Question: 
Making a claim if you pay by a Business account
Answer (teaser): 

We aim to deliver your items within a set period of time, depending on the service you have used. If your item has been lost or damaged, you may be eligible to claim compensation for this.

We aim to deliver your items within a set period of time, depending on the service you have used. If your item has been lost or damaged, you may be eligible to claim compensation for this.

Find out more below about what you can claim for and when you can make a claim.
 

What you can claim for

Service Compensation available Claim timescales
Untracked services (including International) No loss or damage compensation is available for untracked contract services posted using a Royal Mail account (excluding VAT exempt 1st and 2nd class, VAT exempt Royal Mail Signed For®, International Standard and Economy posted on account*)

No compensation for consequential loss.
N/A
Royal Mail Tracked® Compensation based on actual loss (or cost to repair in the case of damage), where evidence of posting and value are provided, up to the maximum of £50 or the market value whichever is the lower of these.

No compensation for consequential loss.
Claims must be made within 80 days of the date of posting
Special Delivery Guaranteed by 1pm™** Compensation based on actual loss (or cost to repair in the case of damage), where evidence of posting and value are provided, up to the maximum of £500 or the market value whichever is the lower of these. Enhanced compensation is available at the time of purchase for £1000 or £2500* at an additional cost. 

We will also refund the Special Delivery Guaranteed fee if your item arrives later than the due delivery time.

No compensation for consequential loss unless consequential loss cover purchased.
Claims must be made within 80 days of the date of posting
Special Delivery Guaranteed by 9am™** Compensation based on actual loss (or cost to repair in the case of damage), where evidence of posting and value are provided, up to the maximum of £50 or the market value whichever is the lower of these. Enhanced compensation is available at the time of purchase for £1000 or £2500** at an additional cost.

We will also refund the Special Delivery Guaranteed fee if your item arrives later than the due delivery time.

No compensation for consequential loss unless consequential loss cover purchased.
Claims must be made within 80 days of the date of posting
International Signed,
International Tracked,
International Tracked and Signed
 
Compensation based on actual loss (or cost to repair in the case of damage), where evidence of posting and value are provided, up to the maximum of £50 or the market value whichever is the lower. Enhanced compensation up to £250 is available at the time of purchase at an additional cost.

No compensation for consequential loss.
Claims must be made by the sender within 6 months of the date of posting

 
*Compensation arrangements for these services are included in the United Kingdom and Overseas Post Schemes. More information on available compensation can be found at royalmail.com/personal/help-and-support

**We will not pay for loss or damage to any single item where the total value of the contents is more than £2,500. For more information please refer to the terms and conditions of the service.
Actual loss is what the item cost you to acquire, purchase or manufacture (or repair in the case of damage)

Below is an example of actual loss:
Mrs Smith (the end purchaser) bought a pair of jeans from a shop and paid £25 for them. If she posts them on and they go missing she can claim what it cost her to purchase the jeans, i.e. £25.
The Shop (the retailer) that sells the jeans buys them from the manufacturer for £15. If they post them and they go missing they can claim what it cost them to acquire the jeans, i.e. £15.
The Factory (the manufacturer) that supplies the shop makes the jeans for £10. If they post them and they go missing they can claim what the item cost them to manufacture, i.e. £10.
 

When to claim

 
For items sent within the UK

We cannot accept a claim for loss unless 10 working days or more have passed since the item was due to be delivered (7 working days Royal Mail Tracked items and 5 working days for Special Delivery Guaranteed). 

Working days are Monday to Saturday excluding Public and Bank Holidays (Monday – Friday for Special Delivery Guaranteed)

Claims must be made within 80 days of the date they were posted.

We usually provide a full response to claims within 30 days of receiving them, so please allow us this time to investigate before contacting us again.

**Claims for Special Delivery Guaranteed™ fee refunds, for items delivered after the specified delivery time must be made within 14 days of posting.

Please Note: If you have added Royal Mail Signed For™ to a service and we are unable to provide a copy of the signature or proof of delivery (except where this was due to a refusal to provide one on delivery) then we will refund the Royal Mail Signed For™ service fee, but not the underlying postage paid for the service. All claims for a refund of the fee must be made within 3 months of the item being posted.

For items sent abroad
We cannot accept a claim for loss unless at least 20 working days (for items posted to Europe) or 25 working days (for items posted to the rest of the world) have passed since the item was due to be delivered. All claims must be submitted by the sender within 6 months of posting the item. Once we receive your claim we may contact the Foreign Postal Administration as part of our investigation, so please allow up to 90 days for us to investigate and respond fully before contacting us again.
 

Make a claim

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Making a claim if you pay by a business account
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Making a claim if you pay by a Business account

We aim to deliver your items within a set period of time, depending on the service you have used. If your item has been lost or damaged, you may be eligible to claim compensation for this.

Find out more below about what you can claim for and when you can make a claim.
 

What you can claim for

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