Royal Mail Claim Process

Summary

If Royal Mail mishandles parcels and refuses compensation, escalate the issue to the Postal Redress Service (POSTRS). Provide a clear summary of the issue, steps taken, and Royal Mails response. Contact POSTRS via their website or email for further assistance. Consider including details like the mishandling of parcels, formal complaints made, and Royal Mails unsatisfactory response. Adjust the provided email template to fit your specific situation.

Full Conversation

I sent them a letter and they replied. Can i give you the reply
Of course, you can share their reply. It will help me understand their response and guide you better.
I’m sorry to hear that * items you’d arranged for a Parcel Collect were collected but delivered to the wrong recipients and can fully understand your concerns. I understand you selected the label-less option when booking your collection. It therefore appears we’ve applied the labels to the wrong items, resulting in the items arriving with the wrong recipients. With regard to the items; I would kindly recommend contacting the recipients and arranging with them to return the items to you or forward them to the correct address. Unfortunately, we’re unable to become involved further, as the items have been delivered, nor can we offer compensation or a postage refund in relation to Parcel Collect complaints. In regards to your claim for compensation for the time spent locating information on the website, on this occasion I am unable to meet your claim as this is not covered under the product compensation scheme.
It looks like Royal Mail is not willing to offer compensation or a postage refund for the mishandling of your parcels. However, you may still have some options:
- Contact the Recipients: Try to arrange with the recipients to return or forward the items to the correct address.
- Formal Complaint: If you're unsatisfied with their response, consider escalating the complaint to Royal Mail’s Customer Services.
- Ombudsman: If the issue remains unresolved, you can contact the Postal Redress Service (POSTRS) for further assistance.
Would you like more information on any of these steps?
I did make a formal complaint before this, so what do you think would be the best course of action next
Case Rating: *
Since you've already made a formal complaint, the next step would be to escalate the matter to the Postal Redress Service (POSTRS). They handle disputes between postal service providers and customers.
Would you like more details on how to contact POSTRS?
Yes please
Case Rating: *
You can escalate your complaint to the Postal Redress Service (POSTRS) as follows:
- Website: [POSTRS](https://www.postrs.org.uk)
- Email: enquiries@postrs.org.uk
Would you need any further assistance with your case?
Yes, what should i say to POSTRS when emailing them?
Case Rating: *
When emailing POSTRS, you should provide them with a clear and concise summary of your issue, the steps you've taken so far, and the response you've received from Royal Mail. Here's a template to help you:
---
Subject: Escalation of Complaint Against Royal Mail
Dear POSTRS Team,
I am writing to escalate a complaint against Royal Mail regarding the mishandling of my parcels. Below are the details of my case:
- Issue: Two parcels I arranged for Parcel Collect were delivered to the wrong recipients due to Royal Mail applying the wrong labels.
- Formal Complaint: I have already made a formal complaint to Royal Mail, but their response was unsatisfactory as they refused to offer compensation or a postage refund.
- Royal Mail's Response: They suggested I contact the recipients to return or forward the items and stated they cannot offer compensation or further involvement.
Given the inconvenience and financial loss I have suffered, I am seeking your assistance in resolving this matter.
Please let me know if you require any additional information.
Best regards,
[Your Name]
---
Feel free to adjust the template according to your specific details.