Empty Envelope on delivery-Royal Mail

[CromfordGreyhound]

Hello ladies

Can anyone suggest my first move for the following issue;

I sent a parcel-(cardboard envelope type thing) to a family friend in early December. Just before Christmas she wrote and told me her postman had been about to deliver the item when he/she noticed the parcel was empty. Fortunately the recipient was at home when this happened. The postie said they would return it to the local sorting office who would then get in touch with me about the missing contents.

Today the empty envelope has been returned to me with a general Royal Mail sticker on. Two boxes have been ticked saying 'refused' and 'not called for'. Neither of these are true and I have the letter from the intended recipient outlining what she was told.

It wasn't a high value item-£12 approx- and the brown tape which has been used to reseal the parcel is a different shade to the original one I used. I send quite a few parcels and have not had this happen before.

Do any MN have any wise words or advice as to my first step or is it pointless trying to get a resolution from Royal Mail?

Thank you

Is the parcel empty? I received a damaged parcel once and if I recall correctly it had been re-taped up where it had split open but I seem to remember that there was also a sticker on it that said it had been damaged. Seems odd to have it returned re-taped but without anything stating what’s happened.

Was the parcel sent tracked or insured? If not unfortunately I’m not sure there is much you can do although probably worth contacting the post office if the parcel is empty as if it was simply refused as the label says it wouldn’t have been empty.

Royal Mail Online claim form.

Just an update for anyone else having similar problems. Thanks to @goingtotown I did complete the online claim form on Royal Mail's website and sent evidence of the parcel having come open.

This morning, to my surprise , the postie brought a cheque plus a letter of apology acknowledging RM's failure at delivering my parcel and its contents.

I didn't hold out much hope of making progress with the claim but it really was worth it and only took 3 weeks. Now just need a bank to be open to pay the cheque in

Thanks again to those who replied to my intial query

Seems like most banks are open until 2.30pm at present, at least in my area.

I think you can scan low value cheques in though?

That's good news @CromfordGreyhound it's good you got sorted

If you have online banking then you can often take a photo of the cheque to pay in

Alternatively some cashpoints can be used to make deposits as well

I am glad you have had a result.

I work in a sorting office and unfortunately, goods do sometimes escape from their packaging during transit. Loose, unidentified items are handed to customer services so it is always worth given them a ring to see if they have the item.

That's a great result, OP!

@CromfordGreyhound That’s good news you’ve got a cheque.
The few banks that remain are open in my town.

You can normally pay any cheque in at your Post Office....if you have one nearby.

Thanks ladies for all your helpful suggestions.

Lockdown where I live is being lifted on Monday so I should have no problems paying the cheque in then. I do appreciate all your advice on this thread.

Sadly this hiccup meant my family friend was without a Christmas gift in 2020 but my faith in Royal Mail is now restored.