After many many attempts to get through by phone, I was told by RMail 20-30 minutes wait time was fine. It isn’t. I was then told that there is only a 10 day window for them to investigate problems such as mine when a tracked parcel hasn’t been delivered. The call handler then implied that was the end of the matter. He didn’t have the decency to tell me until later in the call that they’d refund the sender and me for the lost items.I raised a complaint that they claimed to have delivered a parcel which was not delivered (I’ve checked with neighbours, the post man, even called the same address in a nearby town) and that a 10 day window isn’t long enough for people to a) find out they’ve been sent something b) that it’s gone missing c) check with neighbours etc. He then said everybody else called within a day. This is nonsense! What about sending a surprise birthday gift? They take so long to deliver anyway, that even if you knew it was coming you wouldn’t be holding your breath. He then said I’d receive a letter in 10 days but he was the complaints handler so basically there was no discussion of my complaint, only “I’m sorry you feel that way”. I explained this made me feel the service wasn’t accountable to its consumers and he just parroted “I’m sorry you feel this way”. I asked if a FOI request would provide me with information about how many complaints were received like mine, and was told it’s a private system so wouldn’t release any details. Royal Mail should be ashamed of itself. It should no longer have the royal charter. This company has not learned anything from the scandals of its recent history when it blamed its own workers for systemic faults in its accounting system. Today it is cheating and patronising it’s consumers with a poor, slow, ineffective delivery service. Exactly like it’s call centre. They urgently need telephony training to improve clarity of speech and basic empathy skills. I could have easily ended the call today before the call handler told me that they would in fact do something about my missing parcel. A really, really, poor service.