How to claim for Inland items (posted to UK addresses)
The simplest way to make a claim for loss, part loss, damage or delay to a letter or parcel posted to an address in the UK is via our online claim form. Alternatively you can submit it by completing a 'Lost, damaged or delayed inland mail claim form' known as a P58.1 Before submitting a claim please read the below carefully.
When to claim
- We cannot accept a claim for loss unless 15 working days or more have passed since the item was due to be delivered (10 working days for Royal Mail Special Delivery Guaranteed by 1pm™ items).
- Claims for loss, part loss or damage must be made within 80 calendar days of the date they were posted.
Claims for delay must be made within 3 months of posting by the sender or 1 month of receipt by the recipient.
Information you'll need to give us
The claim form should be completed with as much detail as possible. The minimum information required to submit a claim is:
the names and addresses of the sender, addressee and claimant
the Royal Mail product used
the amount of postage paid and method of payment (e.g., stamps, Franking, Online Postage, etc.)
place of posting
date of posting
the basis for asserting the posting details and product used – such as date of post mark, Certificate of Posting and for Royal Mail Special Delivery Guaranteed by 1pm™, Royal Mail Signed For™ the product documentation
detailed description of the contents and packaging (for loss and damage)
date the item was delivered (for part loss, damage and delay)
For damage and part loss claims the damaged contents and all the packaging must be retained and presented to Royal Mail upon request.
The claim should also include any available supporting information/evidence relevant to the claim;
• Evidence of posting with Royal Mail2
• Evidence of the item’s value (for loss, part loss & damage claims only)3
• Royal Mail needs to ensure that unwarranted claims are not made and as such it retains the right to request further information from the claimant and to refuse claims that it suspects are unwarranted
*If claiming for the actual cost of items that have been damaged or have part of their contents missing, you should provide the original packaging and item. However, if these are very large or unsafe to post you may provide photographic evidence - but please don’t dispose of the originals as we may need to inspect them. We also recommend that you photograph the item and packaging before posting them to us. If all of the packaging and contents are not provided or retained, compensation may not be paid.
If you're not completing your claim online the signed and dated completed claim form, along with the supporting evidence, should be sent to the Freepost (no postage required) address shown below or handed in at any Post Office®.
• Royal Mail will provide the customer with a unique reference number for their claim.
• Royal Mail will carry out checks and enquiries to establish 1) that the item was posted with Royal Mail and 2) the cause of the loss, part loss, damage or delay. This may involve requesting additional documentation/information from either the sender or recipient of the item or inspecting the packaging and item in question.
• Royal Mail will take in to account any findings and the compensation policy for the product used to determine how much, if any, payment is due.
• If both the sender and recipient of the item make a claim for compensation then the right to claim shall lie with the sender unless compensation has already been paid to the recipient.
• Where compensation for the full value of an item, in its pre-damaged condition, has been paid we are not obliged to return the item to you and may deal with or dispose of it as we see fit. In instances where the repair value only has been paid as compensation for the damage, the item will be returned to the claimant.
• If a customer is not satisfied with the process, they can have their case reviewed. View the complaints process.
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.
How to claim
If you're claiming for an item sent to a British Forces Post Office (BFPO) address you should download, print and complete our downloadable claim forms below, sending it to the address on the form.
The simplest way to report the loss, damage or delay of a letter or parcel is by completing our online claim form. Note: this form should be completed in English only and should not be used for items sent to a BFPO address.
Apply by post
If you're not applying online, download, print and complete and one of the following forms (also available from any Post Office® branch):
When completed in full, the signed and dated claim form and all supporting evidence should be sent to:
Royal Mail Customer Services
PO Box 740
1Completion of a claim form is the preferred method for submission, using the correct form will assist in your claim being processed as quickly and effectively as possible.
2Any supporting documentation must be the original (the Customer should keep a copy for their records).
3This evidence must show what it cost the claimant to acquire, purchase or manufacture the original item (or repair in the case of damage).
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Find out about our claims process for loss,damage and delay for inland (UK) itemsRead the full article