Investigation into Royal Mail’s quality of service performance in 2017/18

13 June 2019


Investigation into Royal Mail Group Limited (‘Royal Mail’)
Case opened 01 June 2018
Case closed 31 May 2019

This investigation examined Royal Mail’s compliance with its quality of service performance targets, imposed on Royal Mail in Designated Universal Service Provider (‘DUSP’) condition 1.9.1, during 2017/18.

Having carefully considered Royal Mail’s submissions, Ofcom has concluded that Royal Mail has contravened DUSP condition 1.9.1 by not meeting specified performance targets associated with First Class mail delivery during 2017/18.

Relevant legal provision(s)

DUSP condition 1.9.1, and Schedule 7 to the Postal Services Act 2011

Case leader

Menachem Grunewald (

Case reference CW/01221/05/18