Royal Mail has a strict deadline for claiming compensation on damaged or partly missing post, and customers who miss it could lose their right to a payout. Claims for damage or part loss must be made within 80 calendar days of the date the item was posted, but there is a shorter 30-day deadline for Royal Mail Tracked 24 and Tracked 48 items.
What happens if you miss the deadline?
Royal Mail says it has no legal liability for a loss if the relevant deadline has passed by the time a claim is made. It also advises customers to submit claims as soon as possible after the problem occurs so enquiries can be carried out promptly.
Not every damaged item will automatically qualify for compensation. Royal Mail says compensation may be available where an item has suffered damage that materially affects its function or contents as a result of being sent through the post. Cosmetic damage to an envelope or packaging is excluded, and compensation can be refused if the item was not packaged properly, meaning customers may need to show it was suitably protected for normal handling during transit.
What you need to make a claim
- Act within the deadline: Claims for damage or part loss must be made within 80 calendar days of posting, or within 30 days for Tracked 24 and Tracked 48.
- Keep the packaging: Royal Mail says customers must retain the damaged item, its contents and packaging because they may need to be inspected.
- Keep evidence of posting: A certificate of posting and other accepted documents can be used as evidence, depending on the service used.
- Show the value of the contents: Depending on the claim, Royal Mail may require evidence such as receipts, invoices, bank statements or repair costs.
Damage vs. loss and who can claim
There is an important distinction between damage and complete loss under Royal Mail's policies. An item that has disappeared entirely is dealt with under its separate compensation policy for loss rather than the damage and part-loss rules.
Both the sender and recipient can make a claim for a damaged item, although Royal Mail says only one person will receive compensation. If both make a claim, it will normally process the sender's claim unless compensation has already been paid to the recipient.
For eligible retail services other than Special Delivery Guaranteed by 1pm, the amount available can depend on the evidence supplied and the value of the item. Royal Mail's policy states that, where additional evidence is provided, compensation for actual loss is subject to the lower of the item's market value and the applicable maximum, which can be £20 for many services.
