ON April 19 I posted three separate envelopes at Lendal post office in York using the recorded delivery service. I have lost a number of letters in transit over the past two years and wanted to ensure safe delivery of these three.

On May 7 I discovered that only one of them had been delivered. When I telephoned Royal Mail Customer Services I was not surprised to have to navigate a long menu of options.

During the time I waited to be answered a recorded message told me that Royal Mail are making enormous efforts to improve their service to customers. However, as this is taking up so much of their time, their investigation service was not operating at present.

When I was eventually able to speak to a staff member she confirmed that two of the three letters had not been delivered but that if I completed a complaints form for each of the envelopes the matter would be dealt with within three to five days of receipt in their office.

I am left wondering whether the form-filling is going to be worth the effort.

Sandra Geere,

Park Grove,

York.

Updated: 08:52 Monday, May 17, 2004