Royal Mail under fire over delays to deliveries
Almost 15 million people were left waiting for post over the Christmas period, new research suggests.
Citizens Advice is calling on communications watchdog Of com to investigate Royal Mail's performance and consider enforcement action and fines to prevent the same happening again.
The charity says late deliveries included 2.5 million people who missed important documents, health appointments, or were unable to pay a bill.
More than half of those left waiting (54%) reported going at least a week without letters, while three per cent said they could not pay a bill, eight per cent said they missed an important document, and seven per cent said they missed a health appointment.
Further analysis by the charity suggests the situation failed to sufficiently improve in January.
The charity said the situation appears to have "finally" improved, but noted it is the second year running that it has flagged severe Christmas disruption, with 16.5 million people affected last year.
Citizens Advice chief executive Dame Clare Moriarty said: "We understand the strain the pandemic has placed on Royal Mail. But after two years of disruption, Royal Mail cannot let poor service become the new normal.
"Ofcom must now investigate Royal Mail's performance and consider enforcement action and fines to ensure lessons are learnt."
A Royal Mail spokesman said: "While the vast majority of mail is delivered safely and on time, the impact of the rise of Omicron had a particular impact during Christmas and January and, as Citizens Advice acknowledge, the situation has significantly improved. We apologise for any delay.”