In message , geoff
writes

As I said, give me a direct line to a "buck stops here" person who can
sort the problem straight away

Royal Mail can't do that

RM can, and do. However, a BIG fuss is required. OK, I realise that it
should not be that way - you should not have to make a fuss to get to
the person who can make things happen. However, that is life, sadly.
--
Graeme, sub postmaster.