RM sent my parcel to Post Office who signed for it, but deny they have it

[furi]

Can anyone tell me who is liable and whom should I pursue in the following situation:

I arranged for a missed parcel delivery to be sent to a local post office. RM tried to deliver a couple of times before, and it sat at Mount Pleasant before I called customer services, and they arranged to send the parcel to a local post office. I sent the parcel originally by recorded 1st class, it was refused by the recipient (they moved) and returned to me, but I was not home so it sat at mount pleasant, until I got them to send it to a local post office.

The local post office received the parcel, I am told who signed for it and what time, so I know they received it. But the feckless manager at the post office claims he did not, and is not interested in investigating.

How would you handle this situation, where RM and PO dont want to take ownership of the problem, yet both are involved. Whom should I pursue? Who is liable? Who can I complain to, I've tried emailing them, tried resolver, but its just a dead end.

How can a post office retain a parcel in this way, it is not lost, I know where it is, the post office just wont acknowledge it. Is there a template letter somewhere I can refer to, which consumer laws cover this situation?

I am in dire circumstances because the item was an expensive disability aid which I do not even own, the claims process is pointless for me since it would not cover even the postage costs. I am at my wits end, any help is appreciated.

(my apologies if this is the wrong forum to post in)

[Snaggletooth]

If your tracking definitely shows receipt at a Post Office then complain to PO customer services on 08457 48 49 50.

I doubt that you will find a proforma letter for such an unusual situation.

[furi]

EDIT: Thats National Rail enquiry number, I suppose you are a joker?


Thanks I appreciate that. All of the public numbers don't get you through to an agent, and they even redirect to RM when you call the PO.

The problem seems to be: RM use a tracking system (horizon) which shows different data from the post office, do you know anything about this? RM have the signature, and GPS tracking data, but all PO have is that the parcel was delivered from Mount Pleasant to its "final destination" - which is a local post office branch, but because it was arranged by phone (special case) the PO system only has incomplete tracking, RM has all the data.

RM do get back, but PO are impossible to speak to except by email through "resolver", do you know who regulates complaints to the post office, I mean do they have something like POSTRS, how do I elevate my complaint?

Thank you for your help!

[Snaggletooth]

The problem seems to be: RM use a tracking system (horizon) which shows different data from the post office, do you know anything about this? RM have the signature, and GPS tracking data, but all PO have is that the parcel was delivered from Mount Pleasant to its "final destination" - which is a local post office branch, but because it was arranged by phone (special case) the PO system only has incomplete tracking, RM has all the data.

No, Horizon is the Post Office's till system. The PO don't have a tracking system for parcels because they aren't a parcel carrier: if they are giving you tracking information, it is from RM's system.

Horizon supplies some of the data that RM's tracking system works off. So when the branch receives a Local Collect item (something that a customer has requested sending to a PO for collection), the PO scans the item into Horizon and that data should flow through to Royal Mail. There is, IIRC, a function on Horizon that can check if a parcel with a particular reference number is in that branch - but if the parcel is somewhere else, such as a different PO branch, Horizon will just state that the parcel is unknown.

The obvious problem here is that the parcel might not be at the branch you specified. Did you ask for it to go to a PO in the EC or WC postcode areas?

All of the public numbers don't get you through to an agent, and they even redirect to RM when you call the PO... RM do get back, but PO are impossible to speak to except by email through "resolver", do you know who regulates complaints to the post office, I mean do they have something like POSTRS, how do I elevate my complaint?

You should be able to get through to speak to somebody. The customer number menu system does connect through to Royal Mail because most people who call the PO's helpline actually want RM.

Alternatively, you can start an email complaint by filling in the online form. They will respond by email if you choose that option, you can then continue the complaint by exchange of email if you wish.

https://www.postoffice.co.uk/general-enquiry" onclick="window.open(this.href);return false;

As with most regulated industries, you can't escalate a complaint until you have made a normal one in the first place.

[furi]

Thanks Snaggle,

I have indeed elevated my complaint to the POSTRS, and I appreciate you explaining the horizon system. As I thought, they dont have the same tracking data, and my case is so unusual, it has caused so many problems.

I sent a parcel, it bounced and returned to me, but i missed the return, so it was held at mount pleasant. I arranged for the "deliver to local post office" option, BUT not on the website, this was arranged on the phone with a RM customer agent, would they have entered this service into the system? Do you think they sent it to the post office by recorded post, because they made someone sign for it, was signed service could this have been? Was the customer agent wrong not to enter this service somewhere on the RM system, because this seems to be why PO cant see anything when they check, and if they use the track and trace it gives the vague "reached final destination" but does not say the postcode, which i assume, is because they didnt use the RM system to send it!!

I am composing my letter, and I cant for the life of me determine who is liable here?

RM sent the parcel, and PO signed for it, was RM wrong not to record the delivery correctly on the horizon system? IS the PO branch or the PO company liable, after all its the branch manager who is playing coy, for reasons known only to him. I have written to the PO branch manager, but expect he will rebuff as his demeanour when i went there was not what i would call affable.

I have called citizens advice and all they can say is quote the consumer rights 2015 act, and that RM is the company i have contracted with - but do i have a contract? Although I sent the original parcel as recorded 1st, when it was returned to mount pleasant, that was the end of the contract, RM attempted delivery right? I tried the POSTRS service, and they were laughable, I told the person that the post office branch has no working phone (is that legal, what would ofcom say?) and he called me back and said he tried to call them, but their phone didnt work, and thats all he can do, can you believe that? I guess my next move is legal action, but i dont want to spray bullets, i must work out who do i take action against?

I just want to mention that I did use the "resolver" website, and PO did answer on that but they've gone silent, after i explained that they dont have the right tracking data, since i did not arrange this online.

Thanks again to any and all responses, and good luck to all of you with your postal issues!

[Snaggletooth]

EDIT: Thats National Rail enquiry number, I suppose you are a joker?

Apologies, tired mistake. The number used to be 03457 22 33 44, though I can't find any reference to that on the PO's website.

[Snaggletooth]

The most common problem with Local Collect items relates to where the customer requests them to be sent. Is the Post Office that you asked it to be sent to in the EC or WC postcode areas? That is broadly the same as zone 1 on the tube map.