2 month delay - Royal Mail

ShivP

ShivP

ShivP

Soldato
Soldato
Joined
26 Oct 2013
Posts
10,181
Location
Leicester
Hello all,

I sold a tap on ebay. Long story short, it was accepted at the parcelshop on 12 July. No tracking update, until suddenly an update on 3rd September, and delivered on 4th September.
Of course, I had refunded the buyer and put a claim into RM already, for a lost parcel.
Buyer now claims they are away until December (lol)

Any ideas how I can deal with this? I'm sure RM will entirely deny the claim now...
 
Deluxe1 said:
I've been waiting 6 months for royal fail to sort my claim out.
Click to expand...
I’ve been waiting about the same length of time. They even declined my claim stating it wasn’t sent tracked when they had evidence it was sent tracked. They’re an absolute waste of space. I’ve had multiple staff tell me over the phone I’d be getting a pay out and all evidence requested was provided. I may need to take them to small claims court at this rate.
 
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Just got a reply.
They said it was delivered, and that's the case closed.

Jokers
 
Well.... here is the useless update from referring it to the ADR

hank you for your email dated 10th February 2026, regarding the problem you experienced with a Royal Mail Non Account Tracked 48 item, reference xxxxx. I was sorry to learn that your item was delayed and that you were dissatisfied with how your complaint was handled by Royal Mail Customer Services. I have concluded my review of your case, and I am now able to provide a response.

Taking everything into consideration, I am unable to award any compensation for the delay of the item, although I acknowledge that it took an excessive amount of time to be delivered. Royal Mail would only provide compensation for the intrinsic value of the contents of any item that was lost or damaged during transit. The Royal Mail Non Account Tracked 48 service does not offer a guaranteed delivery service, it is merely a delivery aim.

Please see the attached terms and conditions which were relevant at the time of posting and the extract below for your ease of reference:

11.6 We will not pay you compensation if we deliver Items late.

With regards to the item itself, I can see that the item was posted at the Hinckley Road Post Office on the 12th July 2025 and not delivered until the 4th September 2025.

I do understand that you believe your claim should still be honoured due to the delay in them being delivered. However, as it is not lost your claim was correctly refused. I would also like to draw your attention to the claim declaration you agreed to, which I have copied below:



As you can see you have agreed that if your claim was paid and the item eventually delivered, you would notify Royal Mail and pay back any monies to them.

The only person that has benefited is the recipient. They have the item and have also received a refund. Therefore, this is now a civil matter between you and the person concerned.

I hope you will accept my genuine apology for the problems you have experienced. In closing, may I thank you for contacting the Postal Review Panel and allowing me the opportunity to review your complaint.

This is the Postal Review Panel’s final decision on behalf of Royal Mail regarding your complaint. If you are unhappy with our response, you can make an application to the independent body POSTRS (the Postal Redress Service), which is free of charge. For clarity, POSTRS is an alternative dispute resolution body, which is entirely separate from Royal Mail. POSTRS will be able to advise you if your complaint falls within the scope of the scheme rules and the information sheet below provides information about the scheme.

Further information and an application form for POSTRS can be obtained through their website www.cedr.com/postrs; by writing to POSTRS, 100 St Paul’s Churchyard, London, EC4M 8BU; email: [email protected] or telephone 020 7520 3766. Please note that you must make an application to POSTRS within 12 months of the date on this correspondence.

Yours sincerely
 
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ShivP said:
Well.... here is the useless update from referring it to the ADR

hank you for your email dated 10th February 2026, regarding the problem you experienced with a Royal Mail Non Account Tracked 48 item, reference xxxxx. I was sorry to learn that your item was delayed and that you were dissatisfied with how your complaint was handled by Royal Mail Customer Services. I have concluded my review of your case, and I am now able to provide a response.

Taking everything into consideration, I am unable to award any compensation for the delay of the item, although I acknowledge that it took an excessive amount of time to be delivered. Royal Mail would only provide compensation for the intrinsic value of the contents of any item that was lost or damaged during transit. The Royal Mail Non Account Tracked 48 service does not offer a guaranteed delivery service, it is merely a delivery aim.

Please see the attached terms and conditions which were relevant at the time of posting and the extract below for your ease of reference:

11.6 We will not pay you compensation if we deliver Items late.

With regards to the item itself, I can see that the item was posted at the Hinckley Road Post Office on the 12th July 2025 and not delivered until the 4th September 2025.

I do understand that you believe your claim should still be honoured due to the delay in them being delivered. However, as it is not lost your claim was correctly refused. I would also like to draw your attention to the claim declaration you agreed to, which I have copied below:



As you can see you have agreed that if your claim was paid and the item eventually delivered, you would notify Royal Mail and pay back any monies to them.

The only person that has benefited is the recipient. They have the item and have also received a refund. Therefore, this is now a civil matter between you and the person concerned.

I hope you will accept my genuine apology for the problems you have experienced. In closing, may I thank you for contacting the Postal Review Panel and allowing me the opportunity to review your complaint.

This is the Postal Review Panel’s final decision on behalf of Royal Mail regarding your complaint. If you are unhappy with our response, you can make an application to the independent body POSTRS (the Postal Redress Service), which is free of charge. For clarity, POSTRS is an alternative dispute resolution body, which is entirely separate from Royal Mail. POSTRS will be able to advise you if your complaint falls within the scope of the scheme rules and the information sheet below provides information about the scheme.

Further information and an application form for POSTRS can be obtained through their website www.cedr.com/postrs; by writing to POSTRS, 100 St Paul’s Churchyard, London, EC4M 8BU; email: [email protected] or telephone 020 7520 3766. Please note that you must make an application to POSTRS within 12 months of the date on this correspondence.

Yours sincerely
Click to expand...

What?
How is that possible? I got a refund for the item and postage whet it was just a few weeks late
 
Since Covid and the furlough-followed-by-sacking of dozens of staff our RM delivery service is diabolical. We are lucky if we receive post once every two weeks. 1st class mail takes 3-4 days. 2nd class takes up to a week. In fact, I've stopped using them where possible, and prefer to use other couriers.
 
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