Royal mail has lost a parcel

atarisrocks

I had a we missed you card come through my door and when i went to collect it they claimed it had already been collected and royal mail now claims i have to contact the sender to put in a claim.

I am not expecting anything so potential win???.

any advise from people who had similar and what was your outcome?

chickaroonee

I bet it's still at the sorting office, I've had it a few times where they say they can't find it and it is there.

BlueBella

Usually you need to show id when collecting a parcel plus they'd need to sign for it - so if RM couldn't show you a signatured then I bet they have lost it!

starrybee

Can't help you re royal mail, but I had a pack of Chocolate Chip brioche turn up yesterday - they were giving away thousands a month or so ago and I'd forgotten all about it. So if you entered that you can placate yourself that you might not have lost anything major :rotfl:

Geoff1963

Usually you need to show id when collecting a parcel plus they'd need to sign for it

Has Royal Mail provided the proof they accepted, in order to hand it over ?
Don't they take the "you were out" card off you, so how do they explain you still having it ?
How long was it between receiving the card, and trying to collect the parcel ? Was there time for someone to get to to the sorting office before you ?
Maybe they have CCTV of the person doing the collecting.

If it arrived at the sorting office ( = the card ), why does RM think the sender has anything to do with it ?

mjm3346

They are correct in that their contract is with the sender and it is up to them to put in a claim

Zanzib

But surely they have a duty of care not to hand it over to someone else without proof?

I'd certainly make an official complaint to the postmaster.

mjm3346

Zanzib wrote: »

But surely they have a duty of care not to hand it over to someone else without proof?

I'd certainly make an official complaint to the postmaster.

They should certainly have a "duty of care" but it is the sender paying for their services not the recipient and it is the sender who has to make any claim for the loss of the package (although that would be separate to any claim that the OP could make for the wasted journey).

Geoff1963

Doesn't Royal Mail create a new contract, this time with the recipient, when one of their delivery staff says : "the parcel you were expecting has arrived at our delivery office, please come and collect it or arrange re-delivery" ?
If Royal Mail is saying that the recipient collected it, the burden of proof should be on RM to at least provide the evidence for making that statement. Date and time of collection, copy of signature, proof of ID shown etc. I imagine there are some recipients with dementia, who cannot remember collecting a parcel, so RM would want some safeguards.

For me, the card is key. I was told that if you lose the card, you have to arrange re-delivery ( even if you know you'll miss it again ), to get a new card. Maybe this is a new scam, using fake cards.

Blueyez

Geoff1963 wrote: »

Doesn't Royal Mail create a new contract, this time with the recipient, when one of their delivery staff says : "the parcel you were expecting has arrived at our delivery office, please come and collect it or arrange re-delivery" ?
If Royal Mail is saying that the recipient collected it, the burden of proof should be on RM to at least provide the evidence for making that statement. Date and time of collection, copy of signature, proof of ID shown etc. I imagine there are some recipients with dementia, who cannot remember collecting a parcel, so RM would want some safeguards.

For me, the card is key. I was told that if you lose the card, you have to arrange re-delivery ( even if you know you'll miss it again ), to get a new card. Maybe this is a new scam, using fake cards.

This is currently a scam using the "sorry" cards from RM. It encourages people to call up a number and pay with a debit/credit card to have their parcel re-delivered (of course there is no actual parcel)

atarisrocks

Ive contacted the complaints department and asked for the CCTV to be reviewed to see if that leads anywhere