Parcel Force Compensation Claim

ceefax

I recently made a claim to Parcel force for a damage incurred returning a product. When I applied on the website it said I was too late to make a claim as 14 days had elapsed.  The website claims conditions of carriage to be 30 days for all UK services. I was chatting to a member of staff there on live chat and he was adamant it was 14 days. So I asked for him to show me proof of this which he couldn't. After a lengthy back and forth he said yes it was 30days, reopened the claim and passed it over to the compensation team. I have now received an email stating that after reviewing the claim it could not be accepted because it was made after 14days. 

Has anyone else had any experience of this? What are my rights  -  the public version of there conditions of carriage appear to be different as to how they operate internally.
In the initial email sent back to me it even stated:

Parcel sent 4th January
Claim made 24th January

Why we couldn't approve your claim

Our records show that you did not contact us in time for an eligible claim outlined in our terms and conditions:

14. Claims for compensation and refunds

14.1 All claims for compensation for loss or damage and refunds for delay must be made on a fully completed Parcelforce Worldwide claim form which must be received by Parcelforce Worldwide within the following timescales measured from the date of Despatch:

30 days for all UK services

15 days for globalexpress

30 days for irelandexpress and globalpriority

120 days for globalvalue and BFPO Worldwide

Am I going insane?

Thanks for any advice.

theonlywayisup

It doesn't look like you are going insane!  Where were you sending the parcel, could it fall under the Global Express service?ceefax said:

I recently made a claim to Parcel force for a damage incurred returning a product. When I applied on the website it said I was too late to make a claim as 14 days had elapsed.  The website claims conditions of carriage to be 30 days for all UK services. I was chatting to a member of staff there on live chat and he was adamant it was 14 days. So I asked for him to show me proof of this which he couldn't. After a lengthy back and forth he said yes it was 30days, reopened the claim and passed it over to the compensation team. I have now received an email stating that after reviewing the claim it could not be accepted because it was made after 14days. 

Has anyone else had any experience of this? What are my rights  -  the public version of there conditions of carriage appear to be different as to how they operate internally.
In the initial email sent back to me it even stated:

Parcel sent 4th January
Claim made 24th January

Why we couldn't approve your claim

Our records show that you did not contact us in time for an eligible claim outlined in our terms and conditions:

14. Claims for compensation and refunds

14.1 All claims for compensation for loss or damage and refunds for delay must be made on a fully completed Parcelforce Worldwide claim form which must be received by Parcelforce Worldwide within the following timescales measured from the date of Despatch:

30 days for all UK services

15 days for globalexpress

30 days for irelandexpress and globalpriority

120 days for globalvalue and BFPO Worldwide

Am I going insane?

Thanks for any advice.

Sorry for having to quote but I keep getting weird warnings when trying to reply without quoting - this thread only.

ceefax

no it was to leeds :-)