Optional additional cover up to 2,500. Below is an example of actual loss. If youre claiming for damage, youll also need to include either: Youll get a response within 30 days - or 90 days if the item was sent to somewhere outside the UK. For damaged items of mail see the Claiming for lost or damaged items section above. This could be your receipt or certificate of posting if you sent something at the Post Office. 2. Your feedback will help us give millions of people the information they need. You can't get any compensation if your post is delayed and one of the following applies: it was posted to somewhere outside the UK it was posted by special delivery and it had to be redirected The Shop (the retailer) that sells the jeans buys them from the manufacturer for 15. If it was sent: For example if the item was posted by first class post on a Wednesday, you can claim the following Tuesday - or the Friday after that if it was redirected. Royal Mail's retail compensation policy for damage and part loss. If youre not sure, check if you can claim compensation from Royal Mail. If the item was sent to somewhere outside the UK, you cant get compensation for a delay. Useful links, extra information and related mails services. Its important to check that the compensation offered adequately covers the item youre sending. Royal Mail may pay compensation to the sender or the addressee of a delayed item posted using products under this scheme where it has not delivered or attempted to deliver the item: Three or more working days after the due date except where an item is redirected, using the Royal Mail Redirection Service; Notes All documentation provided must be originals not copies. Take 3 minutes to tell us if you found what you needed on our website. For their policy on delayed post, including how long you need to wait before your post qualifies as delayed, please visit their delayed post compensation page. All information is aggregated and therefore anonymous. Claiming compensation for a personal injury, Help for victims of rape and sexual violence, Keeping your family in the UK after Brexit, Getting a visa for your spouse or partner, Check how to make a complaint to Royal Mail, Check how much compensation you can get and how to claim. Compensation based on actual loss (or cost to repair in the case of damage), where evidence of posting and value are provided, up to the maximum of 100 or the market value whichever is the lower. 4. 15. Screen Reader users press Enter to select a Filter by product. Optional consequential loss cover up to 10,000. You can find out more or opt-out from some cookies. Royal Mail will only compensate for material damage to, or part loss of, the contents of a letter or packet. If the item was sent by post box and lost in the post, you wont usually have proof of posting - this means you cant get compensation. I'll live with the loss and put it down to lesson learnt - it's probably not worth the hassle claiming for 6 first class stamps. Closed Sundays and bank holidays. Were sorry youve had a problem with your mail. My item hasnt arrived yet, what should I do? By using this Website you agree to the use of cookies. in such other circumstances as the regulator after consultation may agree. means for any premises the address, including the postcode, maintained by Royal Mail from time to time as corresponding to those premises in the Postcode Address File. Has post you sent not reached its recipient? Advice for people affected by child abuse. It can take up to 90 days if the item was sent to somewhere outside the UK. If they post them and they go missing or are damaged beyond repair they can claim what the item cost them to manufacture, i.e. This stops anyone from using it to pretend to be you. Ask the organisation to cancel the document. 1 2 Replies 15 January 2018 at 2:11PM theonlywayisup Forumite 16K Posts If you have told RM the actual loss (the amount it cost you to acquire) is 5 then that is what they will pay, if you can prove the cost. the names and addresses of the sender, addressee and claimant. If the item was sent to somewhere outside the UK, you cant get compensation for a delay. Privacy Policy. We provide a range essential financial services, from savings, borrowing to money transfers. If the item was sent to somewhere within the UK, the normal compensation is a book of 6 first class stamps. This compensation is subject to the maximum payable being the lower of the market value of the item and 20 (50 for Royal Mail Signed For). If your post was damaged, lost or delayed and you claim compensation from Royal Mail, they'll usually make a decision within 30 days. I didn't realise this Royal Mail app option was a thing, so thank you for letting me know - I'll definitely use that in future! Strictly necessary cookies are essential to enable you to move around this Website and use its features and/or services. 1st class stamped, metered andVAT exempt accountmail, including items sent using SmartStamp and online postage; 2nd class stamped,metered and VAT exempt account mail, including items sent using SmartStamp and online postage; 1st and 2nd class Royal MailSigned for mail when used in conjunction with stamped,metered and accountproducts above; Royal Mail Special Delivery Guaranteed by 1pm (not posted on account); Where an item is lost or damaged beyond repair then actual loss is the amount it cost the customer to acquire, purchase or manufacture the item subject to condition, age and depreciation. stamps, franking impression. Please refer to the Royal Mail United Kingdom Post Scheme (pdf, 655.14 KB) for further information about product terms and conditions. The Shop (the retailer) that sells the jeans buys them from the manufacturer for 15. This Website use strictly necessary cookies to: Performance cookies allow us to update this Website to cater for Website user preferences and improve performance. For more information about how to do this, and about cookies in general, you can visit www.allaboutcookies.org . 14. where an item has been forwarded or redirected to an address in the Channel Islands or the Isle of Man. You should try to contact the sellerbefore you ask Royal Mail for compensation - youll usually get a better result. Opens a dialog to provide details of your feedback. Complete our online Claim form, For advice on how to claim for items posted in other ways, visit our Claims Centre. If an item has been delayed and has also been damagedor suffered part losscustomers should refer to the compensation for damage or part loss policy in addition to this policy to ensure the item is eligible for compensation before submitting a claim to Royal Mail. Your feedback will help us give millions of people the information they need. stamps, franking impression, SmartStamp, the basis for asserting the posting details and product used (such as date of postmark, certificate of posting (if available) and for Royal Mail Special Delivery by 1pm and Royal MailSigned for, the product documentation), a description of the packaging and condition of the mail item itself. Compensation based on actual loss (or cost to repair in the case of damage), where evidence of posting and value are provided, up to the maximum of 50 or the market value whichever is the lower. Royal Mail Business Account item claims >>, changes to claiming for Special Delivery Items, changes to claiming for International Items. Every Signed For 2nd Class item is covered against loss or damage up to 50 or the value of the item, whichever is lower. The nature and extent of the compensation to be paid for damage or part loss of eligible mail items are set out below. Functional cookies allow this Website to remember choices you make, e.g. Claims for delay must be made within 3 months of the date of posting or one month of the date of receipt. Royal Mail may pay compensation for damage or part loss if an item in a postal packet has suffered a degree of harm that reasonably impairs the material function or contents of the item, solely as a result of its transmission through the post, and excluding liability for any pre-existing damage. How long you need to wait before you claim depends on how the item was sent. Home Important information regarding our Special Delivery Guaranteed service: where an item that may be damaged by bending is not packed in a strong container that will prevent the item from being bent , and marked with the words DO NOT BEND on the cover or envelope above the address; where a letter contains an item that is likely to perish or decay, the letter is not marked with the word PERISHABLE in capital letters on the cover or envelope above the address; where restricted items are not packed in accordance with further published packaging requirements; where the packaging does not comply with any other information published in paper or electronic form by the Royal Mail on packing. 4. where the damage or part loss has arisen due to circumstances outside the control of Royal Mail including exceptional severe weather conditions, acts of terrorism and vandalism and acts of third parties with whom Royal Mail has no contractual relationship; 5. where damage or part loss is due to a latent or inherent defect, natural deterioration; or where there is no material damage to the item or material part loss of the contents; 6. where all of the conditions that apply to the service used have not been complied with, including but not confined to: 7. where the item is not fully and correctly addressed in a manner that includes all the elements of the postal address(including the full postcode) written clearly on the front or on a label securely attached to the front of the cover or envelope, or the address is illegible, or the address is not fully visible; 8. where the item is not in a suitable and reasonably strong cover or envelope appropriate to its contents that (with the exception of Articles for the Blind) is sealed or fastened securely; 9. where the item is not packaged in accordance with the requirements of the relevant schemes made under the Postal Services Act, including but not confined to: 10. where the item contains valuables (i.e. The claim form needs to be signed and dated by the claimant and supported by additional evidence (evidence of posting and evidence of value) to corroborate the amount claimed for actual loss. Or, find out more about cookies Although we wont ask you to upload documents or supporting information when you make a claim, from time to time our claims department will be prompted to carry out quality checks and this may involve one of the team contacting you to request the evidence listed below. Please see our other ways to contact us here: Please send your website feedback here - we wont reply to your message. Compensation for delay will not be payable; Further details of conditions of posting, including packaging and addressing requirements, and of prohibited and restricted items can be found in our Our Services leaflet available at any Post Office branch or on the Royal Mail website. We can even bring your label too! where an item is undeliverable and/or has been returned to sender. (For products where a certificate of posting is automatically provided this will also be required in addition to the item with envelope or packaging. The information shared is only to be used to provide the service, product or function and not for any other purpose. Compensation based on actual loss (or cost to repair in the case of damage), where evidence of posting and value are provided, up to the maximum of 150 (100 for items posted before 3 April 2023) or the market value whichever is the lower of these. All our advisors are busy helping other customers. You can find out more or opt-out from some cookies. Royal Mails Retail Compensation Policy for damage or part loss covers the following products:-. Opens a dialog to provide details of your feedback, My tracking message says it's been delivered but it hasn't been, Royal Mail for small and medium sized businesses, Royal Mail for large businesses and public sector. Get parcel collection for 0 when you buy your online Tracked 24 and Tracked 48 postage. Or have you found that items youve received have been damaged? Guaranteed by 9am next day* Features Full tracking Photo and signature on delivery Guaranteed delivery next day by 9am* or your money back Compensation cover up to 50 Options Guaranteed Saturday delivery for an extra fee* Additional compensation available up to 2,500 How to use this service which pages users visit most often and where error messages are delivered. It's now been 7 days and there's no update on the tracking and nobody knows where the parcel is now. cheques; bankers drafts; travellers cheques) is limited to 100 per item. Recorded (now called "Signed For") merely has a record made IF it is delivered, it is not tracked en-route, travels with normal post and has no delivery time guarantee. Youll also need the following information in the event youre contacted as part of our claim quality checks (you wont need to provide this unless we contact you and ask for it). Is there anything wrong with this page? Cookies help us improve your Royal Mail online experience. Currency, foreign exchange and similar items are excluded from this change, and the maximum permitted value of such items sent using Royal Mail Special Delivery Guaranteed products shall remain at 2,500. If you sent the item, you must claim within 3 months of the date it was posted. check icon. the names and addresses of the sender, addressee and claimant, the postage paid and method of postage, e.g. The Factory (the manufacturer) that supplies the shop makes the jeans for 10. Royal Mail will not pay compensation for delay to a redirected item under this Scheme and make apayment for a redirection failure in respect of the same incident. If the item was sent to somewhere within the UK, how much you can get depends on how it was sent. If the item was sent to somewhere within the UK, you must claim within 80 days from the date it was posted. You can: If you dont want to claim compensation, you can make a complaint to Royal Mail instead. Cookies help us improve your Royal Mail online experience. The maximum compensation payable when additional compensation has been purchased for items containing coins, banknotes or currency notes, securities or instruments payable to bearer (e.g.