I enclose correspondence about a letter that Royal Mail managed to lose in the post. Royal Mail denies my request for recompense. Could you warn your readers about this?
You had sent a first-class letter containing a ticket for a match at Lord’s and used Royal Mail’s “signed for” service, costing £2.08.
You were told by the Post Office that the item was covered for up to £50. It, however, never arrived at the London address you sent it to. You duly put in a claim for £45, which is what the ticket had cost. This was rejected.
Royal Mail enclosed a book of six first-class stamps and stressed that for anything like a ticket you should have used the “special delivery” service.
You are a member of Marylebone Cricket Club. Although there is a procedure to go through, despite being short on time you could have made a written statement as the original purchaser and acquired a replacement ticket. The cricket club said it often deals with such situations and is happy to help where it can.
However, I understand from you that there were logistical obstacles which stopped you doing this. Royal Mail said it is sorry it has not been able to carry out a detailed search for the ticket, as items going via the “signed for” service are only scanned when they are handed in at a Post Office and then again when they are delivered.
The ticket will have travelled with normal first and second-class mail until the point of delivery. Further to my involvement, Royal Mail is now liaising with Post Office branches to clarify how the service works and what, if any, compensation might be paid. Royal Mail has now paid you £45 as goodwill. You are giving this to charity.
Royal Mail said: “Although we do not usually consider compensation for lost tickets sent by untracked mail, we acknowledge the level of inconvenience and concern caused.”
The Post Office said: “Whilst it is correct that first-class 'signed for' delivery provides customers with insurance of up to £50, this unfortunately does not apply to cash or tickets, and we are very sorry if this was not made clear to our customer at the time.”