Parcelforce refusing to compensate

[mufc802]

So Parcelforce somehow damaged a parcel I sent to an ebayer buyer and the items went missing. The buyer has been refunded as soon as I heard what Parcelforce had done, and they even sent me a CCTV picture showing the box broken. I've gone through their claims process and they require a damage questionnaire from the buyer. He says he has twice filled it in and sent it back, but Parcel Force says they haven't received it.

How can Parcel Force get away with this and is there anything I can do?

The claim was submitted a month ago.

 

[mufc802]

I think the buyer has actually sent them the questionnaire,, he was genuinely honest when he received my damaged parcel, unlike Parcelforce who have been extremely unhelpful. They are trying to get out of paying me because of their Terms and Conditions, and they can quite easily say they didn't receive the claims form just so they don't have to pay me. They actually have a CCTV image of the damaged parcel I got them to send to me, and that's not enough evidence for them!

Terrible company I will not go near again.