Parcelforce lost parcel - lost receipt but I paid with bank card

jones5141251

I posted a parcel for £109.50 using a service that has £100 insurance on it. When I posted it they never asked me the value of the items or told me how much it was automatically insured for, and it was over £1000 worth of stuff.

I have many hours of recorded phone conversations with them promising to look into it and to get back to me (they never did despite promising dozens of times), putting the phone down on me when I speak to their German partners (my parcel went through Germany) because they don't speak English, and even the delivery company in the destination country claiming my parcel was on their delivery van before changing their mind and claiming they never had it

They have done an investigation and confirmed that the parcel is lost. I lost the receipt but shortly after sending the parcel I emailed them telling them the date of postage, how much I paid, the post office I sent it from, the recipient address and they were able to give me the tracking number for the parcel.

Now I paid with my bank account, and I sent them a copy of my bank statement showing them I paid, but their claims department just ignore my bank statement and keep requesting the post office receipt. I know that their records can link the bank transaction to my parcel, so what are my options here? I don't want to let them save themselves some money by keeping my postage and insurance of £209.50 due to a lack of post office receipt when their records can definitely link the bank account transaction to my lost parcel when I'm already out of pocket £1000+ and they have wasted dozens of hours of my time when I was chasing them to investigate.

boo_star

There is no legal right to compensation for lost packages. As such you are wholly beholden to the carriers T&C's which in this case stipulate valid "Proof of Postage" as a requirement.

It's unfortunate but that's the way it is.

unforeseen

Your bank statement only links to a transaction at the post office. A receipt will be needed with the consignment number to positively link it at transaction to your parcel.

Don't forget that the Post Office and Parcel force are 2 separate entities and it is the receipt that provides the audit trail between the service you bought at the PO and your parcel that they received

soolin

As above proof of money paid to Post office counters is not the same as a Royal Mail proof of postage receipt for compensation. The Receipt shows more than just money paid, it shows the tracking details and part of the address, unfortunately without that you are unlikely to succeed with any claim.