12 December 2008 Media Release

Some Post Offices Still Overcharging Say Trading Standards   


Trading Standards Services across Scotland have carried out a 
series of checks at local post offices throughout November 
before the Christmas rush to ensure that customers are being 
charged the correct price for letters and packets taken there 
for posting. The checks followed findings last year in South 
Ayrshire in which 60% of Post Offices over charged for items 
posted by Trading Standards Officers. 

Following changes implemented in 2006 all letters and packets 
taken to Post Offices are now priced according to both size 
and weight. All Post Offices should have a size template to 
enable consumers and the counter staff to place items into a 
particular price grouping according to size prior to being 
weighed to calculate the price. 

Trading Standards Officers constructed letters and packets of 
different sizes and weights which were then posted at different
Post Offices as part of a Scotland wide check. Every item posted
had previously been carefully weighed and measured by Officers 
prior to posting to ensure they would fall within a particular 
price band for first class mail. 125 letters and packets posted 
by officers at 120 Post Offices in fourteen local authority areas
across Scotland resulted in overcharges at 30% of the Post Offices
visited, the largest of these by a substantial 81.1% for a large 
letter posted in Argyll and Bute that should have cost 90pence 
but was actually charged at £1.63.

The actual price charged for posting the 125 items was £149.32. 
The correct price should have been £132.96 meaning there was an 
average overcharge per item of 12%. 

David Thomson, Chair of the Society of Chief Officers of Trading 
Standards in Scotland (SCOTSS) stated: 
“Some areas fared well such as Angus where all 9 post offices 
charged the correct price and even undercharging on one occasion.
However, others did less well such as Renfrewshire where 7 out 
of 10 overcharged or Stirling and Clackmannanshire with 3 out of 
3 overcharging. We recognise that the charges are on a fixed 
scale so that incorrect calculations will cause the price to 
jump into the next higher price bracket. Nevertheless these are 
the prices the public would be charged in everyday situations.”   

“The failure rate of 60% in South Ayrshire last year dropped to 
30% this time round but I’m sure most people would view these 
figures as unacceptable. Post offices are a valuable asset to 
their communities and people need to have confidence that they 
will not be overcharged when posting their items.  The crucial 
factor in these failures appears to be the fact that many of 
the staff in Post Offices are not measuring letters or packets
prior to charging customers. The inaccuracies we have detected
tie in with the items being placed in higher, incorrect price 
bands. It was very obvious during the checks that many of the 
counter staff were using their personal judgment to size the 
letters rather than actually measuring them. Anyone who is 
sending items through the post should ensure that the items 
are measured and weighed to calculate the correct price.” 

Commenting on the results Martyn Evans, Director of Consumer 
Focus Scotland, said: 
“Post Office staff provide an excellent service to their local 
communities, yet this study by Trading Standards, demonstrates 
that with particular types of transactions, staff don’t always 
get it right.  That is simply not good enough, especially in 
the run up to Christmas when more and more consumers are visiting
their local post office for advice.  Post Office Ltd must take 
urgent action to address these findings and reassure consumers 
that they will not be needlessly overcharged when posting items 
of mail.”

Mr. Thomson added: 
“Trading Standards Officers enforce many pieces of legislation 
designed to protect people from incorrect pricing, weighing or 
measuring and strive to ensure that people throughout Scotland 
are getting the value and services they deserve. A decision on 
whether formal enforcement action is required will be taken 
once we have met with the Post Office. We will also be seeking 
assurances that immediate steps will be taken to remedy this.” 
 
ENDS

Note to Editors

SCOTSS is the professional body which represents trading standards 
services in all 32 Scottish local authorities. It coordinates 
fair trading, safety and weights & measures issues across the country.
As a section of the Trading Standards Institute its purpose is to 
promote excellence and enhance the professionalism of its members 
in support of informing consumers, encouraging honest businesses 
and targeting rogue traders.