Complaints with courier companies - what should you know?

Sometimes it happens that we need to make a complaint. There can be several reasons for this - the parcel did not arrive on time, was damaged or lost. What can we complain about and within what period? What rights do we have? Why are some complaints rejected? Read how to lodge a complaint with InPost quickly and efficiently.

In what situations can a complaint be made to InPost?

The most common reasons for lodging a complaint with InPost are late delivery of parcels, lost parcels or damage to the surface of the parcel. In the latter case, the item being sent is most often cracked or scratched. Other comments made by recipients include the return of the package and to the addressee or the destruction of the package contents.

In accordance with our rules of procedure, a complaint covers situations involving the improper or total failure to provide a service by the courier . Such an occurrence may take place if an employee is unwilling to go upstairs to hand us the ordered parcel. Another infringement is when a parcel is left at a neighbour's home (if the neighbour does not have the necessary authorisation) instead of being delivered directly to the sender. The latter case is easy to verify due to the signature affixed upon receipt. Other examples of abuse will be the failure of a parcel to arrive on time, loss, damage, theft of contents.

When is a complaint unfounded?

And here the question arises - can we always prove our rights if our parcel has been damaged? The matter is not clear-cut. It is difficult to say that the carrier is to blame if we have not packed the item we are sending carefully. Unfortunately, it often happens that a parcel is not properly secured. It is exposed to shocks during the car journey. If there is too much empty space in the carton (not filled with polystyrene or paper), the package can be crushed. If, on the other hand, the label is poorly attached to the parcel, it will become detached during the journey.

Where to lodge an InPost complaint?

If you notice any worrying abrasions, traces of opening or damage on the carton - react immediately. It is best not to unpack such a parcel and immediately lodge a complaint with InPost. We can do it directly at the parcel machine or when collecting it in the presence of the deliverer. In the first case, leave the package in the box and fill in the appropriate form on the Parcel Machine screen.

When receiving a parcel directly from the courier, the carrier should write down a defect report. This will include questions such as "was the package received without fault" or "does the package show signs of damage". The document drawn up will form the basis for lodging a complaint with InPost and claiming compensation. It will also speed up the refund due to the clarity that the damage to the parcel occurred during transport. For these reasons, it is important to have the signature of the courier and the shipper on the report. Importantly, if there are visible signs of damage on the carton, but we did not make a proper report upon receipt - the claim may not be recognised. This is because it is much more difficult to prove that the package was damaged by the deliverer and not by the fault of the sender or addressee.

In any of the above situations, an official complaint must additionally be lodged. The case is similar when we discover the damage only after opening the parcel. You can report the defect at one of the InPost Parcel Service Points. Another way is to fill in an online form or contact the helpline. A traditional letter is also an acceptable form.

InPost complaint handling time

How to fill in a claim form?

You can submit a complaint to InPost via the online form on our website. When filling it in, you need to enter the reporting party, choosing from three: sender, recipient or payer. Once you have filled in your contact details, you will need to enter information about the parcel you are claiming. This will include the consignment number and date of dispatch.

The final stage is a description of the complaint - the more concise the text, the clearer it will be for those handling the application. It is also a good idea to include photographs of the damaged parcel in this part of the application. In this way, we increase the chance of the letter being acknowledged by supporting it with eye-witness evidence. It is worth knowing that the demand for compensation may be equal to the maximum value of the damaged or destroyed item. Sometimes it is difficult to clearly value an item due to its uniqueness or sentimental attachments. Therefore, when sending a valuable parcel, it is best to insure it in advance.

Remember that when filling in the complaint form, we should focus on the most important issues. This will help InPost employees to solve our problem quickly and efficiently.