Home > Ask Our Experts > My Parcel is Missing What Can I Do?

My Parcel is Missing What Can I Do?

By: Chris Nickson - Updated: 12 Nov 2015 | comments*Discuss
 
Tracking Number Royal Mail Sorting

Q.

A parcel was dispatched by Royal Mail to be received the next day, 10 days ago. I've been to collect it from the local office and was told I had already received and signed for it.

But I haven't.

The item is tracked and according to the tracker is in the sorting office awaiting collection. Therefore I can't get a refund from the trader.

This is a very expensive item, I've already complained to RM, and their reply hasn't changed a thing. What do I do now?

(Mr Stephen Davis, 7 December 2008)

A.

From what you write, the problem obviously lies with Royal Mail, or at least your local sorting office, which isn’t being too helpful.

First of all, you need to have the tracking number to hand, which you seem to already have. Armed with that, go down to the sorting office and talk to the facility manager there. Explain the discrepancy between what the tracker is telling you and what the staff have told you. You should also check with the trader that the item was dispatched to the correct address.

Since there’s a tracking number on the item, it will need to have a delivery signature. With the office claiming that the item has been delivered, they should be able to produce what’s called an ePOD, which is a digital copy of the proof of delivery slip – in other words, the slip you’re supposed to have signed. If they can do this, then the item’s been delivered to someone – but obviously not to you – and therefore you should be able to talk either to the trader, or to the Royal Mail about compensation.

The ePOD will show the delivery or pickup time, as well as the signature and printed name of whoever claimed the item. Without a proof of delivery, of course, it will become quickly apparent that the item hasn’t been delivered, and might well just be in the wrong place within the sorting office. Depending on the size of the office, it could be found quickly, or it might take a while. That’s particularly true during the holiday season, when the number of packages being sent rises tremendously.

This complaint is something the facility manager should be able to handle; indeed, it’s effectively part of his job to resolve problems about his staff and deliveries, both from personal and business customers. This is certainly the most direct way to achieve a resolution and claim your package quickly (at least it should work that way in theory).

There is another course of action open to you, or one you can take if the facility manager isn’t able to help or you find him unhelpful. Try contacting Royal Mail’s Customer Services line on 08457 00 1200. You’ll find the line open from 8 am – 6pm Monday - Friday.

You might also like...
Share Your Story, Join the Discussion or Seek Advice..
I ordered T shirts from U2 fanfare on 2710/15, I then received an invoice on 30/1015 telling me the order had been Shipped , however there was No Tracking number on , I've been trying to obtain this number from the company but they don't seen to know themselves, They suggest I wait until the end of the month and if I haven't received the goods they will take further action, what else can I do ?
Glasgow girl - 12-Nov-15 @ 11:20 AM
Hi, I put my mobile phone in to a repairs shop in Newport south Wales to be repaired, since paying for the work done which was only 5 weeks ago the phone is now back to what it was like before it was repaired. What can I do ?
Dave - 8-Sep-15 @ 10:56 PM
Share Your Story, Join the Discussion or Seek Advice...
Title:
(never shown)
Firstname:
(never shown)
Surname:
(never shown)
Email:
(never shown)
Nickname:
(shown)
Comment:
Validate:
Enter word:
Latest Comments
  • fedup
    Re: Buying a Used Car: Your Rights
    we traded our car at a Peugeot main dealer for a new vehicle with a years warranty (car we traded in had been bought from them)…
    23 January 2020
  • Smithy
    Re: Faulty Goods
    Faulty log burner bought on line. Did not notice fault in 30 days. Can I request a replacement rather than repair? I have lost confidence in product…
    21 January 2020
  • Giedre
    Re: Buying a Used Car: Your Rights
    Hello, i bought a car 2010 BMW 520d. The dealer said the car has warranty for all the possible brakedowns unless it is wear and…
    21 January 2020
  • Nezer
    Re: Dealing With Cowboy Builders
    We employed Neil Parry, plastering and property maintenance from Rhyl to carry out a full house refurbishment. His son, James Neil…
    20 January 2020
  • Dee
    Re: Buying a Used Car: Your Rights
    Hi, We bought my son a fiat 500s from a well-known car dealer in London 2 months ago It has been back to him now for a sensor…
    13 January 2020
  • Mike
    Re: Leasing A Car Explained
    I have leased a new Audi A7 over 4 years, had it 10 months from new. It has developed issues when driving and 8 electrical faults on…
    9 January 2020
  • Gen
    Re: Gardener Overcharged Us: Can We Refuse to Pay?
    We asked a drainage company to assess a flooding problem in our basement. We chose a company that clearly…
    9 January 2020
  • Jenny
    Re: What If Your Plumber Makes Mistakes?
    Hello, Recently we had an emergent situation where our main sewage line was blocked with tree roots, verified by a…
    9 January 2020
  • valep88
    Re: Buying a Used Car: Your Rights
    Good evening, I bought a second hand Nissan Juke 2011, 1.6petrol with 80k mileage. After 3 months of use, roughly after 3k…
    7 January 2020
  • Linette
    Re: Spa Treatments: Your Consumer Rights
    I had eyelash extension at a WOW BAR and within 24 hours experienced itching and burning, by the time I went back to the…
    7 January 2020