Royal Mail and Parcel force - item not delivered

gggh

https://forums.moneysavingexpert.com/discussion/comment/81897592#Comment_81897592

You can say it’s not a scam and there is high volume of packages going through, but a 23kg package sent through special delivery with tracking, going missing without a trace is surprising. There should be scan history showing location at each point.

Okell

Your friend who sent you the parcel needs to take this up. He bought the service and he needs to complain about it.

Did the method of postage/delivery he bought include sufficient insurance cover/compensation to cover the value of the parcel contents if the parcel was lost?

Royal Mail's retail compensation policy for loss│ Royal Mail Group Ltd

gggh

A friend in London assisted to post it through Royal Mail to me using one day special delivery.

The processing was done by the Royal Mail staff at the post office.

molerat

There is no such thing as a "Royal Mail Post Office", there are Post Offices and Royal Mail parcel shops, two entirely different companies and concepts. ParcelForce and Royal Mail are again different organisations although owned by the same parent and use some interlinked services. What service was used ? If sent using one of the PF standard services it carries compensation of £150, certain items being excluded, unless additional insurance was purchased. You now need to submit a claim. https://www.parcelforce.com/help-and-advice/sending/making-a-claim

gggh

https://forums.moneysavingexpert.com/discussion/comment/81897868#Comment_81897868

My friend went to the Royal Mail post office to raise the complain and the manager said they cannot do anything as the package has left their office. Stating that it is not their concern, and my friend should go take it up with parcel force.

gggh

https://forums.moneysavingexpert.com/discussion/comment/81897872#Comment_81897872

it was sent through Royal Mail special delivery.

savergrant

https://forums.moneysavingexpert.com/discussion/comment/81897874#Comment_81897874

There are post offices and there are, now, some royal mail parcel shops. Post offices deal with a number of couriers (and also official business like dvla), AFAIK royal mail parcel shops only deal with royal mail. Royal mail does not have staff in post offices.

23kg is over the maximum for special delivery.

savergrant

Parcelforce services are listed here;

https://www.parcelforce.com/sending-parcel/parcel-delivery

gggh

https://forums.moneysavingexpert.com/discussion/comment/81897887#Comment_81897887

That is why they said the package was handed over to parcel force

savergrant

You paid for the package to be sent from abroad to London? Someone then received it on your behalf and forwarded it to Birmingham? Who arranged and paid for the postage and how?

It is important to clarify whether the service was royal mail or parcelforce as you will need to claim correctly. To do so you will need a proof of posting (a till receipt showing the delivery address or an email confirmation). It is possible that the weight of the parcel has caused it to be rejected, do you know the dimensions of the packaging?