When a parcel has gone missing with the Royal Mail, it’s normal to panic, especially if the parcel was important to the recipient and to you. The main thing to do is stay calm, and follow these steps if you are missing a parcel because of the Royal Mail. In this guide, you will also find information regarding what to do if you have used Parcel Force for sending your item via the Royal Mail, and information on what to do if you have received a damaged parcel. If you have already made a claim with the Royal Mail, and are unhappy with the service you have received, you can find information on how to make a complaint at the bottom of this guide.
How to Inform Royal Mail about a Missing Parcel
If, when you sent your parcel, you were given a reference number, you can enter this if you would like to track your parcel. If you receive a notification that an item was delivered, but the recipient has not received a parcel, it may have been delivered to a neighbour. If you cannot track your parcel but have proof of postage (a receipt of postage) then you may still be able to make a claim, so long as you can prove from which post office you sent your parcel from, and on what date. If the item has been lost, and the fault is with the Royal Mail, then you will more than likely be entitled to compensation – especially if you chose to insure your item before sending it.
Although accidents can happen, many of the above explanations can be the reason for a missing package. However, if this is not the case, there may have been some delays to service in your area. You will be able to find out about delays on the Royal Mail Service Update page. Some delays in service can backdate parcel deliveries. This means that if you’re waiting to receive a specific item, you will encounter delays in when it is delivered to you.
If you have waited a long time for a delivery, you cannot track your item, and if there are no service issues in your area, you may be entitled to compensation.
Can I Claim Compensation for a Missing Parcel?
If you have been informed that your parcel has been lost, is missing, or if it has been damaged beyond repair, you will be eligible for compensation from the Royal Mail. You’re also eligible to make a claim against the Royal Mail if:
- You have sent a parcel abroad using the Royal Mail
- If your parcel was not sent to a British Forces Post Office Address
If your parcel was damaged, but still arrived to you, you may still be able to make a claim from the Royal Mail. Claims can be made if your item was damaged in transit, by a specific post office worker, or a Royal Mail Vehicle.
Information Needed to Make a Claim with Royal Mail
When you decide to make a claim with the Royal Mail about a lost or damaged parcel, you will need the following information. If you are making a claim through the online portal with Royal Mail, you will need to enter the following information in order to proceed with making a claim:
- Both your details and the details of those receiving your parcel
- How you sent your parcel (tracking information if possible, or just information on Class)
- Where you posted your parcel from and when
- Proof of postage or receipt of postage
Can I claim for a Missing Parcel Force Parcel?
Usually, when you send a parcel with the Royal Mail, they will utilise the services of Parcel Force if your parcel is over a certain weight. If you have lost a parcel with parcel force, you will be able to track it, or claim compensation, via the online Parcel Force Service. To make a claim, you must the person who sent the parcel. This service is available for 24 hours a day, and to make a claim you must register as a customer on their website.
Make a Complaint to the Royal Mail
If you would like to make a complaint about the Royal Mail, about the services you have used from them, or if you would like to report a driver or post worker, then you can call the complaints number for the Royal Mail, which is found via the Royal Mail Contact Number Page. Lines are open on the days and times shown, and they will connect you directly with a member of the team.