What to do when courier delivery services go wrong

More and more we are turning to online courier services to deliver everything from documents to freight containers overseas. The number of such services available makes finding a courier easy. Most will have fairly simple features on their homepage that allow you to arrange a collection with little more than a few quick clicks.

Each courier will also make promises about how reliable their services are. We all know, of course, that things can go awry – even with the most dependable companies.

So, where do we stand when something unexpected does happen?

Alongside promises of reliable delivery each courier will also offer a form of standard liability insurance. This will normally cover you for about £50 per shipment. You’ll often find that additional cover is available, usually charged at around 2.5% of the shipment’s total value.

As ever, there is small print involved and being aware of how this impacts you is crucial. Perhaps most important here is how your courier responds if a parcel is damaged. Obviously, when a parcel is sent internationally it is likely to be handled by many people, loaded and unloaded many times, before reaching its destination and there will always be a risk of damage occurring. All courier delivery services should offer clear guidance on how to properly package and protect your parcel against this- if these guidelines are not followed then any insurance you opt to take out, will not apply in the event of your parcel being damaged in transit.

If you do find yourself needing to make a claim – either for loss or damage – it is important to submit your claims as soon as you become aware of the problem. Most couriers will have a time limit for raising your claim with them, 14 calendar days from the date of delivery for example; raising your claim outside of this time period could render your claim rights void. So be sure to check how much time you have to raise this with your courier and be sure to let your receiver know too just in case. Always raise your claim in writing and insist on receiving a response in writing too.

Being familiar with a courier company’s Terms & Conditions will always give you a very clear of where you stand with them if something does go wrong. No courier service wants to lose or damage your parcel, but knowing that it can happen and what you can do about it should save you a lot of frustration.

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