as discussed in our telephone call without each individual Post Office name it would be impossible to fully address this problem. However it may help if I outline information about packaging guidelines when sending sharp objects through the postal service.
Scissors, knives and other sharp points and objects must have heavy cardboard wrapped around all sharp edges to to ensure safety. Padded envelopes must be used for sharp edges or odd shapes. Make sure any outer containers are strong enough for their contents.
Post Office staff members should not be refusing to accept scissors for any other reason than packaging inadequacies. If they are unsure about the item they have a dedicated internal helpline that they can consult for advice.
I do hope that this helps to clarify our position on this matter and I trust that you will have no further cause for concern. We rely on our customer’s feedback to improve our service so please feel free to contact us if you have any further issues. As we record every complaint, you can simply quote 1-2737191477 and we can get your details quickly.
Once again I apologise for any inconvenience caused to you and your customers.
If you need any further help or information about Post Office products and services please visit our website www.postoffice.co.uk . Alternatively you can call 0845 722 33 44 between 8:15am and 6pm Monday to Friday and 8:30am to 2pm on Saturday.
To help us improve the service we provide, an independent agency conducts telephone interviews with a sample of customers who have used our helpline each month. All feedback is welcomed and used to further improve the service. If you are contacted and do not wish to take part, please let the interviewer know. If you prefer not to be contacted please call 0113 387 9872 within seven days of the date of this letter and quote the reference from the top of this letter, to the agency.