Help and advice

Claiming Compensation or Refunds

On this page:

Important Information

We can only accept claims from the company or individual who have directly paid Parcelforce Worldwide for the service used. If you have used our services through a parcel broker your claim must be submitted to the company used, not to Parcelforce Worldwide. Please keep your postage receipt and any relevant documentation for each parcel you send. For loss or damage claims, including claims for missing contents, a receipt (or similar proof of value) for the contents will also be required. To process claims made for items purchased using an auction website, the auction reference number and final receipts of purchase (proof of transaction or payment) must also be provided.

How do I submit a claim online?

You can make a claim online by registering on our claims portal. You only need to register the first time you make a claim.

Once your registration request is validated by our claims office, you will then be able to login to submit additional claims, upload documentation to support your case and review the progress of your claim(s) at any time.

Click on the link below to submit your claim.

https://claims.parcelforce.com

How do I submit a claim by post?

You can also claim using a paper claim form. Just print off the claim form (click here to download) and return it to us at:

Parcelforce Worldwide Claims Centre
PO Box 491
Wakefield
WF1 9AP

Alternatively, you can obtain a paper claim form from any Post Office Branch or Parcelforce Worldwide depot

How do I submit a claim by email?

Email a copy of the completed claims form to parcelforce.claims@parcelforce.com

What are the deadlines for submitting claims?

Claims must be submitted within the following timescales:

  • 30 days of despatch for all UK services
  • 15 days of despatch for globalexpress
  • 30 days of despatch for irelandexpress and globalpriority
  • 120 days of despatch for globalvalue and HM Forces

How do claim for damage, loss or missing parcels?

If a claim is made for damage, the recipient must keep all packaging and any damaged items for inspection until the claim is resolved. Collection of the item may be arranged before settlement of the claim. We may also contact the recipient of the parcel and ask them to complete a damage questionnaire and/or photographs of the item and the packaging. If a claim for loss or disputed delivery is made, the recipient may be asked to confirm that the item was not delivered.

What supporting information do I need to provide?

To progress a claim, we may require further information or additional evidence from you, such as receipts or photos of the item and/or packaging. Any information requested by Parcelforce Worldwide must be provided within 21 days. If the information requested is not received within this timescale, Parcelforce Worldwide reserves the right to close the claim. If you have an issue providing the information requested, do not hesitate to contact us so we may discuss this with you.

How much 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?

With the exception of Parcelforce Worldwide contract customers, all payments made on claims are paid by cheque.

Payments will be paid in a company name if you supply one. If you require a cheque in a personal name, please indicate this when submitting your claim.

How do I request a cheque to be re-issued?

If there is an error in a claim application that results in the need to re-issue a cheque in an alternative name or address, an administration charge of £10.00 may be deducted from the claim payment.

To request the cheque to be re-issued, please log into your claims portal and send a message to us making the appropriate request. For help using our claims portal, visit our claims portal FAQs page.

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

How do I contact the Parcelforce claims team?

Online

In the first instance, you should send us a message via the online claims portal. If you need help on how to do this, see the following help guide.

Email

You can email us via parcelforce.claims@parcelforce.com. Please note, if you have submitted your claim via our web portal, we cannot provide assistance to you via email.

Post

You may write to us at the address below:

Parcelforce Worldwide Claims Centre
PO Box 491
Wakefield
WF1 9AP

Telephone

You can call the office between the hours of 8am and 6pm on 01924 294 280.

How can I submit an appeal

If you are unhappy with the decision reached on your claim, you can submit an appeal within 30 days of the initial decision of the claim.

Appeals must be made in writing and include any additional evidence (such as photos or receipts) to support your case. Ensure you have fully explained and articulated the points you want the appeals manager to consider when reassessing your claim.

In your appeal, consider providing some mitigating reasons in your appeal why you feel the claim should not have been declined. Provide as much detail as to the reasons why you believe the claim is valid. Additionally, include any discussions you have had with our staff.

The more detail you provide in your response gives the Appeals Manager a better understanding of your argument.

Submit your appeal online

Please log into your claims portal and send a message with your appeal. You can upload any receipts or supporting evidence to be considered with your appeal. For a reminder on how to send a message, click here.

By Post

You can send your appeal in writing to the address below. Please ensure you have attached any receipts or supporting evidence to be considered with your appeal. Please remember to provide your claims reference number on all correspondence.

Parcelforce Worldwide Claims Centre
PO Box 491
Wakefield
WF1 9AP

By email

You can submit your appeal by email (parcelforce.claims@parcelforce.com). Please ensure you have attached any receipts or supporting evidence to be considered with your appeal. Please remember to provide your claims reference number on all correspondence.

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