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Royal Mail: Do they always deliver?

The price of a First Class Stamp went up by nearly a third in May 2012 to 60 pence. Second Class stamps also went up to 50 pence. But as the costs increase, so do the number of complaints. What service are we getting for our money? Ricky Boleto reports.

Video - Royal Mail: Do they always deliver?

It may be one of the oldest services of its kind in the world, but like the most modern go-ahead companies, the Royal Mail has a "vision" - and it's a big one: "To be demonstrably the best and most postal service in the world." If only Royal Mail always lived up to that promise...

Take those 'first class' deliveries - the one's we're now paying 30% more for. Does a first class stamp ensure your letters will arrive within one working day? Or two? Well, no. Ask solicitor Laurence Harris, who complained about the delays affecting his company's mail. He felt that a lot of his company's post was not getting delivered, or it was two or three weeks late. Lawrence explained: "This has caused our clients a great amount of stress and ourselves likewise."

Lawrence spoke to the Royal Mail complaints department and was informed that the delivery time for the first class post was, as far as the post office was concerned, delivery within 15 working days.

But here's the proof: the Royal Mail's terms and conditions - which say they won't offer compensation for a delayed first-class letter, unless it still hasn't arrived 15 working days after the due date. So if the 60p first class stamp doesn't offer enough of a guarantee for you, you could always pay more on a Royal Mail service that promises extra reassurance.

Craig Taylor took advantage of that service in March this year - but it was a decision that would cost him dearly. He booked a trip to China and sent his passport off in the post to the Chinese visa centre in order to apply to get into the country. He sent his passport off using recorded delivery and had left plenty of time. But the passport got lost in the system, meaning that Craig was not only in danger of missing his trip to China, but was actually unable to go on another holiday in Egypt. He has since spent nearly £200 on train tickets trying to get a replacement passport. Then there's the days off work - and the price of the lost holiday. So much for Royal Mail's boast that it's recorded 'signed' for service gives you complete peace of mind when you're sending post.

But what if you are receiving post? We've heard from one viewer who ordered two dresses online, in a tiny size six, for an important function back in December 2011. The supplier confirmed they were sent by recorded delivery - and even provided a tracking number. But by the end of April 2012, the dresses still hadn't arrived; and if - or when - they do, they won't be much use, because that viewer is now eight months pregnant!

So that's First Class and Recorded Delivery - but what about Airsure? It's Royal Mail's fastest international tracked service. Secure and reliable to over 30 destinations worldwide - apparently. Yes, we've had complaints about that too. Lynn Ferguson told us how she used it to send cash worth £130 - and a fridge magnet - to a friend in the USA in February 2012. Royal Mail aim to deliver Airsure packages to the States within six days; however, neither the money or the magnet arrived, and all Royal Mail have offered is a refund on the cost of postage: just £9.87.

So what about Parcel Force? It's a company that is part of the wider Royal Mail Group - and a company that promises: "Every single parcel you entrust us with is a confirmation of your confidence in us. How we respond is a measure of our success."

However Glenn Ferry from Northern Ireland had a different experience. He left his brother's bagpipes in a hotel room in Glasgow, so he booked a delivery with Parcel Force to pick them up. Glen explained that the pipes are irreplaceable and had been in the band for over 60 years, so it was important that they were delivered back to Northern Ireland safely. However, this evidently wasn't as important for the company, as, despite boasting a high quality, smooth and efficient service, they promptly lost them. Glenn is still waiting for them to answer how it is possible to lose something as big as bagpipes...