Just to follow up on this.
When I phoned Royal Mail they went to a link and discovered that it was no longer valid, which was amusing. They took advice and told me I had to email them.
I did this and received a reply.
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Enquiry Reference # 2XXXXXX3
Response By E-mail (Catherine Jackson) (10/04/2024 12.59 PM)
Good afternoon,
As per the terms and conditions we cannot refund missed collections where the reason is due to something beyond our reasonable control (including without limitation war, acts of terrorism, extreme weather conditions, earthquakes, fire, floods, epidemics, pandemics, traffic congestion, mechanical breakdown (including of machinery, equipment, and vehicles), any public or private road being blocked, governmental actions or industrial action and the outcomes of it if this prevents us from providing our usual service)
Regards
Catherine Jackson
Royal Mail
Customer By Service Email (Simon ) (10/04/2024 12.50 PM)
Hello,
thanks for the information, but as per my original enquiry, it was that we would like a refund of the fee, please.
Kind regards SImon
Response By E-mail (Catherine Jackson) (10/04/2024 12.47 PM)
Good afternoon,
Apologies I cannot see that we have sent you out a letter regarding this. I have looked into the complaint and can see it has been resolved and the reason for failure has been established.
I can see that the reason for the collection failure was due to a breakdown of the van on the route that day. By the time the driver and the van were recovered by the RAC it was 5pm, so there was insufficient time to attempt to recover the collection on the day.
I sincerely apologise for this. You should be receiving your collections as normal going forward.
If there are any other issues, please let us know.
Regards
Catherine Jackson
Royal Mail
Customer By Service Email (Simon ) (10/04/2024 08.16 AM)
Hello,
we haven't received a letter, so can you attach it as a pdf as this will be a lot quicker?
Kind regards SImon
Response By E-mail (Abigail) (04/04/2024 04.00 PM)
Good afternoon
Thank you for your email
A letter has recently been sent to you with regards to your complaint
Regards
Abigail Cornish
Royal Mail
Customer By Service Email (Simon ) (03/04/2024 08.06 AM)
Hello,
can we get an update, please?