She sent off the pack last summer, keeping photocopies and receipt of postage. But then closed borders overseas stalled the delivery chain. “After a few more weeks the parcel was still in the UK so I asked for it to be returned. But I was told it was not possible as it was in the sorting system,” says Lucy,18.
“It didn’t arrive so I kept waiting. In February I was told I had run out of time to make a complaint. This has been so stressful.”
Crusader flagged up Lucy’s struggles and she has been sent a reimbursement goodwill gesture.
++ If you’ve been affected by this issue or feel you’ve been a victim of injustice, please contact consumer and small business champion Maisha Frost on [email protected]
Apologising for the hassle she had had, Royal Mail also advised: “When sending personal and confidential documents abroad, Royal Mail’s International Tracked & Signed is the service we would recommend. However, some postal services don’t offer tracking and thus the Tracked & Signed service can’t be used.
“In these instances, we would recommend our International Signed service, which is tracked up until the item leaves the UK. With both services, there is the opportunity to pay for extra compensation to insure items for up to £250.”
Lucy’s name has been changed