DPD lost parcel

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My mother sent an international parcel out just before Christmas. It was Christmas presents for relatives abroad. The parcel was lost somewhere in the system and didn't reach the destination. Since January my mother has tried to claim compensation or at least get the parcel forwarded to the correct place. She's had a series of mails through different departments, from DPD exports to DPD gold. No one hs been able to resolve this.
She's ill at the moment so I'm trying to help out. I've been through the online chat system and through the telephone syetem for dpd. No one has been able to help me at all. In fact I'd say their conduct has been less than professinal. One Customer service agent eventually gave me an e-mail address to use - [EMAIL="claims@dpdlocal-online.co.uk"]claims@dpdlocal-online.co.uk[/EMAIL] and to copy in [FONT=&quot][EMAIL="Documents@dpdlocal-online.co.uk"]Documents@dpdlocal-online.co.uk[/EMAIL]. I've sent documentation to them including proof of purchase for all of the items on the delivery. The only response that I've has id to tell me to send the documents to the second address, which I'd already done anyway.[/FONT]


No responsed to subsequent mails


The online help team are refusing to speak to me as it wasn't me who placed the order even though I've explained that my mother is too ill to do it. I don't pass their GDPR test. The reason for this is I don't know how much she paid for the delivery. She doesn't either as the transaction was 5 months ago.


I've been told that it's dpd local online who I have to deal with as this is who the order was placed. Even though there has been a large amount of correspondence with other parts of the company.


They have flatley refused to give me a telephone number to speak to anyone and ony just gave me a physical address after much prompting.


What are my options for progressing this complaint?

DCFC79

Did she pay by card for the delivery ?

photome

they cant forward it if they have lost it.


what compensation are you looking for and what are their terms relating to lost parcels.

soolin

Firstly DPD are correct in saying they can only deal with your mother, if they did otherwise they would be in breach of data protection at the very least.

I sometimes find that even if someone is unwell if you can at least get someone on the phone to talk to that person they will accept verbal instructions to allow a third party to deal with it. My husband is partly deaf and I often have to do this with call centres.

Your bigger problem though is the time frame, DPD are very strict- so go back and check exactly when the parcel was sent and when it was first reported officially missing and a claim started:

https://www.dpd.co.uk/content/my_dpd/help.jsp

Following loss or damage to a consignment, you may wish to make a claim for the value of the goods. Details of transit liability can be found in the UK tariff.

The claim must be logged within 14 days of the date of dispatch and a formal claim must be made within 28 days.

If you have not received a claim form, please contact Customer Services on 0121 275 0500. They will issue a registered claim form and a reference number, specific to the consignment affected.

For any existing claims, please contact the Claims Department on 01179 105009.