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

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First, it's important to ask yourself if you're certain that your letter or parcel has been lost – or could you just end up waiting longer than you had expected?

Sometimes, parcels might take a little longer to arrive because:

  • 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; or
  • 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.

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Helping you with Post lost

Resolver covers the issue Post Lost for 4 companies and organisations:

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