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How to claim for delayed, damaged or lost items

You can only claim compensation from Royal Mail if you have a proof of posting. This can be:

• your receipt for recorded delivery (the item has to be signed for)
• your receipt for special delivery (the item will arrive by 9.00 am or 1.00 pm the following day)
• a proof of posting receipt for first or second class post – you must ask for this when you post your items

You have to submit compensation claims to Royal Mail within 12 months of posting the item.

To make a claim for compensation you will also need:

• the delivery details (the name and address on the item)
• a description of the item and evidence of its value, eg a shop receipt
• a description of the item’s postal packaging and its condition, plus the postmark date if the item has been damaged in the post

If you have used a different mail delivery company, eg a courier, and want to make a claim, you will need to check their terms and conditions. You can do this on their website or by contacting them.

If you order something over the phone, by mail order or online and it doesn't arrive, you should make a claim against the trader.

• Internet, mail order and telephone shopping

• Contact details for mail delivery companies Opens new window

When you can't claim compensation from Royal Mail

You can’t claim compensation if:

• your post was wrongly addressed
• you didn’t pay enough postage
• the packing wasn't good enough to keep the item secure and safe
• you posted money or jewellery and didn’t use special delivery
• your item was damaged because of severe weather conditions
• an act of terrorism or vandalism delayed the post or damaged your item
• the items you posted are illegal
• the items are restricted, eg aerosols or batteries, and you didn't check with Royal Mail before sending them through the post

What compensation you may get from Royal Mail

Compensation for standard or recorded delivery

Compensation for items sent first or second class or by recorded delivery is limited to:

• a refund of the postage paid
• compensation for the minimum value of your item

This means you won’t get compensation for any extra expenses you might have had, eg to replace the item.

Special delivery

If you used special delivery, you can get compensation if the item is lost, damaged or delayed.

If the item is lost or damaged, you can get a refund of the postage paid plus:

• compensation for the minimum value of your item
• up to £50 for the 9.00 am service
• up to £500 for the next day (by 1.00 pm) service

The compensation you get will be whichever is the lower amount.

If the item is delayed, you can get a refund of the postage paid. For the next day service, you can also get:

• £5 if the item is delivered one working day later
• £10 if the item is delivered more than seven working days late

When sending an item special delivery you can buy insurance for ‘consequential loss’.

This means if your item is damaged or lost in the post, you can claim for extra costs above the value of the item. For example, you could claim for the cost of a hotel room if you needed to stay overnight because your airline tickets were lost in the post.

Compensation for items sent by air

Compensation for items sent by airmail or Airsure is limited to:

• up to 100 first class stamps
• compensation for the minimum value of your item

The compensation you get will be the lower of these two amounts.

Airsure items are sent by air and receive priority over other items sent by other services, for example airmail.

If you send your item Airsure, you can buy compensation insurance from the Post Office. If you bought compensation, you can get up to £500 if the item is damaged or doesn’t arrive at its destination.

Making a complaint about postal services

If you have a problem with your post, you should complain to the company that provided the postal service.

If your complaint or claim for compensation can’t be resolved, Royal Mail or the mail delivery company may issue a ‘deadlock notice’. This means you can ask the Postal Redress Service (POSTRS) to investigate your case.

For advice on how to resolve a complaint about post, contact Consumer Direct, the government funded advice service.

• How to make a complaint

• Complain to POSTRS Opens new window

• Contact Consumer Direct

More useful links

• Protect yourself against scams

• Internet, mail order and telephone shopping

• Consumer rights - an introduction