Best way to get compensation from Royal Mail

helenyw

I posted this in the wrong forum earlier....:o
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I've just made a special trip to the local sorting office (the notorious London SE1 one) to pick up something that the postman had allegedly tried to deliver to me three days ago but it was too big for my letterbox.
My sister was home all day that day, and actually heard the postman dropping the letters through the letterbox. Among the letters contained the red "Sorry you were out" card. By the time my sister went out to call the postman he had gone. Here's my first suspicion: the postman didn't actually bother bring the parcel (a birthday present for my sister) to deliver, because otherwise why would he not bother knocking the door or ring the door bell and risk having to carry it all the way back to the post office.
Yesterday and the day before we spent ages on the phone trying to arrange a redelivery, but never got through to a real person. Today I went to the post office, and after waiting for a few minutes, the man at the counter comes back empty handed. The postman has not returned the parcel.
This is not the first time that this has happened. Last time, I managed to get through (only by calling the Royal Mail customer service number) and got a reference number for the redelivery. I waited all day. The postman came and went but no sign of the parcel. I called and was eventually told that "the item is now lost".
Has anyone tried to contact Royal Mail for compensation? Do they ever answer letters or phone calls? I have tried the customer service line, only to be told that there is nothing they could do as the item was already lost. This is ridiculous. I lived in southern and west Africa for almost 15 years and this was what used to happen until we got to know the people in the post office. This is yet another example of how this country is headed for a social "regression" while others progress - definitely a first of its kind!

dragonsoup

I have had problems with RM not getting signatures on recorded delivery letters. Compensation can be got but you have to be persistant and get past the front line staff. The complaint supervisors do have authority to pay compensation but you have to be very determined and not allow yourself to be fobbed off. Asking the name of the person who will be calling you back generally works ....

I think though it is the sender who needs to complain rather than you as recipient.

Zziggi

I have had numerous problems with Royal Mail, not getting signatures on recorded items. Losing items etc etc. Yes you can get compensation if you are persistant and can jump through all their hoops.:rolleyes: BUT if you claim compensation too often they will refuse to pay out. This happened to me. They lost 3 items in about 4 months. I claimed compensation for the first 2. I had proof of posting, proof of their value (under £20)etc etc. When this happened for a 3rd time they REFUSED me compensation despite having proof of posting, proof of items value etc etc. They said i had claimed compensation from them too often.

IF THEY DIDN'T KEEP LOSING MY ITEMS, I WOULDN'T NEED TO CLAIM COMPENSATION!!.:mad: :mad:

P.S. I have had problems sending stuff that has gone via SE1 depot.

Becles

helenyw wrote:

The postman has not returned the parcel.

It might not be the postmans fault.

At the end of each delivery, the postman takes the undelivered items back to the nearest Post Office, where he "pouches off". This means the red sticker is put on with the reason for non-delivery, and the item goes into the bag with the other mail to be posted. The parcel goes back through the system until it gets back to the postman who sorts your mail. It is removed then and put into the delivery office ready for collection.

The postman may have lost the item, but it could also have been lost by the Post Office staff, any of the sorting staff along the way, or the delivery office staff.

fwhorn

Hi,

I have had problems with the post office before, but must say i have a great postman so cant knock him. Whenever i have a problem with the post or people who work for the post then i get in contact with postwatch, I always tell them i want a response and what is happening. They have nothing to do with the post office but i think are goverment sponsered and the figures and stats count. Give these a try.

CUSTOMER COMPLAINTS 08456 01326.

Like i said they are nothing to do with the post office so be nice with them and you should get a result.

Good luck

Jnelhams

You get Post!!! Really!!! I live in HA Postal area I don't. What I get is little cards to say that they have thrown it over the gate, and smashed, rather than ring the door. Or I have a passer by mention that they found a letter of mine in their post , I've had no end of stuff nicked or left on the lawn that's when of course the student/vagrant delivering the overpriced 5th rate service?? turns up sometime around 4 or 5pm, I dont get post on Saturdays, Mondays or during any week that has a public holiday in it, or if it is below 17c or above 19c outside, with an easterly 5mph wind.

They stink, I don't even get books of stamps anymore when I complain, let alone paid out for proven losses.

Good luck!