Why Post Office?
A business that serves everyone
Why Post Office?
A business that serves everyone
About us
We’re the UK’s largest retail network, with over 11,500 branches. In fact, 93% of the population live within a mile of a post office. Our branches are run as franchises by local independent business owners – our postmasters – and other retail partners. They act as a vital social hub, giving local communities access to essential services, such as sending, collecting and returning parcels, banking, bill payments, and foreign exchange. Their wider offer also includes financial services, insurance, digital identity like EasyID, and more.
Since our separation from Royal Mail in 2012, we’ve been on an evolutionary journey to ensure we’re meeting all our customers’ needs. So, today, as we develop more digital offers, we’re still committed to providing face-to-face support to those who rely on us, such as access to cash and government services.
More on our corporate website
Here for everyone
At Post Office, our purpose is simple – to be here, in person, for the people who rely on us. It’s quite a balancing act – we need to keep an eye on retail trends and move with the times to meet the needs of new generations of customers. But we also need to make sure we continue to give our existing customers the personal service they expect.
We’re here
Post Office is unique. With over 11,500 branches, we’re the only retailer in every UK nation and local community. So, we’re a national business that feels totally local. That’s down to our postmasters and branch teams – friendly local faces who are here for our customers. But at Post Office, we’re equally here to serve and support our postmasters, because without them, there would be no Post Office.
In person
Post Office plays a vital role in many communities across the UK. We’re on high streets up and down the country, even when many retailers have left. Although a lot of services have gone digital, there are some things that you can’t do easily online. We understand that some of our customers find it difficult to access online services. So, we’re a multi-generational brand serving all, offering a human connection that’s valued by customers of all ages.
For the people who rely on us
We’re here for everyone. But we know some parts of society rely on us more than others – for example, people who operate in cash, who want to pay their bills in person, or who want to prove their identity. And our branches also have a strong and unique social purpose as community hubs. So, for the people who need us most, we’re proud to provide the vital, trusted services that they depend on.
Our behaviours
At Post Office we have a clearly defined purpose which is underpinned by our values. Our behaviours provide clarity on ‘how’ we do things and help guide us on what it takes to be successful. These are applicable to everyone, regardless of role. Our behaviours represent the essence and spirit of our business, the driving force behind our transformation and support us in creating an inclusive and thriving culture that secures Post Office’s success for the long term.
Supporting our Postmasters
Our postmasters are the backbone of our business. That’s just one reason why the Horizon Scandal should never have happened. And it’s why we’re working openly and transparently with the Government Statutory Inquiry to deliver justice and compensation for the victims. It’s also why we’re even more determined to give our postmasters all the support we can, so they continue to serve local communities around the country.
So, in 2024 we launched our ‘New Deal for Postmasters’, offering them more support and a bigger say in the day-to-day running of our business. Join one of our teams and you’ll make a positive impact on the lives of postmasters and their customers every day.
Our transformation plan
After a strategic review in 2024, initiated by our new chair Nigel Railton, we set out transformation plans to deliver a ‘New Deal for Postmasters’. There are five key deliverables to delivering our New Deal.
1. Strengthen our commercial offer
2. Ensure our network is fit-for-purpose
3. Transform technology & data
4. Deliver a new operating model
5. Reset stakeholder relationships
Our vision
We’re a crucial part of the UK’s social infrastructure. So, our vision is to keep on listening to postmasters and customers, to deliver the support and services that make their lives easier. That’s why we’ve developed new branch formats like Banking Hubs in areas where banks have closed, and our Drop & Collect service, which extends our local reach with counters in smaller retailers.
It’s why we’ve built partnerships with new mail carriers such as DPD, Evri and Amazon. And it’s why we’re working closely with our postmasters to develop a new branch IT system to replace Horizon. Because, by working collaboratively with them and their communities, we move forward, together.
Our social purpose
Our branches are at the heart of communities up and down the UK. This gives us a unique social purpose that’s central to our business. As community hubs, our branches not only provide essential services, they also play an important role in day-to-day social interaction for many of our customers. That’s why Post Office is ranked as having the most positive impact in the community by the Association of Convenience Stores (ACS).
But our social role goes beyond that. We also support the Trussell Trust, whose food banks help fight poverty and hunger across the country, and every year we collect cash for BBC Children In Need. We’ve also developed a corporate responsibility strategy that aims to support a sustainable future for us and the communities we serve.
The Horizon Scandal
We’re absolutely clear that the Horizon Scandal should never have happened. It’s cast long shadows over the lives of individual postmasters, their families, the communities they sustained, and the public. They all trusted us and the scandal is a stark example of what happens when that institutional trust falters. It’s also a reminder of our responsibility to uphold the integrity that’s been the hallmark of our service for hundreds of years.
There’s no doubt that the scandal has also cast a dark shadow over our organisation, and the full consequences are still unfolding. To rebuild the trust and integrity our business was founded on, it’s up to everyone at Post Office to help write the next chapter of our brand story. By building on the realities of today, we’ll chart a path toward a more connected, resilient, and thriving local ecosystem for every community we reach.
Our accreditations
