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lost recorded delivery item
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For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
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phoneguru
- Posts: 7
- Joined: 11 Mar 2015, 12:56
- Gender: Male
lost recorded delivery item
we sent a recorded delivery item to a customer . the customer had not given us all of his address . and it was not delivered . it was advised on the tracking details it was going back to the main depot in shrewsbury . we also had our return address on the reverse side . when the item was not returned we contacted royal mail via email and explained the situation gave them the tracking number and the main depot it had been returned to . we were told it would be returned to us . we did write also to the main depot the same day just to clarify the situation . heard nothing back .. in the meantime after 15 days we were told to make a claim . ! as the item was lost !.. we tried to track the item this time it showed being tried to be delivered to an address in swansea on the 5th dec .. again contacted royal mail gave them the tracking number and asked why it was in swansea ! .. today we had a letter rejecting the claim as the incorrect address was given on the parcel.. surlley if our name and address were on the back of the parcel it should have been returned to us .. also contacting the royal mail directly via telephone after the customer said the item wasnt delivered why didnt customer services contact the shrewsbury depot and explain the situation !!!. this farce has been going on since last nov and still they cant seem to get the facts that it wasnt returned to us .. why !!!
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Snaggletooth
- EX POST OFFICE
- Posts: 2226
- Joined: 13 Sep 2011, 20:17
- Gender: Male
lost recorded delivery item
There are quite a few issues here, and it helps to separate them out. That way you are more likely to be successful in getting answers etc.
For most items, you could claim for late delivery. That won't be possible in your case, because the item was incorrectly addressed. However, don't let RM fob you off with this...
You imply that the parcel was eventually delivered to a third address which wasn't your address or the addressee's (clarification please?). If that's what happened then RM breeched the law in this respect and I would attempt to reclaim the value of the phone / £50 (whichever is higher) by (re)submitting a claim. The crucial thing here is that you include the proof of posting or posting docket to prove where the item was addressed to. If you have done all of the above, ask RM for their appeal process, follow that, and take it up to the regulator if you need to.
You made a point about customer services calling the mail centre / DO to correct the destination address. Please note that to do that is basically illegal so they were never really going to do it, it's the sort of thing they say to fob off persistent customers. Same with you sending letters about it. I would drop this from your complaint as you can't get anywhere with it. Stick with the bit in the previous paragraph.
For most items, you could claim for late delivery. That won't be possible in your case, because the item was incorrectly addressed. However, don't let RM fob you off with this...
You imply that the parcel was eventually delivered to a third address which wasn't your address or the addressee's (clarification please?). If that's what happened then RM breeched the law in this respect and I would attempt to reclaim the value of the phone / £50 (whichever is higher) by (re)submitting a claim. The crucial thing here is that you include the proof of posting or posting docket to prove where the item was addressed to. If you have done all of the above, ask RM for their appeal process, follow that, and take it up to the regulator if you need to.
You made a point about customer services calling the mail centre / DO to correct the destination address. Please note that to do that is basically illegal so they were never really going to do it, it's the sort of thing they say to fob off persistent customers. Same with you sending letters about it. I would drop this from your complaint as you can't get anywhere with it. Stick with the bit in the previous paragraph.
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Snaggletooth
- EX POST OFFICE
- Posts: 2226
- Joined: 13 Sep 2011, 20:17
- Gender: Male
lost recorded delivery item
One other thing I should have said is that sometimes, when a parcel has an unclear address, RM staff look at the address database and attempt to send it to somewhere they think is correct. That's probably how it ended up in Swansea. But that doesn't excuse them from losing it.