Please refer to the Royal Mail United Kingdom Scheme (pdf, 596.5 KB) for further information about product terms and conditions and Royal Mail’s liability to pay compensation. Royal Mail Special Delivery Guaranteed by 1pm®* Franking/Mailmark® Franking Compensation for loss or damage Weight up to Up to £500 Up to £1,000 Up to £2,500 100g £6.60 £7.60 £9.60 500g £7.25 £8.25 £10.25 1kg £8.50 £9.50 £11.50 2kg £10.55 £11.55 £13.55 10kg £26.75 £27.75 £29.75 Compensation for delay will not be payable; Further details of conditions of posting, including packaging and addressing requirements, and of prohibited and restricted items can be found in our ‘Our Services’ leaflet available at any Post Office® branch or on the Royal Mail website. means the licence granted to Royal Mail under section 11 of the Act on 23 March 2001 as amended on 1 April 2003, 2 November 2005 and 25 May 2006. an item shall be deemed as lost if Royal Mail has not delivered it at the place to which it is addressed by the end of the tenth working day (or the fifth working day for Royal Mail Special Delivery Guaranteed by 1pm® (not posted on account) after its due date of delivery, unless there is evidence to the contrary to demonstrate that the item has not been lost. The vast maj Additional compensation available up to £2,500 Changes to Special Delivery Guaranteed From Thursday 24 December we reinstated our temporary timed guarantees for our Special Delivery Guaranteed by 9am and 1pm services. Our postmen and women are doing a great job processing and delivering as much as they can with the reduced resource levels available. This compensation is subject to the maximum payable being the lower of the market value of the item and £20 (£50 for Royal Mail Signed For®). 1st class stamped, metered and VAT exempt account mail, including items sent using online postage; 2nd class stamped, metered and VAT exempt account mail, including items sent using online postage; 1st and 2nd class Royal Mail Signed for® mail when used in conjunction with stamped,metered and VAT exempt account products above; the names and addresses of the sender, addressee and claimant, the postage paid and method of postage e.g. This includes but is not limited to the following additional evidence: Royal Mail will require this additional evidence in respect of repeat or multiple claims by a claimant or in relation to a particular address, sender or recipient. A special £10,000 compensation coverage is also offered. This policy applies only to items posted with and delivered by Royal Mail. THE Royal Mail received more than 250,000 complaints about lost letters and parcels in the last financial year – and forked out more than £4million in compensation, according to a new analysis. A summary of exclusions where compensation will not be payable for delay is set out below. Our UK size guide is below. The sender or the recipient of the item may both claim for a lost item but only one will be paid compensation. When assessing the market value of the content of an item the value of any message must be ignored (e.g. If an item has been damaged or suffered part loss then the customer may be entitled to claim compensation, please refer to the compensation for damage or part loss policy. I had left it until the last minute, so I posted them on a Friday using the Royal Mail's special delivery next … Royal Mail will not pay compensation for delay to a redirected item under this Scheme and make a payment for a redirection failure in respect of the same incident. The annoying thing with Royal Mail compensation is they will only pay the price you paid for an item on confirmation of your purchase receipt and not on the selling price. Claims for delay must be made within 3 months of the date of posting or one month of the date of receipt. What to do if you've franked your item with the wrong date If you have a Royal Mail Mailmark® franking machine: Put a line through the incorrect date in black ink Choose Zero tes If an item does not arrive it will not be eligible for compensation for delay, but the item may be eligible for compensation under the compensation for loss policy. If they post them and they go missing they can claim what it cost them to acquire the jeans, i.e. Further details of conditions of posting, including packaging and addressing requirements, and of prohibited and restricted items can be found in our ‘Our Services’ leaflet available at any Post Office® branch, on the Royal Mail website or in the United Kingdom Post Scheme (pdf, 596.5 KB), means those services which are listed as Retail 1st Class in the table at Note 1 of the Annex to Condition 4 of the Licence, the Articles for the Blind service and the 1st Class Royal Mail Signed for™ service when used in conjunction with the Retail 1st Class services, Whatever the size of your business, see our business services and prices for sending parcels and letters. the names and addresses of the sender, addressee and claimant. All claims must supply as a minimum the following “basic evidence”. where an item that may be damaged by bending  is not packed in a strong container that will prevent the item from being bent , and marked with the words  “DO NOT BEND” on the cover or envelope above the address; where a letter contains an item that is likely to perish or decay, the letter is not marked with the word ‘PERISHABLE’ in capital letters on the cover or envelope above the address; where restricted items are not packed in accordance with further published packaging requirements; where the packaging does not comply with any other information published by Royal Mail in paper or electronic form on packing. means the licence granted to Royal Mail under section 11 of the Act on 23 March 2001 as amended on 1 April 2003, 2 November 2005 and 25 May 2006. a postal packet shall be deemed as lost if Royal Mail has not delivered it at the place to which it is addressed by the end of the fifteenth working day (or the tenth working day for Royal Mail Special Delivery guaranteed by 1pm®  (not posted on account) after its due date of delivery, unless there is evidence to the contrary to demonstrate that the item has not been lost. All documentation provided must be originals not copies. Royal Mail Group Contact us Collect a missed delivery I think my mail is lost Service updates How to make a claim. stamps, franking impression, the basis for asserting the posting details and product used (such as date of postmark, certificate of posting (if available) and for Royal Mail Special Delivery Guaranteed by 1pm® and Royal Mail Signed for® the product documentation and. With Royal Mail Special Delivery Guaranteed® you can choose to have your item arrive by 9am or 1pm the next working day, including Saturdays. If your post arrives 3 or more working days after it’s due (or 24 hours for Special Delivery) you can claim compensation … The claimant is required to provide the same evidence regardless of whether they are the sender or recipient. Select your destination country and enter the weight of your item to get started. the market value of a cheque is not its face value), 3. Drop off at a Postbox, Parcel Postbox, Post Office or Royal Mail Delivery Office. Where a postal packet is received and some or part of the content is missing. Yes you can. where alternative delivery arrangements have been agreed with the customer, including, for example, through the use of services such as Safeplace, PO Box delivery, Mail Collect and Post Restante, and the delay is caused by the customer or by the nature of the arrangements. where the claim relates to an item posted with or handled by another postal operator or third party, other than when another postal operator or third party has posted the postal packet using a Royal Mail retail service, in which case that postal operator will be regarded as the sender of the postal packet for compensation purposes, where the delay has arisen through the posting or receiving customer’s own act or omission, or. The process to be followed when making a compensation claim can be found at Compensation Claims Process. When you use Special Delivery™ Next Day you can claim compensation up to £500 or the value of the item, whichever is the lower. All references to letter stamps are at the basic weight step (up to 100g). However, Royal Mail has dramatically reduced the maximum compensation it awards for lost or damaged 1st or 2nd class post, from £46 to £20. Special Delivery Guaranteed is Royal Mail’s urgent and insured product, with guaranteed delivery by either 9am or 1pm the next day. Royal Mail’s retail policy excludes items posted on account (except VAT exempt 1st and 2nd Class payable on account) which are subject to separate terms for loss, damage and delay compensation. Find out if your letter or parcel has been delivered with Royal Mail's Track and Trace. There are several factors that determine when we'll deliver your item. Drop off at a Postbox, Parcel Postbox, Post Office or Royal Mail Delivery Office. My tracking message says it's been delivered but it hasn't been, Royal Mail Special Delivery Guaranteed by 1pm® (not posted on account), Royal Mail Special Delivery Guaranteed by 1pm® (not posted on account), Royal Mail Special Delivery Guaranteed by 1pm® (not posted on account). You can only claim compensation from Royal Mail if all the following apply: the post was sent using Royal Mail the post has been lost, damaged or delayed Although you can claim compensation from Royal Mail for something you ordered online, over the phone or in a shop, you should first try the seller of the item. The nature and extent of the compensation to be paid for delay of eligible mail items are set out below. Go. a statement in writing containing all of the basic evidence above and a declaration by the claimant acknowledging that the making of  a false statement may lead to prosecution, accompanied by the envelope of the item or part of the wrapping that includes the address and the postage stamp or mark of the parcel, in respect of which the claim is made. means for any premises the address, including the postcode, maintained by Royal Mail from time to time as corresponding to those premises in the Postcode Address File. For claims relating to Royal Mail Special Delivery Guaranteed by 1pm®, Royal Mail will require evidence of the level of compensation purchased shown on the Horizon receipt, product documentation or posting cheque book provided for business collection customers. It is currently 5.90GBP to send an item through Special Delivery. £10. Claims for items with an intrinsic value should all be made on Royal Mail’s current loss and damage claim form. Royal Mail Special Delivery? If the item is more valuable you can buy additional compensation cover up to £2,500. The table below sets out the due date and qualifying days to be used for determining when a mail item may be considered as delayed: *Claims for a refund of the Royal Mail Special Delivery Guaranteed® fee must be submitted within 14 days of posting. Select your destination country and enter the weight of your item to get started. 0.1.1 Table 1 – All retail services other than Royal Mail Special Delivery Guaranteed by 1 p.m.® (not posted on account); 0.1.2 Table 2 – Royal Mail Special Delivery Guaranteed by 1 p.m.® (not posted on account); 1 How do I submit a Royal Mail Claim for loss, damage, or delay to my item? Royal Mail will contact the claimant with the outcome of their complaint within 30 calendar days (if for any reason we are not in a position to finalise after 30 days Royal Mail will contact the customer with an update). If it's at least 3 working days late. I suspect somebody at the RM office has accidentally sent you the wrong letter - I'd write back, including copies of your receipts again, and make it clear that as the item was sent by Special Delivery you are entitled to more compensation. where an item is posted in a manner that does not comply with the provisions of the scheme relevant to its conveyance under section 89 of the Act, or is identified as containing prohibited contents as defined in the provisions of that scheme. 8. where the item is not in a suitable and reasonably strong cover or envelope appropriate to its contents that (with the exception of Articles for the Blind) is sealed or fastened securely; 9. where the item is not packaged in accordance with the requirements of the relevant schemes made under the Postal Services Act, including but not confined to: 10. where the item contains valuables (i.e. 2. where the loss has not arisen due to any wrongful act done, or any neglect or default committed by an officer, servant or agent of Royal Mail while performing or purporting to perform his functions as such in relation to the receipt, carriage, delivery or other dealing with the item; 3. where the loss has arisen due to the posting or receiving customer’s own act or omission; including but not confined to a failure to collect mail held for customer collection, for example using such services as PO Box, Mail Collect and Poste Restante, within the required timescales. Royal Mail Signed For. money and jewellery) unless posted using an appropriate Royal Mail Special Delivery Guaranteed® service within the terms of this scheme; 11. where Royal Mail has destroyed, dealt with or disposed of an item at its discretion under any section of the relevant schemes made under section 89 of the Postal Services Act or in accordance with other legislation; 12. where the item is one of the following. However, this is extremely expensive, especially if you aren't sending that much money in the first place. # For information on Royal Mail Special Delivery Guaranteed® items arriving on the due date, but after the specified delivery time go to www.royalmail.com/special-delivery. shotokan101 Distinguished Member. Evidence of posting is required. Compensation for loss will not be considered for an item that Royal Mail has not delivered or attempted to deliver until after. the date of delivery and the basis for asserting this date, the method of postage, e.g. THE Royal Mail received more than 250,000 complaints about lost letters and parcels in the last financial year – and forked out more than £4million in compensation, according to a new analysis. Compensation in respect of Condition 9 access mail items is governed by the terms of the Condition 9 access agreements. (c) for Royal Mail Special Delivery Guaranteed by 1pm® (not posted on account) the guaranteed date provided in the delivery specification. Royal Mail is scrapping its special delivery service that guarantees items posted tomorrow (Wednesday 23 December) will arrive by Christmas. Customers are strongly advised to retain a copy of all original documents submitted in support of a claim. means those services which are listed as Retail 1st Class in the table at Note 1 of the Annex to Condition 4 of the Licence, the Articles for the Blind service and the 1st Class Royal Mail Signed For® service when used in conjunction with the Retail 1st Class services. Special Delivery Guaranteed is primarily used for urgent, time-critical and valuable items and customers can choose from one of two services: Delivery by 9am (0900) or Delivery by 1pm (1300). £25. Buy postage now with Click & Drop or the Royal Mail app. Royal Mail may at any time request the regulator to suspend or modify its obligations to provide compensation for delay in relation to the retail services to such an extent, in such circumstances and for such duration as the regulator, after consultation may determine. Items sent by this service will still require a signature, but guaranteed delivery dates won't apply. 1st class stamped, metered and VAT exempt account mail, including items sent using online postage; 2nd class stamped, metered and VAT exempt account mail, including items sent using online postage; 1st and 2nd class Royal Mail Signed For® mail when used in conjunction with stamped, metered and account products above; Royal Mail Special Delivery Guaranteed by 1pm® (not posted on account); may also be eligible for substantial delay compensation if the item has not been delivered or an attempt made to deliver: Postal packets conveyed to addresses under the Royal Mail Redirection Service are eligible for compensation under the Royal Mail Retail Delay Scheme when the delay is 6+ working days after due date in the case of 1st Class, 2nd Class stamped and metered mail, Articles for the Blind products shown in the table above and 8+ working days during the Christmas & New Year period; Royal Mail Special Delivery Guaranteed® items redirected under the Royal Mail Redirection Scheme are not eligible for delay compensation under this Scheme. Royal Mail is so confident they can fulfill their guarantee that if the package does not arrive on time, they delivery is 100% free. Thread starter shotokan101; Start date Feb 8, 2013; 1; 2; Next. Thankfully it was one I got proof of posting for at the Post Office rather than drop in the local depot’s parcel postbox. Royal Mail advises customers to claim as soon as possible after an event has occurred to enable enquiries to be made promptly. (b) for 2nd Class services, the third working day following the date of posting; and where the event giving rise to the claim was caused by circumstances outside Royal Mail’s control, including exceptionally severe weather conditions, acts of terrorism and vandalism and acts of third parties with whom Royal Mail has no contractual relationship, but excluding the failure of the employees, sub-contractors or agents of Royal Mail, to provide services to or for Royal Mail as a result of industrial action by them. 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