Royal Mail are worse than useless

Ms-Money-Penny

My partner posted a £600.00 mobile phone via Special Delivery on 14th Jan, guess what it was not delivered it has vanished off the face of the earth.

Put in a claim for lost item on 28th January handed it in at the post office, guess what they can't find any trace of it can we submit a new claim:mad:

Been advised by consumer direct to write a letter of complaint what's the point it will probably end up "lost".

Going to get legal advice from Citizens Advice to see if i can make a claim through the Small Claims Court.

Justicia

Surely you have to have exhausted the formal complaints procedure first, before court action can be considered?

I appreciate that you have already submitted one claim, but you may need to give it a further attempt via your letter of complaint (as suggested by CD), enclosing a copy of the previous complaint form/letter and progress it from there.

Ms-Money-Penny

Yes we are going to send a letter but it is still poor service, they know the item is missing so why is the onus on us to prove it time after time after time. We're out of pocket as he's had to buy another mobile phone and do Royal Mail care that one of their workers has stolen his parcel no. Special Delivery items have to be signed for every step of the way, they don't get "lost".

Justicia

Ms-Money-Penny wrote: »

Yes we are going to send a letter but it is still poor service, they know the item is missing so why is the onus on us to prove it time after time after time. We're out of pocket as he's had to buy another mobile phone and do Royal Mail care that one of their workers has stolen his parcel no. Special Delivery items have to be signed for every step of the way, they don't get "lost".

Please don't misunderstand Ms-Money-Penny, I totally agree with you in terms of service (or lack of)!

But in regards to the court action, my response was that, in my post above.

noonesperfect

Attitude can make all the difference!!!

When I complained that I'd been overcharged on postage not only was I sent a book of first class stamps but a cheque for £10 as well.
All the proof I had were my certificates of posting.

Also, when an ebay package I sent before christmas never arrived they refunded not only the amount of the contents of the parcel but the paypal charges as well. Again it wasn't sent recorded or special delivery.

I get cross that our post comes so late, but the postmen are great and the service I've received from "The Post Office" has been great. Albeit not for such costly items.

You are understandably upset, but you are only covered for £500 with special delivery unless he paid the extra insurance. If you go in all guns blazing it only puts people backs up.

Take a deep breath and start the procedure again online, it worked for me. Good luck.

xdaisyx

Ms-Money-Penny wrote: »

My partner posted a £600.00 mobile phone via Special Delivery on 14th Jan, guess what it was not delivered it has vanished off the face of the earth.

Put in a claim for lost item on 28th January handed it in at the post office, guess what they can't find any trace of it can we submit a new claim:mad:

Been advised by consumer direct to write a letter of complaint what's the point it will probably end up "lost".

Going to get legal advice from Citizens Advice to see if i can make a claim through the Small Claims Court.

when they said they have no trace of the claim, did they say they have no trace of the claim on the system yet?

28th Jan is not that long ago, you handed it in to a P.O, they then would have to forward it to RM in Plymouth, where the claims are processed, and then it needs to be input on to the system which usually takes around 2/3 weeks...my guess is they told you to send in a copy on the off-chance that the other isn't sitting there waiting to be processed.

also i really doubt CAB or anyone else would be interested yet as RM haven't actually refused your claim.

Ms-Money-Penny

noonesperfect wrote: »

Attitude can make all the difference!!!

When I complained that I'd been overcharged on postage not only was I sent a book of first class stamps but a cheque for £10 as well.
All the proof I had were my certificates of posting.

Also, when an ebay package I sent before christmas never arrived they refunded not only the amount of the contents of the parcel but the paypal charges as well. Again it wasn't sent recorded or special delivery.

I get cross that our post comes so late, but the postmen are great and the service I've received from "The Post Office" has been great. Albeit not for such costly items.

You are understandably upset, but you are only covered for £500 with special delivery unless he paid the extra insurance. If you go in all guns blazing it only puts people backs up.

Take a deep breath and start the procedure again online, it worked for me. Good luck.

Excuse me - attitude. This is a thread for venting your frustration so pardon me for doing so.

Firstly my OH has been dealing with them, so i haven't gone in all guns blazing and we accept that we will only get the £500 compensation.

And i'll take your advice next time i'll post an expensive item bog standard mail and when it gets lost in the post will be satisfied with the 1st class book of stamps.

And you are happy with the service the Post Office provides, i've come home tonight and found a parcel left on my doorstep.

Ms-Money-Penny

xdaisyx wrote: »

when they said they have no trace of the claim, did they say they have no trace of the claim on the system yet?

28th Jan is not that long ago, you handed it in to a P.O, they then would have to forward it to RM in Plymouth, where the claims are processed, and then it needs to be input on to the system which usually takes around 2/3 weeks...my guess is they told you to send in a copy on the off-chance that the other isn't sitting there waiting to be processed.

also i really doubt CAB or anyone else would be interested yet as RM haven't actually refused your claim.

Yes you are correct it's not showing on their system but it has been nearly three weeks. How many claims for lost items do they have, if it takes them 3 weeks then that's a bit frightening.

And actually Consumer Direct were interested they were appalled that the claim wasn't showing on their system.

I'm sending a complaint tonight but i wont give an update because obviously i've mis-read the name of the thread. Will have to vent my frustration elsewhere as it's obviously not allowed on this board.

dacouch

28th Jan is not that long ago, you handed it in to a P.O, they then would have to forward it to RM in Plymouth, where the claims are processed, and then it needs to be input on to the system which usually takes around 2/3 weeks...my guess is they told you to send in a copy on the off-chance that the other isn't sitting there waiting to be processed.

2 or 3 weeks to put the claim on the system....do they not have an option where you can pay a bit extra and your claim can be dealt with first class?

xdaisyx

2 or 3 weeks to put the claim on the system....do they not have an option where you can pay a bit extra and your claim can be dealt with first class?[/quote]

yes 2 to 3 weeks easily, they recieve on average 500 claims a day (which is a tiny percentage of the mail posted, far from frightening :rolleyes:) , one person can input 30/35 cases per day, at this time of year (just after christmas rush) obviously the work will start backing up

and no claims are all dealt with in date order as they arrive and to be honest , i know i really wouldn't want to pay any extra when i'd paid to have it posted/lost in the first place

dacouch

I was being ironic....