This an minimal, read-only version of the original Stop Junk Mail website.

Royal Mail about the Door-to-Door Opt-Out (17)

I guess the below response pretty much answers my originals questions. It's bizarre that Royal Mail fails to see that the different warnings about the consequences of opting out are irreconcilable (strictly speaking they're ignoring the fact that the statements contradict each other by arguing that both statements are valid), and they're effectively saying that they don't want to explain why they're not allowing households to opt out online. Apart from that they've actually answered my questions!

Dear Mr R,

Thank you for your further email.

I am sorry to hear of your concerns regarding our Door to Door Opt-Out service and the information that is provided online and by previous advisors.

I can confirm that both statements (online / email) are correct and I am sorry for the confusion this has caused you.

I can explain that all appropriate election material will be delivered to each address within the UK as these items are not delivered as part of our Door to Door Opt-Out service. Only additional election mail that is sent via the Door to Door service by the candidate will not be received. I hope this clarifies what will and won’t be received should you opt out of this service. I would also like to explain that the Door to Door Opt-Out service is available to all customers, residential and business.

In regards to your worries regarding the security risks when opting out and also regarding the current opt-out system, I must explain that we require the occupants’ details and their signature as part of our standard procedure. As you are aware, in order to opt out you can either download and post the form to our Freepost address, email optout@royalmail.com with your name and address details so that a form can be sent to you to sign and return, or alternatively you can contact the team on 0345 266 0858 who can arrange for the form to be sent to you. Having said this, I can confirm that I have noted your feedback to update the out-out procedure and reduce the risk of customers fraudulently signing other addresses up to this service on our systems under reference number 1-3451865469 and passed this to the relevant department for future consideration.

I can confirm for any enquiries regarding Door to Door should be directed to d2d_enquiries@royalmail.com and not doortodoor_customerservices@royalmail.com. Only when beginning the process of opting out of the service should the email address – optout@royalmail.com be used as only an automated response is provided.

I would also like to thank you for making me aware of the grammatical errors on the website, form and responses you’ve received and I can confirm that I have passed this on to the relevant department to correct.

Once again, please accept our sincere apologies for any inconvenience you've been caused. If there is anything else we can help you with, please contact us again.

However if you are unhappy with my response you can contact the Escalated Customer Resolution Team who will re-investigate your complaint. They can be contacted by emailing: customerresolution@your.royalmail.com. Alternatively you can write to: Escalated Customer Resolution Team, Royal Mail, PO Box 466, Plymouth, PL9 7HJ. If you do contact the team please can I ask you to quote your reference number 1-3451865469.

Regards

LW
Customer Service Advisor