In July last year we (my partner and I) bought a redirection service from Royal Mail after moving flats.
After a month we didn't receive any mail, including a few important documents. We complained (first time) during the period of the service and Royal Mail concluded that "they are confident mail is being forwarded accordingly".
We eventually discovered that it must have "looked fine" on their end, but mail was delivered to a wrong address (flat above, to which we don't have a key).
As a result important documents were misdelivered and we suffered consequential losses.
We complained again (second time) - requested full refund of the cost of the service + refund of consequential losses.
We then went through all the complaint tiers and the complaint was rejected by their Postal Review Panel.
To be fair I wasn't as aware of the intricacies of handling complaints with Royal Mail and relevant as I was filing complaint. I would've probably phrased and handled the complaint process differently.
As the next step would've required taking them to court I'm proceeding rather carefully. From what I understand Royal Mail's standard practice is to "hide behind" Section 90 of Postal Service Act 2000.
However - during the service we clearly alerted Royal Mail we received no forwarded mail and that we are expecting important documents. Royal Mail advertises that "[Royal Mail's] redirection service will ensure you won't miss important documents".
Royal Mail responded that "they are confident mail is being forwarded accordingly".
They didn't even bother to ask whether we have received redirection notice (which we haven't, but didn't quite connect the dots until it was too late), to suggest that mail might be delivered elsewhere (check with neighbours, etc.) or perhaps send in a post office worker to double check the address. In our minds - in handling the support case they took inadequate steps to ensure redirection service is functioning correctly, considering the claims on their website "redirection service will ensure you won't miss important documents" and the fact that we explicitly alerted them to the fact that we're expecting important documents.
Do we have a leg to stand on complaining about the negligent handling of the customer support case and failure to ensure redirection service is in place (ie that our complaint sits outside of the scope of Section 90(1) )?
Or can Royal Mail just hide behind section 90 saying that ensuring redirection is limited to "making sure the redirection label is slapped on the letter" and anything more than that is in the delivery scope.