Royail Mail claim rejected

heman2012

In October a had to refund a buyer as he claimed item not received. He is an experienced TRS with over 1500 feedback.

I put the claim in with Royal Mail, and have just received a letter stating that they tried to contact the buyer, and as he didn't reply to their correspondence, they have assumed the parcel was delivered and won't reimburse me.

Can anyone advise what my next port of call should be?

I have just sent him a message through Ebay but I assume the buyer has washed his hands of the transaction since he has his money back.

danmanchester

When they tried this with me earlier this year (for a recorded delivery iten that got lost) I found that a Letter Before Action (Google around for templates online) made them change their mind.

Yeah they make you work for a refund/compensation now knowing many people won't bother.

booter

Personally I'd try RM's complaints process. http://www.royalmail.com/personal/help-and-support/how-do-I-make-a-complaint and I'd include a copy of the message from the buyer which indicates that the item wasn't received. Dogged determination is the key!

spacey2012

I would LBBCA them informing them, the "buyer" had no contract with them, so has no compliance with them.
You are the contract holder and you are informing them they did not deliver it.

techspec

I sent a letter before action, after the same thing - and a few weeks later a cheque arrived.

A bit strange - as i have since been told you cannot sue Royal Mail.

Just demand what you paid for - the signature from the buyer - and if not, clearly they have lost it.

custardy

techspec wrote: »

I sent a letter before action, after the same thing - and a few weeks later a cheque arrived.

A bit strange - as i have since been told you cannot sue Royal Mail.

Just demand what you paid for - the signature from the buyer - and if not, clearly they have lost it.

I think they just realise you wont let it go.
It is a tricky one. offering compensation on a service you cannot prove wasn't lost.
I said ages ago compensation on untracked items will likely disappear or become a cost extra.
they went part way with the drop and rise in RD cover

martindow

techspec wrote: »

A bit strange - as i have since been told you cannot sue Royal Mail.

Is that still true now it has been privatised?

catmiaow

A quick phone call sorted this out for me and they arranged a cheque for me.