Parcelforce compensation

CatW1

I have had an issue with Parcelforce not keeping to their 5 day delivery promise to deliver to Portugal- they have refunded me the difference between the 5 day delivery  and the standard delivery  - I paid £75 and got just over £11 back -but the doesn't resolve a parcel going missing for 3 months, then eventually being returned to me.  They are still claiming to do 5 day delivery.  I want to complain that they mis-sold me the service because I would have used an alternative carrier if I had know how poor their serve was.  They have no facility to complain about this and have now dismissed me completely so I want to take this further - will an ombudsman take this further for me?

Aylesbury_Duck

What outcome are you after?

CatW1

I suppose at least an acknowledgement that they mis sold, my basic payment back and for them to change their website to reflect what they really offer.

sheramber

Did you send at the beginning of the  year when there was chaos at the docks and lorries   delayed for weeks?
Did you complete a customs slip on the parcel?
Both/either of these could have caused the delay at that time   but things are moving again.

molerat

Why did the parcel get returned ?

Gavin83

CatW1 said:

I suppose at least an acknowledgement that they mis sold, my basic payment back and for them to change their website to reflect what they really offer.

You might get your money back depending on why the issue occurred. However it wasn’t mis sold and they certainly won’t be changing their website as they (presumably) still offer that service.

Why did it get returned?

IvanOpinion

I am guessing that there may be a 'best endeavours' clause in the T&C and maybe they manage to deliver 99% within the timescale but sometimes things just go wrong.  There are a lot of issues in supply chains at the minute.

CatW1

I sent the parcel in November - so no Brexit issues.  It was still in the UK after 5 days and was over 2 weeks late for the first attempted delivery, by which time the recipient was in Denmark and she had been to the courier office 3 times by then. Then it went missing, then they said it had been delivered, which it hadn't then it was missing again, then they said it was being returned, but then reported it was out for delivery, this was repeated several times.  At the end of December they said it was back in the UK-  finally it was returned to me at the end of January. I have several emails telling me the case has been resolved when their tracking still said the parcel was missing.

JJ_Egan

As you are asking for compensation .

Quantify your losses .

sheramber

Appeals against decisions on claims settlements must be made within 30 days of receipt of the claim settlement letter, in writing, to the address shown on the claim settlement letter.   
https://www.parcelforce.com/sites/default/files/UK & International services and prices_effective 01 Jan 2021_English.pdf