How to submit a claim

Submit your claim online

You can submit your claim for Delay, Loss or Damage online. Please ensure you have all supporting evidence (such as receipts and photos) as you will be asked to upload these during the claim submission.

Online Postage Business Account

Submit your claim via Post

You can obtain a paper claims form from any Parcelforce Worldwide Depot or your local Post Office. Alternatively, you can request a form be sent out to you by getting in touch with us.

Once completed, you can post the form to us at the address below:

FREEPOST PARCELFORCE WORLDWIDE

Claiming for damaged property

If a Royal Mail or Parcelforce person or vehicle has caused damage to your property, please refer to the page below to so this can be investigated and resolved.

Who to Contact

For damaged parcels, see the “Submit your claim online” section above.

Providing evidence for an existing claim

If we've asked for evidence for a claim, like proof of posting, proof of value, or photos of a damaged item, the fastest way to send it is through our online form. Just use the claim reference number from the letter or email we sent you.

Provide Evidence

Cancelling a claim

Sometimes claims can be resolved before we've completed our investigation. If that happens, let us know here:

Cancel my claim

Our compensation policies provide full details of when you can claim

Items sent in the UK:

Items sent to another country:

Compensation available for International items

Important information

What we mean by actual loss

Actual loss is what the item costs you to acquire, purchase, manufacture, or repair in the case of damage.

Example of actual loss:

Mrs Smith (the end purchaser) bought a pair of jeans from a shop and paid £25 for them. If she posts them on and they go missing she can claim what it cost her to purchase the jeans, i.e. £25.
The Shop (the retailer) that sells the jeans buys them from the manufacturer for £15. If they post them and they go missing they can claim what it cost them to acquire the jeans, i.e. £15.
The Factory (the manufacturer) that supplies the shop makes the jeans for £10. If they post them and they go missing they can claim what the item cost them to manufacture, i.e. £10.

What compensation will I receive?

All compensation payments are made in accordance with our terms and conditions of carriage.

On claims for delay, a whole or proportionate refund may be paid depending on the service used. For more information, see refunds for late delivery.

For Damage, Loss or Missing Contents claims, the lowest of the cost/sale price of the contents will be used to settle a claim subject to the maximum compensation available on the service used, allowing for wear and tear and depreciation (where appropriate).

For more information on compensation entitlements, please view our enhanced compensation page.

VAT will be reimbursed in appropriate cases. Indirect or consequential costs or losses including any labour costs, loss of business, time or personal expenses are not covered. Postage costs are not refunded on damage claims. Premiums paid for enhanced compensation are non-refundable.

Any claims which overstate the value of the contents will be rejected. No payment towards the value of the contents will be made, although any relevant refund for delay payment will be made.

How is compensation paid?

All successful claims will be paid to the claimant by cheque and will be made out to a company name if you supply one. If you require a cheque in a personal name, please indicate this when submitting your claim.

All claims for our Parcelforce Business Account Customers will be paid via a credit to your account.

Requests to re-issue cheques

To request the cheque to be re-issued, please contact us and provide your claim and payment details.

Alternatively, you can contact us via email, letter or by phone at the details shown below.