Royal Mail refund issue??

vigman

Hi

Recently a package I sent by RM 1st class, was thrown over a high fence on to concrete and the well packed contents damaged.

They had the paperwork, photos etc and basically accept the fault is theirs BUT have only issued the actual £10-30 postal charge refund.

I was claiming £40 for a repair to an antique box (that had sold for £69.99 on Ebay) and my post office says I should be insured up to the first class £45 limit (which would have covered my basic costs even if the package was lost)

However, in the letter it says "I realise you requested a higher payment but the service that you used does not attract that level of cover"

Am I right to still ask for the full £40 repair cost caused by their admitted damage and under their 1st class £45 compensation?

TIA

Vigman

pmduk

I'd ask them to put you back in the same position you were in before their negligence. Whether you can insist upon that I'll wait for someone more knowledgeable to say. Unfortunately Royal Mail make their own rules up as they go along. They're rarely made in the Customer's favour

OlliesDad

vigman wrote: »

Hi

Recently a package I sent by RM 1st class, was thrown over a high fence on to concrete and the well packed contents damaged.

They had the paperwork, photos etc and basically accept the fault is theirs BUT have only issued the actual £10-30 postal charge refund.

I was claiming £40 for a repair to an antique box (that had sold for £69.99 on Ebay) and my post office says I should be insured up to the first class £45 limit (which would have covered my basic costs even if the package was lost)

However, in the letter it says "I realise you requested a higher payment but the service that you used does not attract that level of cover"

Am I right to still ask for the full £40 repair cost caused by their admitted damage and under their 1st class £45 compensation?

TIA

Vigman

I believe the £40 repair cost would be classed as consequential loss and therefore not covered by RM.

vuvuzela

OlliesDad wrote: »

I believe the £40 repair cost would be classed as consequential loss and therefore not covered by RM.

It's not consequential loss for a repair to be needed to a box that has been damaged by them throwing it onto concrete. It is damage caused by their mishandling.

vigman

OlliesDad wrote: »

I believe the £40 repair cost would be classed as consequential loss and therefore not covered by RM.

Interesting! I thought the £45 compensation on first class was for any (?) loss or damage?

I have not paid the repair cost to the restorer who gave the estimate, but the RM action directly caused £40 damage?

Thanks

Vigman

vigman

Has anyone 'escalated' a Royal Mail refund request before, please?

I am going to write to say that I am not cashing their cheque or accepting this offer, and am entitled to repayment of up to £45 for the damage they caused.

The service I used, First Class, does specify up to £45 for loss or damage.

Any legal/consumer law bods out there who would agree with this action?

TIA

Vigman

shocky_2

According to RM's website it seems you get up to £45 compensation no matter what service you use (http://www.royalmail.com/customer-service/personal-customers/refunds-and-compensation/claims-process/compensation-tables/compensation-damage). I don't understand why they say you should only get £30.

wealdroam

Pssst... it's £46.00.

vigman

wealdroam wrote: »

Pssst... it's £46.00.

...thanks!!!

Vigman

vigman

youngsolicitor wrote: »

According to RM's website it seems you get up to £45 compensation no matter what service you use (http://www.royalmail.com/customer-service/personal-customers/refunds-and-compensation/claims-process/compensation-tables/compensation-damage). I don't understand why they say you should only get £30.

They did not offer £30......£10 & 30 pence...the original posting cost!

Vigman!!

vigman

Just sending this:

"Thank you for you letter of 30th November 2012.

I was extremely disappointed at your response and the inclusion of a cheque for only £10-30, the return of my postage only, in reply to my claim for the damage caused by a Royal Mail operative to my parcel which was thrown over a high gate on to a concrete path at the recipient’s address.

I am not cashing this cheque and do not accept it as due compensation for the damage caused to my package.

I claimed £40, which is the estimated cost of repair to the wooden sewing box by a professional restorer.

You are wrong to state that “the service you used does not attract that level of cover” as my First Class post attracts a cover of up to £46 for loss or damage.

I am now requesting a cheque either for the full £40 claimed and I will return the original cheque or a further cheque for £29.70 and I will then cash the original cheque as well.

There is no doubt, and complete proof, that this was damage caused by your negligence and I expect appropriate compensation, please, in accordance with Royal Mail guidelines."

I will report back.............

Vigman