How to proceed with legal action against DPD
Discussion
I wont write the full story in detail on here as it will take a while but the jist of it is that we sent an expensive item with DPD (£350) about 8 weeks ago, the item was not marked to be left in a safe place or anywhere else other than to the customer.
The driver thought it would be a good idea to leave the parcel at the entrance to a large office block which is shared by multiple businesses and has various people and couriers entering daily. Of course the parcel disappeared as it was left there when my customer off work that day.
We reported this and after some arguing DPD admitted it was their fault and to finalise the claim and pay out they had to send a letter to my customer, he was to sign it (confirming he did not get the parcel) and return in their pre-paid envelope.
This was done immediately and we then refunded the customer once he confirmed it had been sent.
After waiting a week or so we contacted DPD who informed us they did not get it and we were now out of the timeframe to claim, the case was now closed as the letter never arrived. We have argued this for weeks now (they were ignoring us for 2-3 weeks until I threatened legal action). Their last email stated that if the letter was returned to them now they would consider reactivating the claim... however they wont send a new letter out so we clearly cant do anything.
Where can we go from here, I am doing this more out of principle as 1, the driver is an idiot and 2 their customer service is terrible and just does not work.
I am dealing with the claims team and its a waste of time, I feel like the complaints department will be too so I would prefer to go direct to a legal source if there is one. This was a business shipment so I presume citizens advice wont be able to assist?
The driver thought it would be a good idea to leave the parcel at the entrance to a large office block which is shared by multiple businesses and has various people and couriers entering daily. Of course the parcel disappeared as it was left there when my customer off work that day.
We reported this and after some arguing DPD admitted it was their fault and to finalise the claim and pay out they had to send a letter to my customer, he was to sign it (confirming he did not get the parcel) and return in their pre-paid envelope.
This was done immediately and we then refunded the customer once he confirmed it had been sent.
After waiting a week or so we contacted DPD who informed us they did not get it and we were now out of the timeframe to claim, the case was now closed as the letter never arrived. We have argued this for weeks now (they were ignoring us for 2-3 weeks until I threatened legal action). Their last email stated that if the letter was returned to them now they would consider reactivating the claim... however they wont send a new letter out so we clearly cant do anything.
Where can we go from here, I am doing this more out of principle as 1, the driver is an idiot and 2 their customer service is terrible and just does not work.
I am dealing with the claims team and its a waste of time, I feel like the complaints department will be too so I would prefer to go direct to a legal source if there is one. This was a business shipment so I presume citizens advice wont be able to assist?
Morning,
Firstly eMail Elaine Kerr whom is the MD of DPD UK (elaine.kerr@dpdgroup.co.uk) with your issue and one of her Exec Team will pick this up and put a resolution in place. Offer them seven days to resolve. This will generally do the trick.
If it doesn’t, for some reason, on day eight, issue a letter of claim to Elaine Kerr stating you intend to take this matter onto the small claims track via MCOL and in view of this, your letter should be immediately passed to their own in-house legal. They’ll not want to fight you over £350.00 - especially as from what you say, they’ve admitted liability. It’s not cost effective for them.
Don’t threaten proceedings in your first eMail - just ask for a resolution.
Hope this helps.
Firstly eMail Elaine Kerr whom is the MD of DPD UK (elaine.kerr@dpdgroup.co.uk) with your issue and one of her Exec Team will pick this up and put a resolution in place. Offer them seven days to resolve. This will generally do the trick.
If it doesn’t, for some reason, on day eight, issue a letter of claim to Elaine Kerr stating you intend to take this matter onto the small claims track via MCOL and in view of this, your letter should be immediately passed to their own in-house legal. They’ll not want to fight you over £350.00 - especially as from what you say, they’ve admitted liability. It’s not cost effective for them.
Don’t threaten proceedings in your first eMail - just ask for a resolution.
Hope this helps.
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