Consumer Scotland says Ofcom’s latest decision to reform the Royal Mail’s Universal Service Obligation leaves Scottish customers in the lurch. Island communities and low-income households could feel the pinch first.
Reliability Down, Prices Up — A Bitter Pill
For many in Scotland, reliable post isn’t a luxury — it’s a lifeline. Grace Remmington, Consumer Scotland’s Head of Post, didn’t mince her words when she called out Ofcom’s ruling this week.
She pointed out that Scots have already weathered shoddy delivery reliability and soaring stamp prices. Now, they’re being asked to accept even less for more money.
Is that fair? Hard to say if you ask islanders in Orkney or Shetland. For them, every late letter can mean missed appointments, bills, or vital updates.
What Changes Are on the Table?
The tweaks to the Universal Service Obligation — or USO — may look minor on paper. But dig deeper and they sting:
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Fewer delivery days for second class mail.
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Slower deliveries for some second class post.
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Lower quality targets for both first and second class.
So, your birthday card from Auntie Mags? Might show up a day late and cost her more to send. Small thing, maybe. But it all adds up.
One big gap is postcode-level service for islands. Right now, Orkney, Shetland and the Western Isles don’t have quality benchmarks. Consumer Scotland wanted targets to push up standards. Ofcom said no.
The Islands Keep Missing Out
It’s not the first time islanders feel sidelined. One local councillor in the Western Isles sighed: “We’re used to being last on the list. Now we’re not even on the list.”
It’s not just about postcards and parcels. For small businesses shipping crafts or local food, late or unreliable post means lost sales. Islanders already pay more for deliveries that take longer. This feels like salt in the wound.
One short line says a lot: no postcode-level quality targets, no real accountability.
Cost Questions Still Unanswered
Remmington’s statement flagged another red flag — affordability. It’s fine to slash services, she says, but what’s the cost to customers?
Ofcom hasn’t tackled that bit yet. So, Scottish households could face higher stamp prices while post arrives slower. If you’re on a tight budget in rural Scotland, every penny counts.
A table in Ofcom’s draft report spells it out:
| Service | Current Delivery Days | New Delivery Days | Estimated Price Impact |
|---|---|---|---|
| First Class | 6 days | 6 days | +2% by 2026 |
| Second Class | 6 days | 5 days | +5% by 2026 |
| Island Post | 6 days | 5 days | Unknown |
Not exactly comforting.
Some Small Wins — But Not Enough?
There’s a sliver of good news. Ofcom did listen to calls for better engagement. Royal Mail will have to set up a new stakeholder forum — a place for consumer bodies and industry voices to air their concerns.
Remmington called this “vital” but warned it’s no replacement for proper protections. Watching from the sidelines while services decline isn’t what Scottish consumers signed up for.
Bullet point worth noting:
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Ofcom still hasn’t ruled out more changes if the affordability review suggests it.
What Happens Next?
Consumer Scotland wants Ofcom to get a move on with its affordability review. The fear is that people will be stuck paying more for poorer service for years before any action is taken.
Some rural MPs have already signalled they’ll bring it up in Westminster. Postal services rarely top the headlines, but in scattered island communities, they’re a basic right — not a luxury.
A single mother in Orkney summed up the feeling: “They’re asking us to put up with worse and pay more. It’s like being punished for living here.”
Ongoing dialogue, they say, is vital. But until islanders see concrete change, talk might feel like empty postage stamps.
