They dropped a heavy par­cel through Julie’s 7-foot win­dow

The Sunday Post (Inverness) - - Advice -

One thing the world lacks, quite of­ten, is a lit­tle bit of com­mon sense.

It is quite easy to act with a bit of sense, thank­fully. The re­quire­ment is only that you have a look at a sit­u­a­tion, have a wee think about it, then act in the best, the clever­est man­ner.

Julie Bal­four, of Inverness, was a lit­tle per­plexed re­cently when she had a heavy par­cel de­liv­ered.

She wasn’t in to re­ceive the par­cel, but the Royal Mail de­liv­ery team weren’t put off.

They popped the par­cel through the top hopper win­dow of Julie’s front room. This win­dow is seven feet above floor level.

To make mat­ters worse, di­rectly be­low the win­dow was a unit which had a pic­ture frame and a lamp that had be­longed to Julie’s re­cently-de­ceased mother.

The lamp was bashed, the pic­ture frame flat­tened and the unit scratched.

Of course Julie and her hus­band, Steven, com­plained about this.

Royal Mail sent a claim form… for non-re­ceived mail. This was, not sur­pris­ingly, not much use for Julie’s com­plaint.

Julie then wrote to them a to­tal of six times, say­ing largely the same thing. She asked for an email ad­dress so she could send them a link to the John Lewis web­site show­ing the type of items that had been de­stroyed, be­cause they in­sisted on de­tails.

But they wouldn’t give an email ad­dress. Julie had to pay for an en­ve­lope and stamp each time.

They knew from the out­set the lamp had been Julie’s mother’s, so she couldn’t pro­vide bank state­ments to prove the pur­chase.

They then asked for bank state­ments to prove it. But Julie wasn’t an ex­ecu­tor of her mother’s will – did they ex­pect her to pay a so­lic­i­tor to sift through her mum’s pa­pers at £250 per hour?

Julie said: “They even­tu­ally sent some­one from the lo­cal of­fice to in­spect the dam­age, so they have pho­tos and they have their own staff’s ev­i­dence of the dam­age. They ad­mit­ted liability, and saw the qual­ity of the items but still kept in­sist­ing on things I couldn’t pos­si­bly pro­vide.

“As for the scratched unit, I pro­vided a link to an iden­ti­cal one on the John Lewis web­site. But then they de­cided they wanted sev­eral quo­ta­tions for re­pair.”

Julie reck­oned they should do that as she had spent many hours, over the course of three months, writ­ing to them. Each time they asked for some­thing new, and each time refuse to pro­vide a con­tact name or email to write back to.

She be­came con­vinced that ob­sta­cles were be­ing put in her way in the hope that she would give up her claim.

But she didn’t and Raw Deal salutes her for that.

Julie wrote to us and we took up cud­gels on her be­half.

She was phoned by a rep­re­sen­ta­tive of Royal Mail’s chief ex­ec­u­tive’s of­fice. Julie said: “He was very apolo­getic and said their teams had to fol­low pro­ce­dures but agreed a lit­tle com­mon sense would have gone a long way.

“He is send­ing me a cheque for the dam­aged items.

“You are mir­a­cle work­ers at Raw Deal and I am so very grate­ful to you as I was truly get­ting to the point of just leav­ing it for the sake of my stress lev­els.”

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