Royal Mail Delays: Why Email Addresses and Early Referral Now Matter More Than Ever

Recent reports that Royal Mail executives are to be called before Parliament over serious letter delivery failures should concern every business that relies on post to communicate with customers.

The BBC has reported allegations that parcels are being prioritised over letters, resulting in missed hospital appointments, delayed bank statements and important time-sensitive documents arriving late. Even first-class deliveries are reportedly “way off track”.

For businesses that extend credit, this presents a very real risk.

If a posted reminder, statement or formal demand is delayed, your payment timeline is delayed too.

And in credit control, delay is expensive.

Don’t Rely on Post Alone

Many businesses still depend entirely on postal communication when accounts become overdue. Historically, that has worked well.

But if delivery performance becomes inconsistent, relying solely on physical letters introduces unnecessary risk into your recovery process.

That is why we strongly encourage Members to:

  • Collect valid email addresses for all business customers
  • Regularly verify that those email addresses are correct
  • Supply those email addresses when referring overdue accounts to CPA

When we are provided with both a physical address and a valid email address, we are able to support communication through multiple channels — not just post.

When we are provided with an email address, copies of our letters are sent to your customer by email when each  letter is printed.

In a climate where postal delays are being scrutinised at Parliamentary level, this simple administrative step could significantly reduce recovery time.

Early Referral Is More Important Than Ever

The second key message is this:

Do not wait.

Overdue invoices age badly. The longer a debt remains unpaid, the lower the probability of full recovery and the higher the cost — in time, stress and working capital.

If post is slower, that is even more reason to act earlier.

Passing debts to CPA promptly means:

  • We can begin contact attempts without delay
  • Communication can start via more than one route
  • Payment urgency is maintained
  • Disputes are less likely to escalate
  • Your cashflow is protected sooner

As our own experience shows, early engagement consistently delivers stronger results. Waiting for “another week” or “one more reminder” can quietly erode recovery prospects.

Cashflow Cannot Afford Postal Uncertainty

More businesses fail through poor cashflow than any other cause — even those that appear profitable on paper.

In uncertain trading conditions, with elevated insolvencies and ongoing economic pressure, businesses cannot afford to let avoidable delays creep into their credit control processes.

Collecting accurate email addresses and acting quickly on overdue accounts are two small operational disciplines that make a meaningful difference.

A Practical Checklist for Members

Now is a good time to review:

  • Do you hold a current email address for every credit customer?
  • Is email capture part of your onboarding process?
  • Are email details included when you refer accounts to CPA?
  • Are you referring debts as soon as they pass your agreed internal timetable?

If the answer to any of these is “not consistently”, this is your opportunity to strengthen your process.

Protecting Your Cashflow in Uncertain Times

CPA has supported UK businesses through changing trading environments since 1914. While external systems may fluctuate, disciplined credit control remains within your control.

  • Prompt action.
  • Accurate data.
  • Early referral.

If you are unsure about the right time to refer an overdue account, or would like guidance on improving your internal credit procedures, please contact our Service Department on 020 8846 0000.

James Salmon, Operations Director, 26th February 2026.