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Part rant, part seeking advice regarding missing mail


Eversir
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Over the past couple of months our company has been sending out a marketing campaign in the form of a box of goodies. Can't specify the exact contents on a public forum, but we send these out to prospective clients (other businesses) to give them an idea of what services we provide.

 

We've sent out 54 of these boxes so far (not including the ones we give to clients face-to-face) and so far only 50 have arrived. Essentially, 7.40% of the parcels we have sent have gone missing. Each one has been sent using Royal Mail 2nd Class Signed-for, at £3.70 a pop. We naturally use a signed-for service to ensure the box has been delivered.

 

Two of the missing boxes have only just gone over their 15 working day window, but the other two had claims submitted back in November. We received a cheque for about £9 for one of the claims, covering the contents of the box and the postage paid. All well and good.

 

However the other (essentially identical) claim has essentially been rejected. Royal Mail acknowledge the tracking number shows no delivery or signature. But they state that, as they have written to the intended recipient requesting confirmation of whether or not the item arrived, and received no reply, they are therefore assuming the item has been delivered and have closed the case.

 

Surely this can't be right, especially for a service specifically purchased to show delivery confirmation?

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As far as I can see, it matters not if the parcels has been delivered, they do not have a signature, a service paid for, so that says the parcel was not delivered full stop.

If they wish to stop claims against themselves, then they must provide the service paid for or refund.

 

 

I think your next step is to send an official complaint, once that has taken it's course, you are then open to take it further up the ladder.

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