MSPs Highlight “the unacceptable challenges many island residents face when accessing postal services.”
theorkneynews
Maree Todd Highlands and Islands SNP MSP has written to Ofcom urging action to address longstanding postal service issues affecting island communities following the publication of Consumer Scotland’s report, An Equitable Postal Service for the Islands.
The report highlights the significant challenges faced by residents and businesses in Scotland’s island communities when accessing postal services, including delays, inconsistent delivery times and the impact on island businesses.
In August 2026 Scottish Green MSP also raised the issues reported on in the Consumer Scotland’s briefing with the Scottish Government. In a written question she asked –
“What steps it [Scottish Government] is taking to ensure that third-party parcel delivery operators provide clear consumer rights information.”
It was answered by Shetland SNP MSP and Minister for Public Finance in the Scottish Government, Hannah Mary Goodlad on 24 September 2026:
“Postal delivery companies are commercial organisations, operating in an unregulated market. The Scottish Government has long called for an end to unfair delivery charges, but only the UK Government has the power to regulate these. Where there are opportunities to do so, the Scottish Government urges these companies to be fair and transparent in their pricing policies.
“The Scottish Government supports the maintenance of the Universal Service Obligation (USO) and makes regular representations to the UK Government and Royal Mail on behalf of Scottish consumers.
“On 25 August 2026, following the publication of the Consumer Scotland report, I wrote to UK Government ministers offering to meet and discuss the challenges faced by island communities.
“I have also requested that the UK Government convene Royal Mail, Post Office Ltd, Ofcom, parcel delivery companies, and consumer and community organisations to make urgent and necessary progress on postal services and parcel delivery regulation.”
Ofcom is the UK’s regulator for the communications services, including Royal Mail. The three major island regions: Orkney, Shetland and na-h Eileanan an Iar are exempt from the postcode area level targets for the delivery of First Class Post.
In her letter to Ofcom, Maree Todd MSP called for consideration of the recommendations outlined by Consumer Scotland, including the introduction of postcode-area quality of service standards for island communities and improved systems to identify and resolve prolonged local postal disruptions more quickly.
Commenting, Maree Todd said:
“This report lays bare the unacceptable challenges many island residents face when accessing postal services.
“Action is needed by the regulator to ensure that Royal Mail addresses the clear inequity in postal service provision experienced by Scotland’s island communities.
“I have asked Ofcom what consideration it will now give to Consumer Scotland’s recommendations and what steps it plans to take to improve services.
“As MSP for the Highlands & Islands, I hear regularly from constituents across the region who are dissatisfied with the level of service provided by Royal Mail. While the report focuses on island communities, many of the same issues are experienced across the wider Highlands.
“People and businesses across our island and rural communities deserve a postal service they can rely on. I look forward to Ofcom’s response setting out what action it will take to ensure communities in the Highlands & Islands receive a fair and equitable postal service.”
Conservative Highlands and Islands MSP Tim Eagle has added to the debate. He said that reduced deliveries by the Royal Mail in the Highlands and Islands are meaning that local people are missing hospital appointments.
He said that some elderly people, who do not use email, rely on the post to receive notifications of appointments, and that the reductions in the service mean that letters are being received too late.
“This is a developing problem and, sadly, it is the most vulnerable people who are most affected. They have relied on a reliable daily postal delivery all their lives, but are now finding that it is failing them.
“What make things even worse is that the areas which are losing the daily service tend to be the most remote, and re-arranging appointments is challenging because of the travel distances to the nearest hospital. It requires planning, and sometimes the assistance of friends and relatives, to get there, and that cannot be done at the drop of the hat.
“The Royal Mail is supposed to be a universal service, which covers all the United Kingdom, including the Highlands and Islands. I want to know if they acknowledge these problems that people here are experiencing and what they are proposing to do to put it right.”
Consumer Scotland’s Report looked at many factors including the quality of delivery of First Class post in the three islands Authorities as against the UK average.
The First Class Quality of Service performance for First Class received by island postcode against the UK target and UK average
Consumer Scotland has recommendations arrived at after the findings of their report.
