Royal Mail

The universal postal service order sets out descriptions of the services that Royal Mail needs to provide as part of the universal service and the standards with which they need to comply.

UK postal users will have extra protections against long delivery delays, under reforms to the universal service announced today by Ofcom, which will enable Royal Mail to improve reliability and support a sustainable service.

Following our Consultation, extensive engagement with stakeholders and consumer research, we are making changes to the Universal Service Obligation (USO) on Royal Mail and corresponding changes to Royal Mail’s obligation to provide access to its letter network.

Ofcom has today opened an investigation into Royal Mail’s compliance with its quality of service performance targets during 2024/25.

Ofcom has today opened an investigation into Royal Mail’s compliance with its regulatory obligations for 2024/25, following the company’s publication of its annual delivery performance results.

Ofcom has proposed changes to the obligations on Royal Mail – while protecting features of the post that matter most to people – to put the universal service on a more sustainable footing.

Ofcom has today opened an investigation into Royal Mail’s compliance with its quality of service performance targets during 2023/24.

Ofcom has today fined Royal Mail £10,500,000 for failing to meet its First and Second Class delivery targets in the 2023/24 financial year.

Ofcom will assess whether certain changes to Second Class letter delivery – while maintaining a next-day First Class service six days a week – would meet postal users’ needs, ahead of consulting on proposals early next year.