Postal delivery/counter services/check & send - Post lost

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Has your letter or parcel actually been lost or are you waiting longer than you had expected? It may be the fact the parcel has taken longer to arrive for reasons such as:

  • your mail was incorrectly addressed
  • your mail was redirected
  • a mail collection was missed
  • your postman or postwoman can’t access your building
  • your mail has been sent abroad, which takes longer
  • your mail contained something that Royal Mail or your postal operator can’t carry
  • there has been a public holiday

Claiming compensation

The amount of compensation you can claim for lost mail depends on the service you used, whether you can provide proof of posting and whether you can provide evidence of the item’s value. Proof of posting is normally a certificate of posting, which you can get free whenever you send something from the post office. Evidence of the item’s value could be a receipt or a bank statement showing the transaction where you bought the item.

If you can provide proof of posting and evidence of the item’s value, you will normally be able to claim a refund of the postage fee plus compensation for the value of the damaged item up to a maximum of £20 if you used first or second class, £50 if you used Royal Mail Signed For, or more if the item was sent using special delivery.

If you can’t provide proof of posting, you will only be able to claim the minimum compensation of six first-class stamps.

If you posted the item using special delivery, you will be able to claim for actual amount you've lost, up to a maximum value of £50 for the 9am service and £500 for the next-day service. The cost of the special delivery fee will also be refunded. If you had consequential loss cover, you may able to claim for other losses of a higher amount.

How long to allow

You need to allow at least 3 weeks for your passport to be returned by the Passport Office. At peak times this will be a lot longer and so remember to do as soon as you can. For your first passport you need to allow 6 weeks.

If you need a passport urgently there is a weekly service available from the Passport Office as well as a one day service. If you have submitted your passport to the Passport Office and have not heard back from them then contact the Passport Office using the resolver iPhone or Android App to record your phone call.

Additional application information

If you need additional information you can call the Post Office on 0345 611 2970. Calls to 0345 will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider.

Remember when completing your form

  • Always use a black ballpoint pen and capital letters
  • Black out mistakes with a pen – don’t cross them out or use correction fluid
  • Write within the white boxes and keep all signatures within the border
  • Always bring in original documents and not photocopies
  • Make sure you have two colour photographs, taken within the last month, and that they meet all the requirements shown in the guide that comes with your application form

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Helping you with Post lost

Resolver covers the issue Post Lost for 3 companies and organisations:

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