Special Delivery 1pm stuck at Post Office for one week?

[them_ir]

To this point, it's also a very small / light item, like the size and weight of a birthday card, weighted 60g at PO scale. Is there a chance it got stuck in the creases of the sack when emptied at the sorting center? If that's the case what happens next?

Yes, that is possible.

You need to make a claim from Royal Mail for this item.

We made the claim a few days ago. Now we sit and wait for RM to get back to us. I'll revert and update here once the feedback is clear.

[them_ir]

It's been 10 days since I filed the claim and no communication from RM at all besides the automated acknowledgment with claim number after I filed.

Is this normal? They go full radio silence during the entire 30 days timeframe? What should I do on the 31st day if they don't reach out to me?

[TrueBlueTerrier]

What to do now (at 10 days):

• Continue waiting - you're still within the 30-day window

• Keep your claim number handy

• Make sure you have all your evidence ready (proof of posting, proof of value, tracking details)

What to do on day 31 if no response:

1. Chase it up immediately - contact Royal Mail customer service and reference your claim number

2. Escalate to their Escalated Customer Resolution Team if the initial contact doesn't help

3. Consider contacting Ofcom (the UK communications regulator) - but only after you've gone through Royal Mail's internal complaints process

4. Use the Postal Review Panel/POSTRS (Postal Redress Service) - an independent alternative dispute resolution service that Royal Mail works with