DPD lost parcel, they won't pay, neither will insurance. Advice needed.

Cmscott

Hello all,

First time posting but require advice if possible.

As a Sole trader, I sent a parcel to EU via DPD classic last month. It's been lost in transit and DPD have closed the case and offered me £8.78 in compensation. The item value was declared at £2000.
I made a claim via my business insurance for the value required, this has been rejected due to t&cs noting claims must be lost within UK not EU.

I'm now landed with a huge bill to refund my customer

I feel DPD's t&cs are extremely misleading as they state should the item be lost in transit the service provider is liable and full value declared will be paid out.

I involved the CEO, which subsequently ignored my emails and I only dealt with my local depot who have closed the case.

Any suggestions on what or if I can do any further to appeal the decision would be greatly appreciated.

pramsay13

Why have they offered £8.78 if the declared value was £2000?
You say their t&cs are misleading so what do they actually say?

[Deleted User]

Cmscott wrote: »

I made a claim via my business insurance for the value required, this has been rejected due to t&cs noting claims must be lost within UK not EU.

Seems pretty clear cut to me. You didn't have sufficient business insurance cover to ship abroad and will now have to bear the full cost of replacement or refund yourself.
"Involving the CEO" generally only works if you have been treated unfairly..

Next time hopefully you'll know better..

How are DPD's t&cs "misleading"?

arcon5

Sounds like op did insure the full value but only offered a refund of postage as their compensation scheme covers loss and damage in the UK leg and not the EU leg.

Sounds very unfair to me. Problem is though it's a business transaction so you usually have lessor rights anyway and bound mostly by the terms of the contract.

dj1471

The T&Cs don't exclude compensation for loss outside of the UK so far as I can see.

You missed out the most important detail: why, exactly, have they refused to cover the full declared value? Excluded item perhaps?

sheramber

arcon5 wrote: »

Sounds like op did insure the full value but only offered a refund of postage as their compensation scheme covers loss and damage in the UK leg and not the EU leg.

Sounds very unfair to me. Problem is though it's a business transaction so you usually have lessor rights anyway and bound mostly by the terms of the contract.

The restriction of cover to the UK was by the OP's business insurance.

arcon5

Ah fair enough.

So I'm guessing I'm not the only one now thinking it was sent underinsured..