Lost and damaged items

At Post Office, along with our Royal Mail partner, we do everything we can to make sure your post gets to you safely and on time.

But sometimes things go wrong. We have a range of services that include compensation for loss, damage and delay.

Overview

Complaints, claims and compensation

If an item you’ve posted using Royal Mail or Parcelforce Worldwide has been lost, damaged or delayed, you may be able to claim compensation – as long as you’ve met the conditions of posting.

View full details of Royal Mail's compensation policy for UK and international items and Parcelforce Worldwide's policy.

Find the best service for you

  Standard compensation  If you bought enhanced
compensation    
Sending in the UK
First Class
Second Class 
Signed For® 1st Class
Signed For® 2nd Class
Up to £20
Up to £20
Up to £50
Up to £50
Not available
Parcelforce Worldwide services

express9, 10, AM: Up to £200

express24: Up to £100

express48: Up to £100

expresssunday: Up to £100

Up to £2,500 per consignment
Special Delivery Guaranteed® Royal Mail Special Delivery Guaranteed by 9am®:
Up to £50 compensation for damage, loss or delay.
Up to £2,500
Royal Mail Special Delivery Guaranteed by 1pm®:
Up to £500 compensation for damage, loss or delay.
Sending abroad
International Standard Up to £20 Not available
International Tracked and Signed Up to £50 Up to £250
Note - if you’re sending money,
the maximum compensation 
is £100
International Tracked Up to £50 Up to £250
Note - if you’re sending money, 
the maximum compensation 
is £100
International Signed Up to £50 Up to £250
Note - if you’re sending money,
 the maximum compensation 
is £100
International Economy Up to £20 Not available
Parcelforce Worldwide International services globalexpress:
Up to £200
Up to £2,500
globalpriority:
Up to £100
globalvalue:
Up to £100
Up to £500
globaleconomy:
Not available
Not available

Complaints, claims and compensation

If an item you’ve posted using Royal Mail or Parcelforce Worldwide has been lost, damaged or delayed, you may be able to claim compensation – as long as you’ve met the conditions of posting.

View full details of Royal Mail's compensation policy for UK and international items and Parcelforce Worldwide's policy.

Find the best service for you

  Standard compensation
Sending in the UK
First Class
Second Class
Signed For® 1st Class
Signed For® 2nd Class
Up to £20
Up to £20
Up to £50
Up to £50
Express Parcels 

express 9, 10, AM: Up to £200

express24: Up to £100

express48: Up to £100

expresssunday: Up to £100

Special Delivery Guaranteed® Royal Mail Special Delivery Guaranteed by 9am®:
Up to £50 compensation for damage, loss or delay.
Royal Mail Special Delivery Guaranteed by 1pm®:
Up to £500 (£10,000 for consequential loss)
Up to £500 compensation for damage, loss or delay.
Sending abroad
International Standard Up to £20
International Tracked and Signed Up to £50
International Tracked Up to £50
International Signed Up to £50
International Economy Up to £20
Parcelforce Worldwide International services Global Express:
Up to £200
Global Priority:
Up to £100
Global Value:
Up to £100
Global Economy:
Not available

 

  If you bought enhanced
compensation    
Sending in the UK
First Class post
Second Class post
Signed For® 1st Class
Signed For® 2nd Class
Not available
Express Parcels  Up to £2,500 per consignment
Special Delivery Guaranteed® Up to £2,500
Sending abroad
International Standard Not available
International Tracked and Signed Up to £250
Note - if you’re sending money,
the maximum compensation 
is £100
International Tracked Up to £250
Note - if you’re sending money, 
the maximum compensation 
is £100
International Signed Up to £250
Note - if you’re sending money,
 the maximum compensation 
is £100
International Economy Not available
Parcelforce Worldwide International services Up to £2,500
Up to £500
Not available

 

Wrongly delivered

Wrongly delivered post

Your address but a different name?

  • If their address is nearby, just pop it in their letterbox 
  • Mark the item with "not known at this address" and repost it in any Postbox.

Every now and then, you might receive post with the right address, but someone else’s name. 

Just cross out your address and write ‘Not known at this address’ on the envelope and repost it. If there’s a return address, circle that too.

If you keep getting someone else’s post, get in touch with Royal Mail.

Ready to send? Pop down to your local branch