Claiming Compensation or Refunds

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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.

Claims for parcels booked online via parcelforce.com

Submit your claim online

If you have booked your parcel via parcelforce.com, please follow the link below where you can message our live chat advisors, who will guide you through the claims process. Support is available 24 hours per day, 7 days per week.

You will then need to log into your posting account to provide details of your claim. Please click here to chat to one of our advisors.

Claims for parcels booked by telephone, paid for at a Post Office Branch, Parcelforce Worldwide depot or for customers who hold a Parcelforce Business Account (Contract Customers)

Submit your claim online 

You can submit your claim via our claims portal. Please ensure you have all supporting evidence (such as receipts and photos) as you will be asked to upload these during the claim submission.

Submit your claim online

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 as at the address below:

Parcelforce Worldwide Claims Centre 
PO Box 491 
Wakefield 
WF1 9AP

Claims for HM Forces Deliveries

Due to the sensitive nature of parcels being sent to British Forces, we cannot accept claims for BFPO consignments. Please send your requests to:


BFPO Enquiries 
British Forces Post Office 
West End Road
Ruislip
HA4 6DQ

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

Additional Information for Damage, Loss or Missing Contents Claims

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.

Providing Supporting Information

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.

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?

If you have paid for your parcel via parcelforce.com, claims may be refunded to your card or a credit made to your posting account.

Claims for items posted from a Post Office Branch or a Parcelforce Worldwide depot will be 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.

All claims for our Parcelforce Business Account (Contract Customers only) 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.

How to contact us about your claim

If you posted your parcel online via parcelforce.com

If you have booked your parcel with us online, please follow this link to message one of our live chat operators, who will be able to discuss your claim immediately.

Support via our live chat is available 24 hours per day, 7 days a week.

Live Chat

If you posted your parcel via a Post Office Branch, Parcelforce Worldwide depot, or if you are a Parcelforce Business Account (contract Customer)

You can speak with the claims team via Live Chat. Alternatively, you can also email your enquiry to parcelforce.claims@parcelforce.co.uk.

You may also write to us at the address below:

Parcelforce Worldwide Claims Centre
PO Box 491
Wakefield
WF1 9AP

How to 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 an appeal for items booked online via parcelforce.com

If you have booked your parcel with us online via parcelforce.com please follow this link to message one of our live chat operators, who will be able to discuss your claim immediately. Support via our live chat is available 24hours, 7 days a week.

 
Submit an appeal for items posted via a Post Office Branch, Parcelforce Worldwide depot, or if you are a Parcelforce Business Account (contract Customer)

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 submit your appeal by email (parcelforce.claims@parcelforce.co.uk). 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.

Claiming Compensation or Refunds

Listing Title: 
Making a compensation claim

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