Hi all - I'm a customer looking for some informal help to understand what is happening.
A Special Delivery item has gone astray: I've been told by Royal Mail Customer Service that it left Liverpool mail centre on Wednesday evening and should have arrived at Glasgow mail centre overnight. But it didn't and they say they cannot now track it. The tracking system simply says 'in transit to Glasgow'. They told me the 'whole bag' is missing. The manager rung both Glasgow and Liverpool mail centres and they didn't have any knowledge of it.
Can anyone explain what this means, suggest what might have happened and give me any inside info as to how likely it is that it will turn up? It's passports and we're hoping to travel early next week so would really like to see them soon! How often does this kind of thing happen with Special Delivery?
Any advice and info really appreciated!
Thanks.
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Special Delivery Lost Item - Advice wanted
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For help with tracking please see...HERE
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For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
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marty06
- Posts: 1
- Joined: 18 Dec 2009, 17:30
- Gender: Male
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westlondonpostie
- Posts: 559
- Joined: 15 Jun 2009, 19:19
- Gender: Male
- Location: Close to the edge
Re: Special Delivery Lost Item - Advice wanted
If a whole bag has gone missing, chances are it's been dispatched to another Office by mistake, keep checking the on the Royal Mail website after entering in your item number in the tracking box to see if it has turned up in you Delivery Office. 
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coxie
- EX ROYAL MAIL
- Posts: 1336
- Joined: 09 Oct 2009, 14:57
- Gender: Male
Re: Special Delivery Lost Item - Advice wanted
in any case if your special delivery is late you can claim compensation as they have not lived up to thier guarantee.
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marty06
- Posts: 1
- Joined: 18 Dec 2009, 17:30
- Gender: Male
Re: Special Delivery Lost Item - Advice wanted
Thanks - I will keep checking and call up my local delivery office tomorrow morning. Unfortunately, the track and trace is just saying 'this item is progressing through our network', but it's been saying that since 1pm yesterday and the Royal Mail manager I spoke to (who seemed to have more detailed tracking info) said that it had disappeared from the tracking system. I don't think I can claim compensation because I wasn't the sender (it was being sent to me) so it will be up to the sender (the Home Office). Unfortunatley the Home Office say they can't do anything until 28 days. They also say that it's up to me to claim compensation from Royal Mail, but I'm going to contest that because I think it is always the sender who is responsible for the item until the point the recepient has signed for it and taken possession. Even if I can make a claim for compensation, I think it can only be up to £500 and the items are worth more than that, so I am going to push the Home Office to take responsibility.
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marty06
- Posts: 1
- Joined: 18 Dec 2009, 17:30
- Gender: Male
Re: Special Delivery Lost Item - Advice wanted
The last item that I posted about back in December turned up about a week late.
But here's the thing. I've just had occassion to send special delivery and it has got lost again.
It is going to the same government agency that the last SD got lost on its way back from to me. It has got stuck at the same mail delivery centre. Is this common? Is there something more sinister going on with someone intercepting sensitive data (e.g. passports etc.) going to and from a government office?
I've been told it is incredibly rare for SD to get lost, so it seems doubly rare for something to get lost twice at the same place within less than a year....
Even if not sinister, could it be that a certain mail centre does SD badly? Or am I just incredibly unlucky?
Any thoughts?
But here's the thing. I've just had occassion to send special delivery and it has got lost again.
It is going to the same government agency that the last SD got lost on its way back from to me. It has got stuck at the same mail delivery centre. Is this common? Is there something more sinister going on with someone intercepting sensitive data (e.g. passports etc.) going to and from a government office?
I've been told it is incredibly rare for SD to get lost, so it seems doubly rare for something to get lost twice at the same place within less than a year....
Even if not sinister, could it be that a certain mail centre does SD badly? Or am I just incredibly unlucky?
Any thoughts?