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On 18th December 2025 my wife used our local post office counter in Greater Manchester to send three parcels containing gifts to our three granddaughters in Cambridgeshire. At the time of posting she was advised by the counter staff to use their "next day delivery* service to ensure that the parcels would arrive before Christmas day. She agreed to this and was asked to provide details on the parcel contents and their value which she duly did and noted the staff member entering details on their computer system. She paid the postage charges requested and received a Post Office Ltd receipt and Horizon Certificate of Posting.
Two of the parcels were delivered the following day but the third parcel had still not been delivered by Christmas eve so my wife went into the post office to see if they could help trace the parcel. She was informed by the counter staff member that the item had been sent using the DPD parcel courier service and that she should take the matter up with them.
After many phone calls and email communications with DPD the parcel has not been located and DPD are no longer responding to emails. My wife sent an email to DPD on 26th January detailing the contents of the parcel and their value (as had been requested by DPD) explaining that as there had been no progress in tracing the parcel, she had now re-purchased the same gifts and had them delivered to our Granddaughter. She therefore no longer required the missing items but did need to be compensated for her total losses which she detailed and which amounted to £135.85.
DPD did not respond to this email so she sent another email on 12th February informing DPD that she had taken legal advice and that the service with which she has been provided was deficient and that she had been advised to make a claim for compensation under sections 49 and 52 of the Consumers Right Act 2015, and that she was entitled to damages pursuant to section 54 of the CRA for the consequential losses she had suffered, in this case £135-85. DPD have not responded.
My question is, should she not be making the claim against The Post Office as it was with them that she made the contract to deliver the parcel, not DPD, and if so to whom and how does she send a Formal Letter of Complaint and claim for compensation under the CRA.
Many thanks.
Two of the parcels were delivered the following day but the third parcel had still not been delivered by Christmas eve so my wife went into the post office to see if they could help trace the parcel. She was informed by the counter staff member that the item had been sent using the DPD parcel courier service and that she should take the matter up with them.
After many phone calls and email communications with DPD the parcel has not been located and DPD are no longer responding to emails. My wife sent an email to DPD on 26th January detailing the contents of the parcel and their value (as had been requested by DPD) explaining that as there had been no progress in tracing the parcel, she had now re-purchased the same gifts and had them delivered to our Granddaughter. She therefore no longer required the missing items but did need to be compensated for her total losses which she detailed and which amounted to £135.85.
DPD did not respond to this email so she sent another email on 12th February informing DPD that she had taken legal advice and that the service with which she has been provided was deficient and that she had been advised to make a claim for compensation under sections 49 and 52 of the Consumers Right Act 2015, and that she was entitled to damages pursuant to section 54 of the CRA for the consequential losses she had suffered, in this case £135-85. DPD have not responded.
My question is, should she not be making the claim against The Post Office as it was with them that she made the contract to deliver the parcel, not DPD, and if so to whom and how does she send a Formal Letter of Complaint and claim for compensation under the CRA.
Many thanks.
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