Is there any point/hope doing a small claim against inpost.co.uk if they won't even read it?

bigflabbylady

A_Geordie said:

The easiest way to get around this is to write to their head office or registered business address, typically you can find that address in the terms and conditions or in the privacy policy on their website (took me all but 5 seconds to click on InPost's Terms of Service and at the top lists out their registered address). Snail mail is a pain the backside but there's always at least this method of communication available, unless you're dealing with a dodgy trader.

Ectophile said:

If it does come to making a small claim, make sure you use the correct company name and registered address as given on the Companies House website.

If you need to send a legal document, then send it first class.  It is assumed to have arrived one clear working day later unless they can prove it didn't.  Get proof of posting from the Post Office.

I didn't consider using their registered company address to contact them directly.

When you look at the website, with all the gleeful images of young adults, barely in their 20s, it is clearly marketed for that audience and I bet they do not expect their target user base to have the gumption to follow through with these steps outlined here.

These companies can seem monolithic but as you both note, there must be someone behind the mask somewhere.

If they offer compensation as part of the contract are they in breach of contract, and thus grounds for a claim, and legal proceedings, by not honouring it?

bigflabbylady

As the natural follow up question to the above, when should I be seeing it as time to make the claims process?

Looking at the emails I bought the postage on 28/10/25 and made the first contact with their support about an issue on 31/10/25. There are about 20 other 'ai slop' replies from them in response between then and today's date.

The response I got above seems perhaps like it might be a real one as it is a change from the previous script.

A_Geordie

When to start the letter before action and then legal proceedings is ultimately down to you, but you will get mixed views on the forum as to when that should happen. I personally take a stricter view and give them one opportunity but if there's no engagement, denial or lack of progress, I'll move quickly to letter before action (LBA) and then issuing a claim. Given your timelines, there's no reason why you cannot send the LBA, though I would send it post and address for the attention of the legal department.

Do you have in mind what sort of remedy you're looking for? Gift cards themselves seem to be a bit of a black hole when it comes to consumer rights as I don't believe the Consumer Rights Act clarifies the status of the gift card itself, as being an actual good or a service or something else. If it is treated as a good, you're entitled to a refund of the value of that good but if it's a service, then your refund is limited to the cost of price paid for the service, up to 100%. 

However, you are also able to make a claim under the Torts (Interference with Goods) Act 1977 which entitles you to pursue InPost for failing to deliver the gift voucher due to negligence and then be able to claim the £40 value that way. Ideally your primary claim would be breach of contract for losing the gift card and treating it as a good with the alternative claim being made by negligence under the Torts (Interference with Goods) Act 1977. 

FYI a 'tort' is a civil wrong that entitles you to a remedy regardless of whether you have a contract or not with the third party. Feel free to post up a draft of your LBA for feedback if you like. 

bigflabbylady said:

If they offer compensation as part of the contract are they in breach of contract, and thus grounds for a claim, and legal proceedings, by not honouring it?

I don't understand this question, can you clarify it.