Post Office compensation for lost First Class Signed for Letter.

MrsCoppertop

On Friday 23rd May 2025 I used my local Post Office to post a time sensitive letter to include 6 colour photocopy attachments.

I elected to post the letter by Royal Mail First Class Signed For at a cost of £3.60. I checked the Post Office Track and Trace website a couple of days later using the reference number detailed on the certificate of posting receipt I obtained at time of purchase but the webpage was telling me "We`ve got it".

As it was Bank Holiday Weekend I left it another two days before checking progress but again the Post Office Track and Trace webpage was still displaying "We`ve got it". No further delivery details were available.

I made an online claim after 10 days and requested a compensation figure of £20 which was the maximum allowed. I declared it was a time sensitive letter with 6 colour photocopy attachments.

I have received an email this evening from a Royal Mail donotreply email account stating :-

"Having reviewed the evidence submitted, I can see we’ve let you down on this occasion and I apologise for that. I will shortly be sending you a Stamps 1st x 8 as payment for this service failure. If you requested a higher amount, I’m sorry, this is the maximum I can offer in line with the conditions of the product used."

I don`t particularly want the stamps I would prefer the £20 I claimed for.

Anyone else had similar issues? Can I refuse the stamps and claim the £20 I originally requested? This none delivery has caused me considerable inconvenience.

Many thanks in advance.

Ms_Chocaholic

Unsure about the stamp situation but if it was time sensitive then the better option would have been to use Special Delivery which guarantees delivery rather than Signed For.

Spoonie_Turtle

Per their terms, an item without intrinsic value will be refunded the cost of postage / minimum 6x1st class stamps.

Item has no intrinsic value

Postage refund (minimum 6 x 1st class letter stamps)

https://www.royalmail.com/retail-compensation-policy-loss#Compensation Payments for loss

I don't know that you could claim for anything further even if the colour printing/photocopying cost you more than £13.60-£3.90 (the value of the stamps minus the cost of postage), since letters aren't classed as having intrinsic value.

MrsCoppertop

Ms_Chocaholic said:

Unsure about the stamp situation but if it was time sensitive then the better option would have been to use Special Delivery which guarantees delivery rather than Signed For.

Many thanks for your reply.........yes lesson learnt........next time Special Delivery.

MrsCoppertop

Many thanks Spoonie_Turtle for your reply, seems stamps might be the standard Royal Mail payout although I would have thought the object of claiming monetary compensation would be the customers choice. Anyway, as my reply to Ms_Chocaholic........lesson learnt.

soolin

MrsCoppertop said:

Ms_Chocaholic said:

Unsure about the stamp situation but if it was time sensitive then the better option would have been to use Special Delivery which guarantees delivery rather than Signed For.

Many thanks for your reply.........yes lesson learnt........next time Special Delivery.

Even with special delivery you wouldn’t have been compensated generally for loss just because something was important. RM compensate for monetary loss only, to get compensation for sensitive items you need totake the extra insurance offered by SD.

I’m struggling as there’s a word special delivery use for that extra compensation for something that has sentimental or value associated with on costs (like losing a passport) but my mind has gone completely blank! 

martindow

soolin said:

MrsCoppertop said:

Ms_Chocaholic said:

Unsure about the stamp situation but if it was time sensitive then the better option would have been to use Special Delivery which guarantees delivery rather than Signed For.

Many thanks for your reply.........yes lesson learnt........next time Special Delivery.

Even with special delivery you wouldn’t have been compensated generally for loss just because something was important. RM compensate for monetary loss only, to get compensation for sensitive items you need totake the extra insurance offered by SD.

I’m struggling as there’s a word special delivery use for that extra compensation for something that has sentimental or value associated with on costs (like losing a passport) but my mind has gone completely blank! 

Consequential loss can be added for an extra fee.

This is from RM's site on this page https://www.royalmail.com/sending/uk/special-delivery-guaranteed-1pm

Consequential loss cover

Sometimes the damage, delay or loss of an item can lead to greater loss than the actual value of the item itself. For such items you can buy our consequential loss cover of up to £10,000. This cover could be a wise choice for important legal documents or tax returns that may result in penalties if lost or not delivered on time. Just ask for consequential loss when you send your item by Special Delivery Guaranteed™. Make your claims through our Customer Services within 14 days of posting. You will need to provide the receipt for purchase as well as proof of the value of the indirect loss in order to make a claim.