Investigation into Royal Mail's quality of service performance in 2018/19

21 August 2020


Investigation into Royal Mail Group Limited ('Royal Mail')
Case opened 31 May 2019
Case closed 10 July 2020

This investigation has 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 2018/19.

Relevant legal provision(s)

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

Ofcom has today published a non-confidential version of the confirmation decision issued to Royal Mail on 10 July 2020:

Non-confidential decision imposing a financial penalty under paragraph 6 of Schedule 7 to the Postal Services Act 2011 (PDF, 638.1 KB)

Case leader

Tom Cherry (

Case reference CW/01244/05/19