I know bank fodder, they took it right to the end so I was very shocked by their call today. I'll update you with the newspaper story once it's published if you're interested. Thanks for your advice.

After countless emails from Hermes refusing compensation my final email was to inform them a small claim had been lodged with the courts. I followed this up yesterday with a freedom of information request for the last known details of the parcel to include vehicle and driver details and the action they took with the last known parcel recipient and details of their investigation, places searched etc. My local newspaper are also pursuing them as they will be publishing a story in the coming weeks. Out of the blue I had a phone call from Hermes today. They will be paying £160 in my bank. When asked why the change of heart, they simply said they concluded the investigation and confirm the parcel as missing. Which they knew all along, they really meant they can't deny it's been stolen. It has taken all this, countless emails, threat of court action and the local newspaper, which it really shouldn't, for them to admit they were wrong. I hope this helps someone if god forbid they have this trouble in the future.

Thank you bank fodder. I won't be letting this go. I have been very clear in my correspondence what I intend to do and already sent them the letter 2 days ago advising them that the fault is there's and that they are in breach under the consumer rights act That the insurance is irrelevant as I believe the parcel has been stolen and I quoted a police crime reference number. I gave them 14 days to give me full compensation or I will be taking it to court. I even told them how depressed this has made me having lost my children's toys at Christmas. Not one shit given by them, so you're right they do not care about their customers. I have offered ADR as the gov site for small claims suggest it strengthens your case as it shows you really did attempt to resolve with them and they left no choice but to take it to court. On day 15 I'll make the claim. I'll keep you posted. Thanks very much for helping.

Thank you. I've just managed to check my online account. I stated £100.00 so that's better than what I thought. In future I'll know to properly calculate. To be fair I'll never use a courier service other than royal mail ever again.

Yeah I understood. They haven't ever actually mentioned the original value quoted so in my correspondence to them I've stuck to the £150. I have asked if they offer ADR as we cannot come to an agreement, which they ignored. The last email I sent, I made reference to the consumers rights breach and asked for £150 compensation. I have given 14 days and advised if we cannot agree I will have no choice but to file a claim. I'll just persevere. Thank you for your advice.

And just to add, I am now sure of the values having calculated the receipts.

Oh yes I know I won't get it back at all. They have told me they've exhausted all their investigations and it seemed to evaporate on their truck. I've no doubt it was stolen. I've reside myself to the fact its gone. Hindsight is a wonderful thing, in my naivety I honestly did not expect a parcel of the size it was and for a paid door to door service, to go 'missing'. To be fair they've never argued the value of the parcel, just that I only had basic insurance. To me this is irrelevant as they have not taken reasonable skill or care to carry out their services.

Hi Bank fodder I don't remember, I think it was about £70. Problem was I didn't know the true extent until I added up all the receipts to complete their claim form. Luckily had taken a picture of all the items inside. I submitted them the pictures and receipt evidence.

I paid for a parcel to be collected by Hermes from my home address in England to my parents in Scotland. The parcel was worth approx £150 and full of toys, Xmas presents for my partners children. Long story short after speaking with Hermes the parcel reached my area depot. It left that areas conveyor belt onto a Hermes HGV lorry heading for their Rugby Depot. It never reached the depot. Hermes claimed to have carried out extensive investigations but have deemed it lost. The parcel was rather large. I don't actually recall the level of insurance I took but I was sure it was more than the standard but my invoice does not itemise it. Hermes say I only had the basic cover. Hermes have offered me only £20 compensation and £10.38 for the postage I paid. I have reported the theft to the police....they were uninterested without cctv. My question is, the fact that Hermes admit that the parcel was last with their driver then seemingly evaporated, can I claim under the consumer rights act regardless of my level of insurance cover? I paid for a door to door service and for a signature. I would never have thought I'd need insurance to guard against theft from the very delivery company I was paying to deliver my item. I have wrote direct to the CEO complaints. They won't budge. I've given them 14 days to refund me or I'll go to small claims. I just don't want to take it all the way if the insurance element is going to screw me over. Any advice really appreciated.