O2 recycle phone lost in the post

georgieboi1909

Hey guys,

I’m a little bit stuck with how to go forward with this:

On 27 February I posted my phone to O2 recycle using their packing provided and it was insured up to £100 and sent using their returns label. The phone was lost by Royal Mail who said I needed to contact O2 as they bought the postage and therefore I couldn’t claim directly with RM. after contacting O2 they have said it isn’t their responsibility until they receive the phone and will do nothing about it. This has been going back and forth with both palming me off to the other company involved.

My questions is what do I do? I’m a student so the £100 I should have got (value of the phone as well as insured amount) would have meant quite a lot to the state of my bank account. Trouble is I’m not even sure who to complain to as I don’t know who is actually at fault here. I was tempted to write to the CEL but again, I’m not sure which entity to direct this to.

Any help would be an extremely helpful reliever to this significant headache of a situation

Thanks,
George

Fosterdog

O2 are wrong, they paid the postage and provided the label so they are Royal Mails customer not you.

LadyDee

According to CAB either sender or receiver can make the claim.

https://www.citizensadvice.org.uk/consumer/post/claim-compensation-for-lost-damaged-or-delayed-post/

mattyprice4004

LadyDee wrote: »

According to CAB either sender or receiver can make the claim.

https://www.citizensadvice.org.uk/consumer/post/claim-compensation-for-lost-damaged-or-delayed-post/

As far as I know this only applies to over the counter services - RM have a contract with O2, so it's normally the sender that needs to file the claim.