Royal Mail's Service Under Scrutiny: Daniel Kretínský Responds to Criticism

Daniel Kretínský, the Czech billionaire who acquired Royal Mail’s parent company for £3.6 billion in 2025, faced intense scrutiny from Members of Parliament (MPs) regarding the perceived decline in service quality since his takeover. During a session with the business select committee, Kretínský defended the company's performance amid complaints about late deliveries and rising prices, asserting that external factors contributed to the challenges faced by Royal Mail.

The Guardian

Kretínský expressed regret for any late deliveries, acknowledging that Royal Mail delivered 16 million Christmas letters late and raised first-class stamp prices from £1.70 to £1.80. The committee's chair, Liam Byrne, highlighted that Royal Mail is projected to deliver 220 million letters late this year out of a total of 5.6 billion. Byrne emphasized that the service is experiencing a "national breakdown," prompting Kretínský to counter that the company is held to higher standards than its European counterparts.

The Guardian

In response to ongoing criticisms, the UK regulator Ofcom is set to lower Royal Mail’s service targets. Starting next week, the company will only be required to deliver 90% of first-class mail within one working day, down from 93%, and 95% of second-class mail within three days, reduced from 98.5%. Despite these adjustments, Kretínský acknowledged that Royal Mail is currently failing to meet even these lowered expectations.

The Guardian

Kretínský refuted claims that Royal Mail is prioritizing more profitable parcel deliveries over letters. He acknowledged that during crisis moments, such as staff shortages, there may have been instances where parcels were prioritized to clear backlogs, but he insisted this was not a formal policy. He argued that it is unfair for Royal Mail to compete with companies that do not provide full employment and have significantly lower labor costs.

The Guardian

Kretínský stated, “This is a hard job, this is a job that nobody else in Europe is doing,” highlighting the challenges of maintaining service standards at competitive prices. He also expressed a willingness to support government measures aimed at improving employment conditions for parcel drivers employed by other firms.

The Guardian

Byrne and other committee members voiced strong concerns about the decline in service quality, suggesting that the issues are systemic rather than isolated incidents. The criticism underscores a growing frustration among stakeholders regarding Royal Mail's ability to meet its obligations.

The Guardian

While Kretínský maintains that service quality has not declined, the committee's findings and testimonies from postal workers suggest a significant deterioration in service. This discrepancy raises questions about the accuracy of Royal Mail's operational assessments and the effectiveness of its management strategies.

The Guardian

• “This is a hard job, this is a job that nobody else in Europe is doing,” — Daniel Kretínský, Owner of Royal Mail’s Parent Company

The Guardian

• “This is not an isolated pattern, this is a national breakdown in the service,” — Liam Byrne, Chair of the Business Select Committee

The Guardian