Royal Mail - currently problems handling complaints / claims

Krok414

Just for info in case others are waiting on a claim:

On 18th Feb 2025 I raised a claim for an item lost by Royal Mail. Something sold on ebay, sent by RM Tracked 48 - quite a lengthy process collecting all the required evidence including images and entering it all into the RM online system.

Still no response from RM except an email "We're just letting you know we're continuing to investigate your query xxx and we'll get back in touch with you as soon as we have an answer for you."

From the evidence, it appears an open-and-shut case, RM say to allow 30 days for a resolution.
So today I 'phoned them for an update (on hold for 40 minutes) and was told they have a new claims system and there is a delay in processing claims and I just have to wait! But I could try 'phoning in another couple of weeks for an update!

soolin

Krok414 said:

Just for info in case others are waiting on a claim:

On 18th Feb 2025 I raised a claim for an item lost by Royal Mail. Something sold on ebay, sent by RM Tracked 48 - quite a lengthy process collecting all the required evidence including images and entering it all into the RM online system.

Still no response from RM except an email "We're just letting you know we're continuing to investigate your query xxx and we'll get back in touch with you as soon as we have an answer for you."

From the evidence, it appears an open-and-shut case, RM say to allow 30 days for a resolution.
So today I 'phoned them for an update (on hold for 40 minutes) and was told they have a new claims system and there is a delay in processing claims and I just have to wait! But I could try 'phoning in another couple of weeks for an update!

Thank you, not just me then.

I get very few lost items, but previously I would claim online and in most cases get a cheque in a week or so. I have had one this year, had to keep following it up and chasing for it and it finally took about 5 weeks- I paid the cheque into my bank the  week before last.

Incidentally I  do wonder why they are still issuing cheques and not just asking for bank details.

SimonFF

Did you actually call them? A agent over the phone literally told me they don't act on complaints until you ring them.

soolin

SimonFF said:

Did you actually call them? A agent over the phone literally told me they don't act on complaints until you ring them.

I phoned them only after I failed to get much in the way of a response from my initial claim, nor to any of the follow up 'complaints' I made. However, I couldn't get through for ages, eventually I sat on the phone and got through in about 15 minutes.

dinosaur66

i had item lost which i had an original receipt for and refunded buyer and opened a royal mail claim for feb 24th

now 46 days and nothing back from royal mail

i never used to bother as all they ever normally  give me was some stamps which is not worth the process and time to claim for .

in 2001 when i first joined ebay it used to be very quick i forget the timescale but it was within 14 days from memory at most for a refund and just post office receipt was required / and proof of item on ebay was refunded .

savergrant

Oddly enough I had an item not received claim yesterday, put in a claim and got an email within 24 hours to say stamps on the way. Of course how long it takes stamps to arrive is another matter....

RedImp_2

savergrant said:

Oddly enough I had an item not received claim yesterday, put in a claim and got an email within 24 hours to say stamps on the way. Of course how long it takes stamps to arrive is another matter....

Trouble is now you have to find something to use stamps on

superbigal

RedImp_2 said:

savergrant said:

Oddly enough I had an item not received claim yesterday, put in a claim and got an email within 24 hours to say stamps on the way. Of course how long it takes stamps to arrive is another matter....

Trouble is now you have to find something to use stamps on

Posting things