29 June 2022
New research shows that mail redirections are becoming increasingly unaffordable. People on low incomes who can’t afford this basic service are at risk of losing their post and experiencing harm.
14 June 2022
In a year which has seen us go from pandemic to a cost of living crisis, we’re setting out the ways we’ve helped people across consumer advice and advocacy.
28 April 2022
This work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2022/23.
10 March 2022
Review of the state of the postal sector at the start of 2022. Looks at trends across letters, parcels and post offices over the past 3 years. Draws on Citizens Advice client data, surveys and analysis.
17 February 2022
Citizens Advice welcomes this opportunity to respond to Ofcom’s proposed plan of work for 2022/23.
28 January 2022
In the last 10 years, we’ve seen a significant increase in the number of temporarily closed post offices and part-time outreach services. Our comprehensive qualitative and quantitative research shows the detrimental impact on consumers from these trends, particularly those who rely most on the post office network to access essential services. Urgent action is needed to ensure the network really is convenient and easily accessible to everyone.
21 January 2022
We are consulting on our annual consumer work plan for 2022/23. Please provide any comments to [email protected] by 15 February 2022.
24 November 2021
Citizens Advice’s first annual parcels league table, ranking the largest five parcel delivery companies across various metrics such as the number of customer problems, accessibility, and customer service.
29 July 2021
How pressure on delivery drivers impacts outcomes for parcel delivery
13 July 2021
This work plan describes how Citizens Advice will discharge our role as the statutory advocate for consumers of energy and postal services in 2021/22.
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.
