Here is the response to our email regarding the Post Office being closed, without notice, on the 3rd and 5th of July 2018:

Ref: CAS-96540-K1V8V3 

Thank you for contacting us again about the Glencaple Post Office branch. I do apologise for any delay in our response, I have struggled to reach the branch manager by telephone.

Im really sorry that the above branch has been closed during the advertised opening times. I can appreciate that this must have been frustrating and inconvenient for the community.

Please be assured that our main objective is always to ensure all our customers are provided with the best possible service, and to achieve this all of our branches should be adhering to their official opening and closing times.’

I have now contacted the branch via a report in the mail and raised your concerns with the Postmaster directly, asking them to take any action within their control to address these issues. I have informed them that they absolutely must inform their business helpline of any impending periods of closure so that we can inform customers in advance wherever possible, as I can see no closure records on our system for the dates you mention.

I do apologise that we were not able to provide advanced warning of this closure. We would usually offer information on any planned closures to customers vbia the official channels which include notices at the branch and usually, informing the local council. As I’m sure you can appreciate, in some circumstances, closures are unexpected and sometimes we are unable to provide warning. I apologise again for any inconvenience

I also want to assure you that we take customers’ feedback on board, and rely on it to improve the service we provide both locally and across our network. Your comments and the report mentioned above have also been shared internally with the relevant Area Manager so we can monitor the issue raised and further intervention can be made if deemed necessary.

Thank you again for taking the time to bring this important issue to our attention and please accept our sincere apologies for any inconvenience or frustration the community may have been caused.  

If you do have any further issues, please don’t hesitate to contact us again by replying to this email or emailing customercare@postoffice.co.uk. Including your reference number (shown above) will help us to quickly locate your details.  

Kind Regards, 

Olivia Marshall   

Customer Service Advisor  

Textphone: 03457 22 33 55 (For the Deaf and Hard of Hearing)
Email: customercare@postoffice.co.uk
www.facebook.com/postoffice
www.twitter.com/postoffice