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Royal Mail has admitted to incorrectly branding a genuine first-class stamp as “counterfeit”, GB News can exclusively reveal.
The mistake has called the firm’s “robust, multistage” process for assessing whether stamps are genuine into doubt.
Royal Mail has apologised to a customer after Royal Mail branded her genuine stamp “counterfeit”
PA | GB NEWS
Catherine Prest, 68, bought a book of first-class stamps from WHSmith in Guildford in December last year and used three to send three cards the following month, including one to her son.
However, her son never received the item. Royal Mail instead told him he had to pay £5 to retrieve it, as it was “counterfeit”.
Ms Prest, who lives in Woking, told GB News she felt “very uncomfortable” when she found out what had happened.
She said: “It wasn’t nice. We’re not a family that does that – we don’t do fraudulent things.
“We don’t try and scam people or get something for free or thieve things, we just don’t do that.
“Then it became a mission for me to sort it out. I felt this is not right.”
Ms Prest contacted the retailer who explained the stamps were bought from Royal Mail.
She reported the issue to Royal Mail via their “report fake stamps” section of their website but didn’t hear anything further.
Ms Prest then wrote to her MP, Sir Paul Beresford, who subsequently contacted Royal Mail on her behalf.
She said: “I was quite incensed. It didn’t feel right. I wasn’t getting anywhere with anybody.”
Ms Prest was asked to send the intercepted envelope with the alleged counterfeit stamp to the Royal Mail headquarters for investigation. She did so, on the proviso they would return it to her afterwards, which they did.
In a letter dated February 22, 2024, seen by GB News, Royal Mail’s Senior Public Affairs Manager Michael Hogg confirmed the stamp had been re-checked by the Revenue and Protection team and it was confirmed to be genuine.
He continued: “Royal Mail had therefore been wrong to apply the surcharge and I am very sorry that our actions have failed you on this occasion.
“I wish to assure you this matter has not been taken lightly and whilst it is rare that items are incorrectly charged, an investigation is now underway by senior colleagues at Royal Mail Revenue and Protection to ascertain why this has happened, and what can be done to prevent it from happening again.”
To “say sorry for the mistake”, the letter said a cheque for £5 to cover the cost of the surcharge paid and a Presentation Pack of Viking Britain stamps had been enclosed.
While Ms Prest received the £5 cheque, she says the presentation pack of Viking Britain stamps didn’t arrive.
“I didn’t want anything, I just wanted them to admit that it’s their franking or scanning machine, or whatever it is they use, is faulty, and as a result, it cost my family £5,” she said.
“I never wanted extra money or compensation. My gut feeling all along was that it wasn’t counterfeit.”
Ms Prest checked whether the other two stamps she’d used had also been withheld because Royal Mail deemed them “counterfeit”, but they had arrived at their destinations without a hitch.
She said: “I think if you buy stamps online or if you’re getting them cheaper than you can get at the Post Office, you take a risk that they’re counterfeit, because there’s always somebody trying to thieve your money through scams, but this wasn’t the case.”
Sir Paul Beresford MP told GB News: “What was extraordinary about this case is one branch of the Royal Mail said it was fraudulent and the other one says it wasn’t. It’s a pretty poor show. Should they not get their act together?”
He added: “I think what we will possibly do now we’ve got this information is offer for them to look to the people that said it was counterfeit and ask them why.”
A Royal Mail spokesperson said: “Royal Mail takes the illegal production of counterfeit stamps seriously. Since the introduction of barcoded stamps we have been able to significantly reduce stamp fraud through added security features.
“Every barcode is unique which allows us to identify whether a stamp is genuine or not, and whether they have been previously used.
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Royal Mail admitted to wrongly applying the £5 “counterfeit” surcharge, GB News can exclusively reveal
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“We want our customers to buy stamps with confidence. We strongly recommend that customers only purchase stamps from Post Offices and other reputable High Street retailers, and not to buy stamps online – unless from the official Royal Mail shop. Our website provides customers with guidance on how to spot counterfeit or used stamps and we urge customers to report any suspicious stamps to Royal Mail via our website at Report a Stamp Fraud so that we can investigate.
“We are working hard to remove counterfeit stamps from circulation. We regularly monitor to detect suspicious activity, such as sales of heavily discounted stamps and work closely with retailers and law enforcement agencies to identify those who produce counterfeit stamps.
“We have a robust, multistage process in place when assessing whether stamps are genuine. This includes a thorough examination using specialist equipment, then a follow-up inspection by a skilled member of the team before any stamp is marked as counterfeit or pre-used.”
Royal Mail introduced barcoded stamps in February 2022. Non-barcoded stamps are no longer valid.
GB News has spoken to dozens and dozens of people who bought their stamps from reputable retailers, including Post Office, but found their loved ones were charged £5 for the item of post.
Kerrie Minton, 59, from Shropshire, bought a book of first-class stamps from her local Post Office so she could surprise five of her friends with a card and a small, lightweight, bracelet. She had ensured the item was within the first-class stamp weight and size limits.
All five of her friends were told they would have to pay £5 to get the item due to the stamps being “counterfeit”.
Kerrie Minton was shocked to find five of her stamps had been deemed “counterfeit” by Royal Mail
KERRIE MINTON
She told GB News: “I was furious. I was so angry.
“My friends were not best pleased paying out £5 to get the mail either. This has got to be looked into urgently.”
As they were bought before the April price rise, Ms Minton’s stamps cost £1.25 each, meaning recipients were forced to pay four times the price of postage to release the item.
Chris Jones, 54, from Swindon, bought several books of stamps from well-known high street retailers. He said: “My relatives were charged for the pleasure of receiving birthday and Christmas cards from me.
“It was hugely embarrassing to say the least.”
Mr Jones also had to pay a similar charge to get a letter from a well-known business, because the stamp had been deemed counterfeit by Royal Mail.
Chris Jones had to pay £5 because the stamp on a letter sent by a well-known business was deemed “counterfeit”
CHRIS JONES
He has decided against using the Royal Mail barcoded stamps in future.
He said: “I bought some unbarcoded Christmas stamps and when they run out I will print postage out at home.
“Anything bigger than a letter now goes by a trackable courier service and not Royal Mail.”
A small business owner who bought 100 stamps from his local Post Office and village store feared for his reputation after customers were forced to pay an additional £5 for their order because Royal Mail deemed the stamps were “counterfeit”.
Eric Schroter said: “I couldn’t believe they were fake because I bought them from Post Office. I didn’t have any suspicions they were fake, I just thought Post Office had messed up or something.”
Some weeks after GB News highlighted his plight, Mr Schroter received an email pointing out he had not knowingly used “counterfeit” stamps, which has allowed him to “clear his name” with his customers.
After GB News investigated the case of Natasha, whose stamp – bought at Post Office – was deemed “counterfeit” by Royal Mail, Post Office apologised and offered £25 as a gesture of goodwill.
Post Office told her: “As all of the stamps you purchased have now been used to send your mail, we are unable to explain why only one of the stamps taken from a book of stamps was deemed to be counterfeit by Royal Mail.
“Whilst we are unable to provide an explanation in this regard, the fact remains that your postage stamp was purchased from a Post Office branch, and we are truly sorry for any loss of confidence in our services that this experience has caused you.”
A Post Office spokesperson said: “Stamps are available to buy from a number of different sources. Post Office Ltd receives its stamps direct from Royal Mail’s secure printers.
“Customers who buy stamps at Post Offices are given an itemised receipt, and this is required to investigate any allegations of fake stamps.
“We want to sincerely apologise for the experience Natasha had after purchasing stamps from one of our Post Offices. We have apologised to Natasha and as a gesture of goodwill have offered a £25 cash voucher.”
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