Claiming for Late Delivery

We've all experienced it. The company promises they'll deliver your item on a particular day, maybe even in a specific time window. You take the day off work to wait and wait and wait…and wait. About four o'clock you call the depot only to be told there's been a problem and they can't deliver that day - you'll need to reschedule.

Of course, you're furious, since it means yet more calls and yet another day off work hoping that this time they'll keep their promise. But what can you really do about it? Can you make a claim for late delivery? Or do you just have to fume helplessly?

The Law

If you have a set delivery date or time for the items and the company doesn't fulfil their side of things, then you have grounds to claim compensation. Your basis for making a claim is that the delivery date or time was vital to your purchase of the goods (having to take a day off work is the perfect reason).

In practical terms, this will mean a refund of the delivery charges. However, if not specific date or time for delivery was set, the only way you can make a claim is if the delivery time is what can be deemed "unreasonable," which could mean months instead of weeks, and is a very nebulous area, one you could have great difficulty proving.

Making a Claim

Your first call should be to the manager of the place where you bought the item. He should have the power to remove the delivery charge in light of your complaint (and he should take it seriously). If not, you need to discover whether the company has a customer services department - most will. Make notes of your calls, and if they bring no satisfaction, write to the company (keeping a copy).

If all else fails, complain to Trading Standards. In all likelihood, though, the customer services department will resolve your complaint and set a new delivery date - and make sure it's kept, probably at no cost to you.

It's in their own interests to do that, since they want to retain customers.

If you paid by credit card, you do have another recourse - you can always contest the charge when it arrives on your bill, and this can prove to be a very effective method of having the delivery charge removed. Whatever happens, don't give up. If it meets the legal terms you have a right to compensation.

The Post Office

What many people don't know is that you can claim compensation from the Post Office if they're late in delivering items you sent. The standard compensation is a book of first-class stamps, but there are also cash payouts for those able to prove they've undergone severe delays.

It's still not a lot - just £5 for what the Post Office terms "exceptional circumstances" and £10 for those who suffer extreme delays and where next day delivery fails, but the system is in place. Compensation also applies to parcels that take longer than 10 days to arrive. The limits are longer than 10 days for a first-class letter and 12 days for second-class.