Delivery exceptions
As part of the universal service set out in its licence, Royal Mail must provide a delivery service to each address in the UK, every working day.
However, for some addresses, it is not possible for Royal Mail to provide this service and deliver mail right up to the door. If that is the case, Royal Mail must give a good reason for making an "exception" to its universal service obligation. These "exceptions" are very rare. The UK has approximately 27.5 million addresses and, of these, 2,812 are excepted - 0.01%.
Often the reason is to do with practical arrangements. For example, residents on remote islands with a ferry service that runs only four days a week only receive four deliveries a week - there would be no cost effective and practical way for Royal Mail to reach them on other days. Another reason might be that it is too dangerous for a Royal Mail employee to travel right up to the door of the "excepted" property - if the road or pathway was not safe, or if there was a dangerous dog there.
Even where properties are "excepted", Royal Mail will do its best to ensure that the occupiers receive their mail in the most convenient way. This might involve delivering to the local Post Office or making special arrangements to deliver on particular days, or at particular times, only.
If you are an "excepted" addressee and are not happy with the alternative mail delivery arrangements Royal Mail had made for you, you should make a complaint (external website) to the company.
If you are not satisfied with the outcome of your complaint to Royal Mail, you can appeal the decision and escalate it within Royal Mail. If you are still unhappy after your appeal, Postcomm can look into your case.
