Panicking: special delivery collected over 48 hours and no update

[limagamma]

I had to send some supporting documentation for a passport application to HM Passport Office in Newport.

I sent them by special delivery 1 pm, which was collected from my home in SE London in the afternoon of 9th Feb.

The online tracking shows two “item collected” entries 5 minutes apart from each other and nothing more.

I am very worried at this stage. It’s over 48 hours since collection. The loss of those documents would be a massive pain.

Any advice or reassurance?

[limagamma]

The plot thickens, as the tracking now says

“Your item is due to leave London Central MC to go to Heathrow Worldwide DC.”

That doesn’t sound right to me...

[TrueBlueTerrier]

Without a tracking number, or the complete tracking output its difficult to advise anything as we don't have all the information to hand to make an educated guess.

[limagamma]

Without a tracking number, or the complete tracking output its difficult to advise anything as we don't have all the information to hand to make an educated guess.

Thank you TrueBlueTerrier.

This is the tracking so far.

Should I share the tracking via a private message?

2B487FFD-366B-4B88-A3E6-7CC393E4259D.jpeg

[TrueBlueTerrier]

It does look strange, it may be that the address on the item has been damaged and they are sending it to Northern Ireland so they can investigate it.

My best advice at present is to either call the customer service team which will entail a long hold on the phone or contact them on Twitter via @royalmailhelp, they are just as busy but seem more proactive.

Be ready to send them a PM on Twitter with address (yours and destination) and the tracking number, and a description of the item and it contents. This will help if the address or outer packaging has been damaged, and indeed may mean they can process it quicker for you.

Good luck.

[limagamma]

Thanks for your reply.

I messaged the Twitter team yesterday, but they ask to send an email to their team, stating that it could take more than 10 days to get a reply.

I also called customer service, who said that there is nothing they can do but wait until the 17th.

I covered the address on the label with transparent sellotape to prevent damage...

I do wonder what’s going on. I don’t care if it arrives late, as long as it’s not lost...

[limagamma]

Do you think that there is hope that the parcel will find its way to where it’s meant to go? Or at least back to my address?

I’ve read “horror” stories around when mail ends up erroneously at Heathrow...

[limagamma]

No further scans since the last one

[limagamma]

Still no updates... last scan on Thursday night..

[TrueBlueTerrier]

Do you think that there is hope that the parcel will find its way to where it’s meant to go? Or at least back to my address?

I’ve read “horror” stories around when mail ends up erroneously at Heathrow...

Yes, especially with it being a special delivery. It is possible it has made it to Newport as sometimes they do seem to stop tracking at at Specific Mail centre - But not Heathrow.

So there is a possibility everything is fine and it has arrived okay, just that the tracking has not updated correctly. If you can I would contact the Passport Office to see if it arrived with them.

However, I would also make a claim for Royal Mail as they clearly hav not meet the delivery specifications for this mail stream.

[limagamma]

Do you think that there is hope that the parcel will find its way to where it’s meant to go? Or at least back to my address?

I’ve read “horror” stories around when mail ends up erroneously at Heathrow...

Yes, especially with it being a special delivery. It is possible it has made it to Newport as sometimes they do seem to stop tracking at at Specific Mail centre - But not Heathrow.

So there is a possibility everything is fine and it has arrived okay, just that the tracking has not updated correctly. If you can I would contact the Passport Office to see if it arrived with them.

However, I would also make a claim for Royal Mail as they clearly hav not meet the delivery specifications for this mail stream.

Thank you TrueBlueTerrier.

I called the Passport Office helpline this morning. Unfortunately there is nothing on their systems yet.

I also called the Royal Mail helpline. The kind lady I spoke to this morning said that the Heathrow scan might just be a red herring and that the envelope might have been caught up in a backlog at London Central Mail Centre. She said I might see some movement today or tomorrow.

I think it's from tomorrow that I can file a formal complaint, which will lead to an "investigation".

[limagamma]

Going to call Royal Mail again tomorrow as there have not been any updates yet.

The Twitter team haven’t got back to me either.

[limagamma]

This surely can't be good for my heart!

No updates. I called RM again today, no way if you call at 8 am on the dot. I was advised that I submit a claim today, but it's a day too early, so I need to wait until tomorrow.

I obviously hope that it'll be found and processed soon, but I have also put together evidence of how much it would cost to replace the documents and submit a new passport application.

[limagamma]

Claim for loss submitted this morning.

I’ve been promised an update “soon”, but I’m not getting my hopes high.

[Discolegs]

Hi, sorry to read about your stressful situation. I think you’ve read my SD nightmare and whilst madly researching I met a lady via Facebook who’s passport/ vital documents also went ‘missing’ after she’d sent it special delivery to Newport in November of last year. Whilst my story doesn’t have a happy ending hers did. I don’t want to give you false hope but her paperwork and passport did finally materialise and did come back to her. It was never scanned when it arrived in Newport and to this day the tracking hasnt changed. Really hope your item turns up, don’t lose hope.