SPECIAL DELIVERY GUARANTEED BY 1.00 PM NOT DELIVERED

cortana_1936 · Post by **cortana_1936** » 28 Jun 2016, 03:45

Would appreciate any help on this please. I sent some important documents to passport office in Durham via SD Guaranteed by 1.00pm next day. I posted via my local post office on thursday afternoon at 14:40pm and expected it to get there next day Friday. When I tracked it Friday online it still had not arrived. This is the message I can currently view when tracking:

DATE TIME STATUS TRACK POINT
27/06/2016 02:17 ON DELIVERY TYNESIDE MAIL CENTRE
27/06/2016 02:04 AT DELIVERY OFFICE TYNESIDE MAIL CENTRE
26/06/2016 22:32 ITEM COLLECTED TYNESIDE MAIL CENTRE
25/06/2016 03:06 AT DELIVERY OFFICE TYNESIDE MAIL CENTRE
25/06/2016 02:57 ARRIVED AT TYNESIDE MAIL CENTRE TYNESIDE MAIL CENTRE
23/06/2016 19:20 ON ITS WAY TO DELIVERY OFFICE CROYDON MAIL CENTRE
23/06/2016 19:14 ITEM COLLECTED CROYDON MAIL CENTRE
23/06/2016 14:40 SENT AT POST OFFICE KNIGHTS HILL SE27 0HX

Am not really sure what happened to the date of 24/06/16 when the parcel should have arrived as it seems to be missing in the above tracking details. The tracking message is also now telling me that "your item with reference no xxxxxxx is being returned to sender! It doesn't tell me why it is being returned. I am also slightly confused, as status is saying its on delivery as at 02.17 on Monday morning. The problem is I completely forgot to write my sender's details on back of envelope

So question is, do I go to my local post office and ask them to trace/find my parcel? I really don't want it going off to Belfast as it is urgent documents needed by passport office. Would the SD bag not say which post office it originated from and send it back there? urgent help please, thanks in advance

Post by **Snaggletooth** » 28 Jun 2016, 07:54

The Post Office have no part in the returns process and Royal Mail never return items there. Any enquires should be put through RM customer services on 03457 740 740.

The only explanation I can think of for that tracking is that you made a mistake copying the address onto the envelope. Durham passport office is a big operation receiving masses of mail each day, so RM will not have trouble finding it, and if the UKPO had to close temporarily then the mail is always directed to another passport office. I can only think that the address is wrong / ambiguous, and if RM can't resolve that locally then they have to return it to you. Any item which has to be returned to sender but does not bear a return address has to be sent to Belfast NRC, where they will open it and get your details from the form. I recommend that you contact RM ASAP as this is the only way to speed up the returns process.

It might still take weeks to get your package returned. You indicate that you are going away soon, so I would seriously consider starting a fresh application. If it's a renewal, I would call the Passport Agency helpline to discuss what you will need to submit: they are usually very helpful (see number in the info leaflet that comes with the form). If you need replacement UK birth / adoption / marriage certificates, these can be obtained fairly easily: ask at your local register office. In general, doing the above is likely to be quicker than waiting for the returns centre to process you previous application.

Post by **TrueBlueTerrier** » 28 Jun 2016, 12:08

As its a passport office they usually get huge amounts of recorded and special delivery, which means its delivered direct from the Mail Centre. Because of this sometimes strange tracking incidents seem to happen, or sometimes it looks as though it hasn't been delivered. 99% of cases it has so I wouldn't be too concerned yet.

The tracking makes no mention of being returned, can you post the tracking number or all of the updates, it may help us decipher what's happened

cortana_1936 · Post by **cortana_1936** » 28 Jun 2016, 12:35

TrueBlueTerrier wrote:As its a passport office they usually get huge amounts of recorded and special delivery, which means its delivered direct from the Mail Centre. Because of this sometimes strange tracking incidents seem to happen, or sometimes it looks as though it hasn't been delivered. 99% of cases it has so I wouldn't be too concerned yet.

The tracking makes no mention of being returned, can you post the tracking number or all of the updates, it may help us decipher what's happened

Oh thanks for that information.. tracking no is AE321714155GB. As at 12:28 today, when I click on the "where has my item been" section the exact tracking description I previously posted remains the same with the latest entry saying
27/06/16 02:17 ON DELIVERY TYNESIDE MAIL CENTRE

cortana_1936 · Post by **cortana_1936** » 28 Jun 2016, 12:43

Snaggletooth wrote:The Post Office have no part in the returns process and Royal Mail never return items there. Any enquires should be put through RM customer services on 03457 740 740.

The only explanation I can think of for that tracking is that you made a mistake copying the address onto the envelope. Durham passport office is a big operation receiving masses of mail each day, so RM will not have trouble finding it, and if the UKPO had to close temporarily then the mail is always directed to another passport office. I can only think that the address is wrong / ambiguous, and if RM can't resolve that locally then they have to return it to you. Any item which has to be returned to sender but does not bear a return address has to be sent to Belfast NRC, where they will open it and get your details from the form. I recommend that you contact RM ASAP as this is the only way to speed up the returns process.

It might still take weeks to get your package returned. You indicate that you are going away soon, so I would seriously consider starting a fresh application. If it's a renewal, I would call the Passport Agency helpline to discuss what you will need to submit: they are usually very helpful (see number in the info leaflet that comes with the form). If you need replacement UK birth / adoption / marriage certificates, these can be obtained fairly easily: ask at your local register office. In general, doing the above is likely to be quicker than waiting for the returns centre to process you previous application.

Many thanks for your urgent response. Luckily for me, I am not travelling soon I was in the process of applying for my niece's passport. As you've mentioned Durham PO is a big place, so not sure what could have happened. I could have written the address incorrectly (but I rarely make mistakes)

Tell me something when we hand our parcel through to person behind post office counter does my envelope go into that SD guaranteed silver bag? Or is it sent in my original envelope? Think I may just have to play the long waiting game for it to arrive back to me:(( Will see if it eventually arrives, as per TrueBlue's message) thanks again

Post by **Snaggletooth** » 28 Jun 2016, 13:46

All mail is sent in the original envelope, staff are forbidden from repackaging it. There is a silver Special Delivery polylope behind the counter at many Post Offices, this is for passports sent via the Post Office's Check & Send service, where sending the application is part of the service.

Post by **TrueBlueTerrier** » 28 Jun 2016, 15:43

Sorry to ask the obvious but have you been in touch with RM directly. The tracking point updates don't match with what I would expect for a Return to Sender. Also when you report it give them a full description, they should be able to match it and return the passport a bit quicker.

cortana_1936 · Post by **cortana_1936** » 28 Jun 2016, 16:19

TrueBlueTerrier wrote:Sorry to ask the obvious but have you been in touch with RM directly. The tracking point updates don't match with what I would expect for a Return to Sender. Also when you report it give them a full description, they should be able to match it and return the passport a bit quicker.

I have just spoken with RM directly giving them the exact tracking details description as suggested and he was saying it went to Durham delivery and then came back. He said more or less what you said that it could have been delivered but the tracking details have not been fully updated. Of course I explained I was concerned that my parcel could end up in Belfast, but he reassured me that this would not be the case and they would try and track it down for me. He suggested checking tracking details online again tomorrow and if nothing had changed, to call them again and they would take it from there. I can't wait to find out reasons for non delivery (probably my fault) but it clearly has on envelope HMPO Durham with remaining full address.. even if I left off postcode wouldn't they attempt the delivery... here's hoping.. thanks again for your urgent response much appreciated

cortana_1936 · Post by **cortana_1936** » 28 Jun 2016, 16:20

Snaggletooth wrote:All mail is sent in the original envelope, staff are forbidden from repackaging it. There is a silver Special Delivery polylope behind the counter at many Post Offices, this is for passports sent via the Post Office's Check & Send service, where sending the application is part of the service.

many thanks for explanation

cortana_1936 · Post by **cortana_1936** » 02 Jul 2016, 02:08

A bit of an update to the whereabouts of my SPECIAL DELIVERY parcel. As advised, I contacted Royal Mail Customer Services on Tuesday 28th June to find out the whereabouts of my package. I was told that I should wait until Wednesday 29th and if the tracking details were still the same to call back. I called back on the Wednesday and was told that someone would investigate and get back to me on Thursday morning which they did. The person who called on Thursday 30th apologised for the parcel not being delivered as guaranteed the next day which was suppose to be on Friday 24th June. He said they tried to deliver it on the Saturday, but that Durham PO doesnt accept delivery that day, so it was held over for the Monday. He believed (like TrueBlueTerrier) that the parcel was probably delivered on Monday 27th June, but the tracking details had not been updated. I can today confirm that the parcel was indeed delivered (which day I don't know) as the passport office has debited my account with the passport fee. What was indeed misleading was the online tracking details showing me that the parcel was being returned to sender and I panicked as I couldn't remember if I had written on the envelope my sender address.
Customer services is sending me a cheque for the SD fee as parcel wasn't delivered on time.
Thanks once again for your urgent help with this matter

Regards