www.mage-net.net

Item left on floor AGAIN

- Part 2

I'm making a SAR

On I made a FOI request to Department for Business, Energy and Industrial Strategy On They responded with Advice given to Home delivery companies regarding Covid 19 The most impotant part...
This guidance does not supersede any legal obligations relating to health and safety, employment or equalities, and it is important that businesses or employers continues to comply with their existing obligations including those relating to individuals with protected characteristics. It contains non-statutory guidance to take into account when complying with these existing obligations.

You've conducted an investigation into an issue that been apparent since 2016, in 24 hours? Forgive me for finding this bizarre. While I appreciate that the pandemic has made delivery difficult and your efforts in reducing infections I have photos from my door bell showing not a single royal mail employee wearing a mask. I have several people who are also happy to provide statements that royal mail employees have handed them items. Your policy isn't inline with the Equality Act 2010. I've not actually been outside my flat in over a year. People that provide me care all arrive in PPE. as I've stated several times my doors can both be unlocked remotely. I'm at a minimum 4 meters from my door and the chair. In regards to the "new" route excuse a. He's didn't follow dilvery Instructions and b. The original Adjustment put in place by the Wood Green Depot manager in 2019 As I find your investigation inadequate I'm continuing my legal process for disability discrimination and failure to make Reasonable Adjustments Mr McMorrow

Dear Mr McMorrow Thank you for your patience whilst I investigated your complaint. Again, please accept my sincere apologies for the inconvenience caused. I have reviewed the previous responses provided to you from our Escalation team and the Postal Review Panel and I am confident that they are correct. I have spoken to the Delivery Office Manager who has confirmed there is a local agreement in place for our Officers to knock on your door and then leave any parcels for you on the hair situated inside your property. Following his investigation in to the reason for the recent failure to do this, it has become apparent the Officer on duty that day was new to the round and was unfortunately unaware of the agreement. Your regular Officer is now currently away on a long term absence and so the Manager has ensured that all Officers who cover the round are aware of the agreement. He will also monitor this to make sure this is happening. I should explain however that the health and safety of our customers and employees is of paramount importance. During the pandemic we must guarantee that all deliveries can take place whilst maintaining the 2 meter social distancing guidelines. Our Officers have been instructed to perform risk assessments on each delivery and if the distancing cannot be achieved the officers will advise the Delivery Office Manager and alternative arrangements will have to be made. In light of the above I am confident that we are acting in line with our obligations under the Equality Act to provide a reasonable adjustment.
Kind regards Simon Kellys Royal Mail - Chairman and Chief Executive Office Manager

Dear Mr McMorrow Further to your contact via our Social Media channel, your complaint has been passed to me as the Manager of Royal Mails Chairman & Chief Executive Office team for review and response. As such, may I say how very sorry I am to learn that you have again had cause to contact us regarding our failure to leave items on your chair. It is very disappointing to hear we have let you down. I will review in full the previous complaints you have made with our Escalated Customer Resolution Team and the Postal Review Panel. I will also make investigations with my colleagues in our Operational team to understand and rectify the failure. I will be back in contact upon completion of my investigation. Kind regards Simon Kelly Royal Mail - Chairman and Chief Executive Office Manager Address: Royal Mail Group Ltd, 100 Victoria Embankment, LONDON, EC4Y 0HQ Email: simon.z.kelly@royalmail.com Website: www.royalmail.com

Received A letter dated
Dear Mr McMorrow
Thank you for your further email to the Postal Review Panel, received on , regarding your complaint with Royal Mail. Please once again accept my apologies for any problems this matter has caused. 
Is it me or is that line fimlar!
Royal Mail would look to deliver all items of mail. This would always be done within its delivery procedures. However, following your complaint, a sutyle="color: green;font-weight: bolder;">itable adjustment has been agreed with your local delivery office to ensure that all your items are delivered to you. I have had it confirmed that this has been agreed and put into place. 
Agree implies I've accepted the proposed adjustment. As I have not seen it it has not been accepted.
With regards to your e-mails, | have outlined the issues with these and explained the problems in my previous correspondence. | have nothing further to add to this. 
Nothing has been explained
For reference, the address for Royal Mail's legal department is Legal Services; Royal Mail HQ; 100 Victoria Embankment; London; EC4Y OHQ. 
As all of my communication has been  via email, a postal address seams rude.
This is the Postal Review Panel's final decision on behalf of Royal Mail and should you remain dissatisfied with this response, it is recommended that you seek independent advice. 
Oh I've already done so, and have approached a Law Firm
Yours sincerely
Robert knowles, Postal Review Panel
Classified: RMG — [Confidential]

https://www.royalmailgroup.com/en/site/accessibility/ has Statement of Arrangements DUSP 1.8.4 
I would think Delivery of Mail was a major part of Royal Mails job. Yet the above "agreement" has nothing of this.

email to postalreview@royalmail.com
on I asked then asked... With rearguard to your letter date (received ) You've got as much chance of me altering my website as i have as winning the London Marathon. I scan each letter and compile each into my Content Management System / AI to track and manage each comment / statement made. This is how i identified each apology at the bottom of each letter is identical, and probably a template AND MEANINGLESS Not a single question I've asked has been answered POSTRS don't deal with discrimination cases so I've approached two Law firms. www.mage-net.net/royalmail Mr D. McMorrow

Received A letter dated
Dear Mr McMorrow Thank you for your e-mails to the Postal Review Panel. Please once again accept my apologies for any problems this matter has caused.
I do appreciate the points raised in your emails and complaint regarding the delivery of your mail and the process which was in place prior to the Coronavirus pandemic. 
You appreciate but have side-stepped them. Quite badly I might add
I must stress that this was a local agreement and adjustment which went against Royal Mail’s delivery procedures. Although this was put in place, the Coronavirus pandemic and social distancing measures meant that this could not continue. I have also explained this to your local MP,Catherine West. 
So the Local Agreement that was put in place that stopped my legal action was against Royal Mail’s delivery procedures.
The " Royal Mail’s delivery procedures" should comply with Equality Act 2010
However,I have liaised with both your local Delivery Office Manager and Royal Mail’s Compliance Manager, and I believe a solution has been found and agreed. 
Nothing has been agreed by Myself.
With regards to secure email, I can only reiterate that Royal Mail’s internal system can use encryption when sending messages to certain domains. Again, I would not be able to make any changes to this as it was put in place to comply with GDPR regulations. Although | have noted that you have sent multiple e-mails to the Postal Review Panel, as you stated that you could not receive emails sent to you, I responded to these by letter. 
I love talking tech with non-tech people. 18 Years of IT and I'm still surprised. 
I'd be remiss If i did not point out the last line of email sent   Here
Let also examine the anxiety caused. 
I email you.
You write a response letter.
My original email is never acknowledged. I feel I'm being ignored and my issue is not being taken seriously.
I received a non-response letter four days after it was written. 
I've subsequently pulled my hair out as something as simple as putting my item on a chair has become a mission to Mars.
GDPR is only relevant it sensitive data, not email conversations.
Emails sent via the "secure message" system are received. The website is unusable on my Phone, Normal email is. 
On my PC "secure messages" can't be 'exported' from the system.
Several important emails have been deleted, as these have not been 'exported' can't be presented as evidence.
Further to this, I would kindly request that all correspondence from Royal Mail and the Postal Review Panel marked as confidential, be removed from the public domain as soon as possible. 
You've as much chance of me removing them from my website as I have in winning the London Marathon!
Now the confusion! I received a Response form "The Postal Review Panel" on 23rd July Letter 2020-07-23
My understanding to Royal Mail's complaints policy is the "Postal Review Panel" are the last stage. My further discussions with them where superfluous. So why was information on POSTRS only just given?

I sent 
Complaints Handling Process

I said...
How is this not a "finial response". it clearly states "I have thoroughly reviewed your complaint and I am now able to respond."
The supporting evidence I uploaded to CEDR was
Letter 2020-07-23

Heather Roffey from CEDR said...
Dear Customer, Thank you for your case update. We can see you have uploaded a letter from the Postal Review Panel but unfortunately this is not the “Postal Review Panel final response” letter. As seen in the scheme rules and your application to use the scheme POSTRS does require this information prior to accepting a case. Please can you advise if you have a received a Postal Review Panel final response, and if so please upload this to your case file. Additionally should you experience any issues with uploading this document or the above information please feel free to contact a member of the team on 0207 520 3766. Kind Regards POSTRS

Received A letter dated
Date: 10 August 2020 Dear Mr McMorrow
Thank you for your further e-mail to the Postal Review Panel, received on 6 August 2020, regarding your complaint with Royal Mail. Please once again accept my apologies for any problems this matter has caused. 








I have noted your original complaint was regarding the delivery of items and this was resolved locally and a reasonable adjustment put into-place, to allow-maitto-be delivered to you.


I never agreed the issue had been resolved. The Adjustments have never been explained so I've not had the opportunity to see if they work for me.





With regards to encrypted e-mails, this is sometimes done by Royal Mail’s servers when sending an e-mail to some domains and recipients. Unfortunately, | have no control over this.

You've ( as In Royal Mail ) have broken email, you've introduced barriers in communicating with you.





Should you wish to take this matter further, | would advise that you take independent advice.
For reference, the address of Royal Mail’s legal department is Legal Services; Royal Mail HQ; 100 Victoria Embankment; London; EC4Y OHQ.

Given all my message have been email providing postal address seams silly.





Please let me apologise once again. | would like to give you my assurance that Royal Mail are not complacent about the quality of their service and are constantly striving to ensure that you receive the level of service you have every right to expect.

I don't believe a word of the above.



Yours sincerely
Robert Knowles
Postal Review Panel

Classified: RMG — [Confidential]
Postal Review Panel” is part of Royal Mail Group ple. Registered in England and Wales. Registered number 4138203.
Registered office at 100 Victoria embankment, LONDON, EC4Y OHO.










Royal Mail - Complaint - 2020-08-10





email from ME To  postalreview@royalmail.com







Please find attached










Dear Daniel McMorrow
We confirm that a new application has been received. CEDR is currently reviewing it and has 15 working days to confirm whether or not the dispute is within our scope.
You will be notified via email of any developments or you can track the progress of your dispute online. Please feel free to contact us at any stage should you require any further information.
Case Info :
Case Ref. No : POST001770
Customer name : Daniel McMorrow
Company name : Royal Mail
Date dispute referred : 07 August 2020
Current status of case : Reviewing














Received A letter dated 



Dear Mr McMorrow


Thank you for your email. I am sorry I am unable to respond by email as all Royal Mail emails are sent in the same secure format,

So Royal Mail re-invented email and made it useless.
This also contradicted what others have said.





Please accept my apologies that my colleague Rob Knowles referred to an email this was a mistake. However, you have said your concerns have doubled, but not explained why or the concerns you now have.

My original complaint outlined my First set of concerns. These have not been addressed, so outlining more concerns would be pointless waste of my time.





I have been led to believe Royal Mail are making reasonable adjustments to delivery your packages.

The Adjustments where put in place in 2019. You removed them without discussion. Now new Adjustment have been explained or agreed




Rob is currently out of the office, but if you outline your concerns, he will of course address these.

So Rob is the only one who can deal with my complaint?.



Yours sincerely
Lorna Pinder
Royal Mail Group Ltd, registered in England and Wales, number 4138203, registered office: 100 Victoria Embankment, LONDON, EC4Y OHQ.









I just sat down to write a complaint against Royal Mail.
I raise the issue that "secure messages" remain within Royal Mail control...

I use email on my phone for simplicity, from my Phone I can Save or Print messages.
The “secure message” system removes this ability, the website Mimecast is not optimised for mobile phones. As raise with Nicola Barnham on Fri, 26 Jun 2020 14:16:49 my unanswered point about the inability for the message to be printed. It also poses a regulatory issue as messages remain under the control of Royal Main and potential could be changed or deleted.

As I foresaw several emails I wanted to reference to have been deleted
This action removes oversight of POSTRS and Ofcom. It also makes legal action impossible as I can't provide evidence as to what was said.








How exactly do you intend to explain ignoring me?

I have a complaint with your response to my claim of disability discrimination. You've avoided the claim in the response.
You've ignored my tweets and failed to assist me in this process.

Mr McMorrow


UNANSWERED Not even an acknowledgment. 








Royal Mail - Complaint - 2020-07-29





Received A letter dated 
I'm assuming this letter is the email referred to in letter of 25th July.



Dear Mr McMorrow

Thank you for your e-mail to the Postal Review Panel, received on 13 July 2020, regarding your complaint with Royal Mail. Please accept my apologies for any problems this matter has caused. I have thoroughly reviewed your complaint and I am now able to respond.


I do appreciate your frustration and I can confirm that Royal Mail should put in place a reasonable adjustment, as defined under the Equality Act, in order to facilitate delivery of your mail.

The Equality Act 2010 is not optional. You are bound by UK Law to make Reasonable Adjustments.





However, I am sure you understand that these are unprecedented times and I do apologise that the current problems caused by the Coronavirus pandemic have exasperated this issue for you.

This fails to explain why you would not follow the alternative adjustment, i.e. The Chair.





Upon receipt of your complaint, I raised this matter directly with the manager, Abderrazaq Chamnaoui, at your local Delivery Office to investigate. Abderrazaq has confirmed to me that a process has been put in place in order to resolve this issue and that items can now be delivered to you.

The adjustments where in place in 2019. You changed these, and had not said what the new adjustments are.



With regards to receiving secure e-mail, I am unsure as to why this happens occasionally, although I believe it is something to do with the receiving server or e-mail provider.

I have also considered the handling of your complaint and | can see that e-mails went without reply. I have therefore arranged for a cheque to the value of £50.00 to be sent out to you.
This will follow in the post.

Classified: RMG — [Confidential]
Postal Review Panel
is part of Royal Mail Group ple. Registered in England and Wales. Registered number 4138203. Registered office at 100 Victoria embankment, LONDON, EC4Y OHQ









Royal Mail - Complaint - 2020-07-27







Received A letter dated 
Along with the letter was a £50.00 Cheque.
No conversation or explanation was given.




Dear Mr McMorrow
Further to your correspondence with the Postal Review Panel, please find enclosed the
payment referred to in the email you were recently sent.
Should you wish to contact the Postal Review Panel about this matter, they can be
contacted by email at postalreview@royalmail.com or by post at FREEPOST Postal Review
Panel.
In closing please accept our apologies for any problems caused.

Yours sincerely
Royal Mail on behalf of the Postal Review Panel
Enclosed: Cheque for £50.00 payable to D McMorrow











 





Firstly the secure email you use is a insult.
Secondly, we’ve been here many times before. The manager who the postman called this morning said to him it was policy to leave items on doorstep. This policy allows discrimination by its very existence as disabled people use your service you are bound by the Equality Act 2010 to make reasonable Adjustments for disabled people to use your service.
Are you still a public body, because the PSED is also going to be fun.
I have asked for a dead lock letter as you've have years to fix this and have failed.
Mr McMorrow













email to postalreview@royalmail.com



If you continue sending me secure message when not needed I'm going to abandon my complaint with you and continue my claim for disability discrimination in the courts.
I am unable to use your secure mail service as simply as email.
Not in the handful of messages I've had required secure messages system
Please don't send letters, just normal emails.
Mr McMorrow




Royal Mail - Complaint - 2020-06-29

I have no idea why this is dated 29th.





 - Final Response



Dear Daniel
Thank you for your further emails and I am sorry if you are not happy with my responses.  The reason I responded to your Ofcom comment, this is what was sent to us by them showing a date of December 2017 but advising your complaint is ongoing with my final response sent to you on the 26th June.
I am unable to comment why you did not receive a reply from Twitter but apologise this did not happen.  Royal Mail of course do not think ignoring customers is acceptable.
I apologise that there is nothing further I can do to help and that I am unable to give you a more positive response on this occasion.  I would like to take this opportunity to inform you that, if you are still unhappy with the outcome, you can ask to have your case reviewed by the Postal Review Panel, who are a body that sit outside of Royal Mail and who will conduct an unbiased review of your complaint.  They can be contacted by writing to FREEPOST Postal Review Panel or by email to postalreview@royalmail.com.

Kindest Regards
Nicola Barnham
Royal Mail - Chairman and Chief Executive Office













Dear Daniel
I did send my final reply by email on the 26th June.  If you have not received it I can send it again or this time by letter, please advise me.

Kindest Regards
Nicola
Nicola Barnham
Royal Mail - Chairman and Chief Executive Office













Dear Mr McMorrow
Thank you for contacting us. I'm sorry you were unhappy with the way your mail was delivered and can fully understand your concern.
We've provided guidance to our people to help prevent the spread of any infection in line with preventative guidance from Public Health Authorities. We've also made a series of
temporary adjustments to our parcel handling procedures including:

* Not handing over our hand-held devices to customers to capture signatures, instead we'll be logging the name of the person accepting the item.

* When delivering parcels, we'll step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside.

* Revising our ways of working to ensure, wherever possible, colleagues stay two metres apart.

* Only one person in our delivery vehicles at any one time.
* Leaving a ‘Something for You’ card, advising of other ways to get your item.

* Delivering unaddressed door to door advertising mailings to customers, who have not opted out of receiving them, and are receiving addressed letters or parcels at the same time. For more information on unaddressed mail and how to stop receiving it, visit www.royalmail.com/optout.
This outcome has been reached in line with Royal Mail's Terms and Conditions of posting. Full details of these can be found by
visiting www.royalmail.com/termsandconditions If you feel we have acted outside of these terms and conditions, you can write to us
at Escalated Customer Resolution Team, Royal Mail, PO Box 466, Plymouth, PL9 7HJ

Classified: RMG — [Confidential]
Royal Mail Group Ltd, registered in England and Wales, number 4138203, registered office: 100 Victoria Embankment, LONDON, EC4Y OHO.












 



The postman argued with me. He could see I'm in a wheelchair would not put it on the chair I put for this purpose.

The delivery manager needs to come to see me again and I want a written apology from the postman.

Covid-19 is not an excuse to ignore the needs of the disabled.

Mr McMorrow


Floor





Issues from 2018



 - My Response



Hello
The CCTV is my door camera that allows me to open the door. Unfortunately it would be illegal to have it record or send pics (being it's in a public place)
Mr McMorrow


My use of the word CCTV was misleading. It's a door camera.






Dear Mr McMorrow
Please accept my sincere apologies for the delay in getting back to you regarding the concern you raised below. Can you send the CCTV footage or even just an image of the footage of where your delivering officer had opened your door. Once received  I will sent this to their manager and ensure it is treated with the seriousness it deserves.

Kind regards

Caleb Carter
Royal Mail - Chairman and Chief Executive Office






AGAIN

I just watched on my CCTV a royal mail postman open my door an inch and throw the item through the gap. By Friday I want a FULL explanation, apology and WRITTEN assurances mail will be handed to me from now on.
Or I take out an injunction on royal mail for failure to make reasonable adjustments for my disability.

Mr McMorrow






Dear Mr McMorrow,
Thank you for your email to Caleb.  As Caleb is currently out of the office, I have been asked to respond on his behalf.
I am sorry to hear that you are still experiencing problems, despite the measures we have put in place for you.   Please allow me some time to look into this of you; as soon as I have an update, I will be back in contact.
As always, if I can be of any further assistance in the meantime please let me know.

Kind regards,

Rebecca Redmond
Royal Mail – Chairman and Chief Executive Office






Dear Mr McMorrow
Thank you for your email.
Please accept my sincere apologies that this is happening again.
To ensure the right member of staff is spoken to about this matter, can you confirm what date this occurred, I’m presuming the 2nd December as this is the date of your email but needed to check first.

Thank you

Caleb Carter
Royal Mail - Chairman and Chief Executive Office






My items are being left in the communal hallway again!
Ref 1-4695903261
Mr McMorrow



Issues from 2018






Dear Mr McMorrow
Thank you for your patience whilst I contacted the delivery office manager about the recent issue you had with your mail.
The delivery office manager has assured me that the arrangement to have a second delivery attempt for your parcels without booking a redelivery is still in place. He has asked me to pass on his apologies for when this has not happened.
They have spoken to all delivery staff that could potentially deliver to you to remind them of the special arrangement. If you have any further issues please don’t hesitate to contact me.

Kind Regards

Caleb Carter
Royal Mail - Chairman and Chief Executive Office






Dear Mr McMorrow
Thank you for your email.
I’m sorry to hear that your mail items are getting left on the communal hallway floor.
I will contact the delivery office manager to ensure this stops.
I will get back to you in the next few working days.
Kind Regards

Caleb Carter
Royal Mail - Chairman and Chief Executive Office






Right items are still being left in the communal hall on the floor!
The postman just now introduced himself as "postman" and left without even attempting my door.

I would now like a full explanation and a copy of staff guidelines on disability and disabled customers.

My next email is to Ofcom

Mr McMorrow






Dear Mr McMorrow
I’m writing in reference to the special instruction we have for your mail at your local Delivery Office.
The Delivery Office Manager has written to me explaining that after trialling the special instruction they do not believe they can always provide a second same-day delivery attempt of your parcels or items that require a signature.
Whilst we cannot guarantee that we will make a second same-day delivery attempt, I have asked the manager to keep the special instruction in place and asked them to add a further note instructing delivery staff to try and deliver the following day when needed.
I realise this news will come as a disappointment but wanted to ensure we did not continue to promise a service that we cannot always deliver. I’m sorry for any inconvenience this causes you.
If this new arrangement does not suit you, I would like to propose the possibility of getting a secure parcel box on the outside of your property. This will enable us to deliver a parcel every time. We will of course post a card through your letterbox so you know when we have delivered a parcel.
Once again, I’m really sorry we cannot promise a second same-day delivery but hope my proposal is an acceptable way to move forward.

Kind Regards

Caleb Carter
Royal Mail - Chairman and Chief Executive Office






Dear Mr McMorrow
Further to our conversation yesterday, I can confirm that the special instructions for your mail have been placed as per Rebecca’s email below.
The item that should have been delivered yesterday will be delivered today. I apologise for the inconvenience and concern this has caused.
If you have any further issues that you would like me to look into please do not hesitate to contact me.

Kind Regards

Caleb Carter
Royal Mail - Chairman and Chief Executive Office



 - Part 2



You have failed again!
A red card was left. No second attempted delivery was made. I was to be emailed a resolution allowing me to go to the ombudsman.
Mr McMorrow






Dear Mr McMorrow,

Thank you for your email.
Paul has attached a notice to your mail frame to advise all delivery officers to allow extra time when attempting to deliver larger items to you.   If there is no answer the first time around, they have been advised to continue with their delivery and return again at the end of their shift.
If you do have any further problems, please do not hesitate to contact me.

Kind regards,
Rebecca Redmond
Royal Mail – Chairman and Chief Executive Office



 - My Response



Hello,

Once again you've failed to understand the problem. As I'm disabled I never go out. I've been out twice in the last year.
The issue is ringing the bell and bumping the item on the floor not waiting for me to collect the item.

Mr McMorrow






Dear Mr McMorrow,
Thank you for your patience while I have been looking into delivering larger items to you.
One of the managers, Paul Bheemul, has advised that unfortunately there is nowhere in the
communal area that the items could be left so that they are easily accessible for you.
Paul has asked if there is a neighbour that we could leave larger items with if you are
not at home when we attempt delivery?
If this is possible could you please let me know the name and address of the neighbour
so that I am able to advise Paul.  Failing that, the only other options we have are to
return the items to the Delivery Office where they will be held for collection or redelivery
on a convenient day for you.
Kind regards,

Rebecca Redmond
Royal Mail – Chairman and Chief Executive Office