High costs and unreliable deliveries for parcels in Shetland, report finds
SHETLANDERS are having to deal with a “fragmented, unreliable and often expensive” postal service, according to a new report.
Consumer Scotland has said that Shetland has one of the most fragile postal services in the UK, and said locals are facing inconsistent deliveries and high surcharges from retailers and couriers.
Small businesses in the isles are struggling as a result, the independent Scottish parliamentary body said, which is hitting the local economy.
Consumer Scotland has made a number of recommendations after conducting workshops and interviews with people and small businesses in Shetland, as well as in Orkney and the Western Isles.
It will advise the UK Government, regulator Ofcom, parcel operators and retailers to improve services and limit surcharges for island communities.
One of the recommendations is for parcel surcharges to be “transparent and fair” for island communities, including consideration of a cap on postal charges to the isles.
Ofcom will be advised to introduce minimum delivery standards for first class mail travelling to Shetland, and to review whether local postal disruption can be identified and resolved quicker.
Consumer Scotland has published a report into its findings in Shetland, Orkney and the Western Isles, saying islanders faced “high postal costs” but “inconsistent services”.
A Royal Mail decision to move postal flights to Glasgow instead of Aberdeen has often been cited as resulting in longer delivery times in Shetland.
Consumer Scotland cited the experience of a number of different Shetlanders who it had spoken to during workshops held in the isles, or through interviews.
One said that they had wanted to buy an item from a small business online, but had been quoted a price of £24.99 to post to Shetland.
They said the postage fee for orders on the Scottish mainland had been just £4.99.
“It’s not clear why this markup was necessary, given it was a lightweight order that should not have been hard to transport,” Consumer Scotland said.
The person made the purchase instead on Amazon, at a significantly cheaper cost, but said they had been disappointed not to be able to support a small business instead.
Others reported “challenges in understanding who was responsible for a parcel and at what point”.
One person told Consumer Scotland that when a parcel goes missing, “it’s up to you to find out who’s responsible, so you spend all your time phoning the person that sent it or the haulier”.
There was widespread praise for the commitment of local postal workers, Consumer Scotland stressed.
However, it said the speed of post getting to Shetland had been criticised. In one case someone said they had received a letter about a hospital appointment on the day that they were supposed to have the appointment.
“Small businesses reported difficulties receiving essential materials on time, reputational risks linked to slow or inconsistent deliveries and additional effort required to track or resolve missing items,” Consumer Scotland said.
“Together, they said these factors reduced productivity and limited growth in already fragile local economies.”
Heritage products such as Fair Isle knitwear were particularly affected by the delays, it said.
“These businesses play a vital role in Scotland’s cultural identity and export economy, yet many depend on reliable and affordable postal services to reach customers beyond their island communities,” Consumer Scotland added.
One suggestion was that drone deliveries – as has been tested out in Shetland – could improve service, particularly in terms of medical supplies.
However some had questioned the daily practicality of this, particularly in Shetland’s ever-changing weather.
“They tried to test it and do press interviews in Orkney, but they had to postpone because the drone hadn’t made it,” one Shetland small business owner told the report.
“If the drone can’t make it to do press interviews, it’s not making it across the sea. The mail is going to end up missing.”
Consumer Scotland’s director of policy and advocacy Douglas White said: “Postal services are a lifeline for Scotland’s island communities, supporting everything from access to essential goods and health services to enabling local businesses to trade.
“While people recognise and value the commitment of postal workers, the overall experience is too often inconsistent, expensive and unclear.
“Our research shows that island consumers are frequently paying significantly more for some deliveries or are excluded altogether, which is simply not fair. They also face uncertainty about delivery times and who is responsible when something goes wrong.
“Small businesses are at the heart of Scotland’s island economies and play a crucial role in supporting jobs, communities and Scotland’s global reputation for high-quality products.
“Improving the reliability, transparency and fairness of postal services is vital for all consumers and is essential to allow island businesses to thrive and continue contributing to Scotland’s economy.”
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