Lost money due to Royal Mail

[Negomi]

Our neighbours moved out and had their post redirected to relatives - Royal Mail wrongly sent some of my mail as well, for several weeks. This included bank statements, credit card and utility bills - sent to and opened by people I do not know. They have returned it to me, but due to delay I have been charged over £60 for late bill payments and interest.

Royal Mail will not refund me any money saying they are legally not responsible for content of mail, but have sent a letter of apology. I feel this was not just accidentally lost mail- they deliberately stuck labels over my address and sent my personal and financial details to other people - some envelopes were clearly marked with banks name. I have complained re data security/possible credit rating affected/ loss of money through no fault of my own, but they refuse to refund.

I will complain again, but do I stand any chance of getting something back? Has anyone any advice how I can argue my case please?

[spudqueen]

This is from the Royal Mail website
http://www.royalmail....ce/complaints-process

[Negomi]

Thanks, that is quite a clear site, I am trying to compose my case for the "escalated complaint" stage. I think they are being unfair. Has anyone else here been through this process?

[factor-fiction]

I suggest the priority at this stage is to write to your credit card and utility companies enclosing a copy of the correspondence with the Royal Mail and asking them to remove any late payment/interest charges, as I think there's a reasonable chance they will agree.
And of course you should then follow the Royal Mail complaints procedure

[Negomi]

I will do that, and check credit reference. Do you know I really thought Royal Mail would sort it, I must be very oldfashioned thinking companies would be fair and reasonable. Intend to use online/telephone banking and send email birthday/xmas cards in future.

[jules77]

The only problem you will have is the credit card companies will say you could have telephoned them to arrange your monthly payment to avoid a late payment fee. Things get lost in the post all the time.

[Negomi]

Just an update - my bank NWest said they will refund fines and interest, I am so pleased! Royal Mail have not even replied to my next letter.

[vulcan]

Negomi, they've probably lost it. The Christmas card sent by my Brother arrived last week, it was post marked 13th of December so goodness knows where it's been resting.