Special delivery guaranteed letter - returned to sender

Post by **SpacePhoenix** » 29 Jul 2018, 19:03

On items where Saturday guarantee has been paid for are guaranteed for delivery on a Saturday, otherwise they're guaranteed for delivery on Monday

NewPostieUK · Post by **NewPostieUK** » 29 Jul 2018, 19:36

I think you have the wrong end of the stick regarding 'guaranteed'. It's guaranteed delivery by 1pm (9am available also). Obviously there will be times when it can't be delivered, often with good reason.

Post by **Snaggletooth** » 30 Jul 2018, 06:52

rikka wrote:I still don't know what was wrong with it - postcode or something else. It's just a lot of websites with delivery services use "find address by postcode" feature, so it's possible to see does this address exist or not. Why it is called "guaranteed", if they don't check anything? Why did they noticed that it's wrong only in receiver's city? Oh, sorry. So upset because of -£200.

The Post Office has tried repeatedly to implement this system but it doesn't work. The problem with it (which I have explained repeatedly on here) is that the database that they are checking against does not cover all addresses, it covers front doors. It also does not cover all businesses, new properties etc. Checking against this database caused loads of delays at the counter so it was dropped, particularly as it is the sender's legal responsibility to ensure that the address is correct.

Post by **Snaggletooth** » 30 Jul 2018, 07:06

rikka wrote:Unfortunately, I have a reason to be mad right now and not recommend "guaranteed" service to anyone

Special Delivery is the most reliable service in the industry, more reliable than all the private companies. And some of those others companies refuse to carry passports. I realise that this doesn't help you now, but despite this one issue (the cause of which we don't yet know) your experience is quite unusual.

tikka wrote:...now my husband must pay £200 for a train ticket.

Has he talked to the airline? Many airlines will take other items of identity for UK internal flights. Don't expect them to bend their rules though, if it isn't specifically on the list they definitely shouldn't be allowing him on. As an example, here is Easyjet's list:

http://www.easyjet.com/en/help/boarding ... nformation" onclick="window.open(this.href);return false;

Failing that, it is just about possible that the train ticket cost can be claimed back from an insurance policy. If he is on a leisure trip, better travel insurance policies often cover for lost passports. If it is a work trip, it is worth checking business insurance policies.

rikka · Post by **rikka** » 02 Aug 2018, 10:12

Update.
Here is a photo of our undelivered letter.
My address contains my name and surname, house number, street name, city name, postcode. Everything is correct. Why it's incomplete?(
Edit: thank you for your answers and being so kind.

rikka · Post by **rikka** » 02 Aug 2018, 14:01

The sender's address is also correct. So what was the reason of returning to sender? I can't see it.

Post by **TrueBlueTerrier** » 02 Aug 2018, 14:07

From what you posted I can't see any reason why it wasn't delivered. I think you need to make an official complaint to Royal Mail. The £10.80 price is for a guaranteed delivery on Saturday that didn't happen so at the very least you should get back the postage. I would push for more because of the inconvenience, but Royal Mail will probably fight that.

Royal Mail will need an unblurred photograph so they can check all the details but I would definitely complain.

Good Luck.

Post by **SpacePhoenix** » 02 Aug 2018, 19:21

Was the address in Exeter a block of flats?

NewPostieUK · Post by **NewPostieUK** » 02 Aug 2018, 19:28

Personally, I would go to my local delivery office and get the manager to investigate. It shouldn't be too hard for him to find the person who stuck the 'Unable to Deliver' sticker on it, and get an explanation.

Then I'd put in a claim.

rikka · Post by **rikka** » 02 Aug 2018, 21:00

It's not a block of flats, but it is a terraced house splitted into our flat (top floor) and commercial property (ground floor). It says "flat" in our address. "Postcode Finder - Find an address" confirms that my sender filled it right. The biggest problem we've ever had with it is that sometimes we receive mail for that commercial property. Do you think it may be the cause? Ohhhhh I'm soooo tired of all this mess.
Anyway, we've just filled a complaint form online. Waiting for answer within 3 working days. I'd like to go to delivery office too, but unfortunately I have almost the same working hours. I'll try to go on Saturday.
Thank you for your answers and paying attention. If only all the Royal mail workers would be so caring.

rikka · Post by **rikka** » 08 Aug 2018, 23:27

In case anyone wondered - they replied that it was sender's fault, because he misplaced a comma in our address. Postal worker decided that some part of it may be missing (there are other flats on our road with similar, but longer address). Nothing was missing though. Thanks for reading. (Edit: I think it's the end of our story.)

Post by **Snaggletooth** » 09 Aug 2018, 07:54

I don’t think that is a reasonable response from RM, a misplaced comma hardly makes it unreadable. If you haven’t already, apply for a refund using a P58inland form, then when you have the answer from that take the whole thing to the postal review panel.

NewPostieUK · Post by **NewPostieUK** » 09 Aug 2018, 10:16

If the address was '5 Something Street' and it was written as '5, Something Street', the comma might well be seen as a one, hence '51 Something Street'. If the postman took it to 51 Something Street and there were flats A, B, C, D, etc he would consider it incomplete.

That might sound far-fetched but i see that kind of thing regularly.

I don't know why people put comma's in addresses, it's often confusing.

rikka · Post by **rikka** » 09 Aug 2018, 14:07

Our address is:"Flat, 5 Something road".(1)
Sender wrote:"Flat 5, Something road".
More complicated address on the same road:"Flat 5, Someone Gardens, Something road".(2)
That's why it happened. The answer to our complaint (we filled online form) said that misplaced comma is the reason.
Edit - Answer: "I can see from postcode database that there are 2 similar addresses to the address you provided (1) and (2). Based on this information the address used was incorrect and the item has correctly returned to sender due to the address being incorrect. As a result of this I will unable to provide a refund of the postage on this occasion, please accept my apologies for the inconvenience and frustration this may cause."

P13 · Post by **P13** » 09 Aug 2018, 15:10

Go to the postal review panel