Royal Mail delivers a £2.99 bill by return

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* Steve Playle
* The Guardian, Wednesday 30 December 2009

I posted a package by recorded delivery but Royal Mail returned it early before the recipient could collect it; now they are refusing to offer a refund

I sent a book to Nottingham by recorded delivery. My friend was out at the time of delivery and a card was left instructing him to go to the sorting office. He went the next day only to be told he was too early, so he went back the day after. He was then told the package had been returned to sender and I had to pay another £2.99 to send it back again. Royal Mail does not deny what happened, but absolutely refuses a refund. RB, Walthamstow

Royal Mail told you it "completely understands your annoyance" but said it did not pay compensation for failures to an ancillary service such as "recorded delivery". That isn't good enough and I cannot imagine why the package was sent back so quickly. Royal Mail admits it was at fault and that it should have held on to the package for seven days before returning it. It has apologised, refunded £2.99 and made a goodwill payment of £20.

Steve Playle is team leader at Surrey Trading Standards Service.