I worked for Royal Mail in the early ninety's. I knew every single one of my customers, and when mail went astray, I would do everything I could do for my customers. During my time there, the powers that be started fixing Royal Mail even though it wasn't broken. It wasn't perfect, but it wasn't broken, and they have continued fixing it, to the point where it is now completely knackered. Sad loss of a service that was the envy of the world!