How can I claim compensation for parcel that was lost in transit?
Q: I sent a parcel special delivery by Royal Mail and it wasn’t received at the other end and has not been returned to myself.
I tried contacting Royal Mail and they have no idea where it is.
This item was very valuable and I want to know if I can claim compensation.
A: Your item is insured because it was sent by special delivery.
The insurance will cover the value of the item up to £500, unless extra insurance (called ‘consequential loss insurance’) was bought when the item was posted.
You can also get a full refund of the postage.
You can claim five working days after the item was due to be delivered – the delivery date will be on your receipt and you must claim within 80 days from the date the item was posted.
If there’s consequential loss insurance for the item, you must claim within 14 days from when it was posted.
You can claim on the Royal Mail website .
You will need a digital photo or scan of proof of the value of the lost item, for example a receipt or bank statement, and your certificate of posting – this is a receipt from the Post Office that’s been signed and stamped.
You should keep the proof in case you need it later on. You can pick up a paper claim form from your nearest Post Office and send it to the address on the form.
You will need to include proof of the value of the item, your certificate of posting and the reference number – this can be found on the receipt from the Post Office and is usually listed as a “barcode“
Make sure that you send the post office originals – not copies. It’s a good idea to make copies for yourself in case your claim gets lost.
You’ll get a response within 30 days and if your claim is successful you’ll get a cheque in the mail.
You won’t be able to claim for compensation if the item was lost by you, or someone other than Royal Mail or was lost because of something out of Royal Mail’s control, for example bad weather.
Client 2
Q: I am looking to see how I can get information on my future state pension.
A: You can get a State Pension statement online from GOV.UK.
You can also get a forecast of how much you could get when they reach State Pension age.
You will need to register, or be registered, with the Government Gateway in order to make an online request.
If you live in the UK you can request a State Pension statement by post or by telephone from the Future Pension Centre. They can be contacted at:
Future Pension Centre Department for Work and Pensions
The Pension Service 9, Mail Handling Site A. Wolverhampton, WV98 1LU. Telephone: 0800 731 0175 (Monday to Friday 8am to 6pm); Website: www.gov.uk/ future-pension-centre
You can also fill in the BR19 application form and send it in the post.
You can only do this if you’ll reach State Pension age in more than 30 days.
Client 3
Q: I have just been diagnosed with cancer which my doctor said could have been linked to when I previously worked with asbestos.
Is there any organisation I can use to get further advice or compensation on this?
A: If a client has become ill with diffuse mesothelioma – a type of cancer linked to asbestos exposure – but this isn’t because of their work as an employee, they may be able to claim compensation under a government compensation scheme.
The compensation is known as diffuse mesothelioma payments (also called the 2008 scheme).
The 2008 scheme aims to compensate people who can’t get compensation from an employer or other source because they didn’t become ill as a result of work as an employee.
For example, a selfemployed person might qualify for compensation under the scheme.
A client may be able to make a claim for payment under the Diffuse Mesothelioma Payment Scheme if they can’t bring a civil action for damages against a liable employer or the employers insurer because they no longer exist or can’t be traced.
There is information about both mesothelioma payment schemes and how to claim available on the UK government website.
Asbestos Action is a Scottish charity that has been set up to assist sufferers of asbestosrelated diseases.
You can find more information on the Asbestos Action website.
Action on Asbestos, previously known as Clydeside Action on Asbestos, is another Scottish charity that helps people with asbestos-related diseases.
You can get assistence in making claims for compensation on the Action on Asbestos website.
Client 4
Q: I am currently living in a council rented house with my son and I wish to sign the tenancy over to him.
We have a Scottish secure tenancy if this helps.
A: A Scottish secure tenant has the right to assign her/ his tenancy, as long as the person that the house is being assigned to has lived in the house for 12 months as her/ his only or principal home, and provided s/he gets the landlord’s permission.
The 12-month period only starts to run from the date the landlord is notified that they live in the property. The landlord cannot withhold permission unreasonably.
The length of time that the person the house is being assigned to has to live in the property as their main home changed from six months to 12 months from November 2019.
When a tenant assigns her/ his tenancy rights to someone, the assignee assumes all the rights and responsibilities of the original tenant.
Advisers should make it clear to a tenant wishing to assign her/his tenancy that this will mean that s/he will lose all rights over the property and will have no security of tenure.
The tenant must apply to the landlord in writing stating who the tenancy is to be assigned to.
The tenant must also state whether s/he has received or is to receive a payment from the prospective new tenant, such as a returnable deposit.
Joint tenants must have the written consent of the other tenant(s) in order to assign the tenancy.
If the landlord does not respond to the assignation request within one month, permission is automatically granted.
If consent is refused, the tenant can apply to the sheriff for this to be over-ruled.
The tenant would have to convince the sheriff that the reasons given by the landlord for refusal were unreasonable.
After a tenancy has been assigned the new tenant has the same legal rights and obligations as the old tenant except that the old tenant’s period of tenancy would not have counted towards the assignee’s discount under the right to buy (should it have applied before it was abolished on August 1 2016).
Client 5
Q: I am struggling to keep up with payments of my council tax and I am afraid I’m going to end up in arrears.
A: We know that many households may be struggling financially at this time and some people may not be getting paid as normal or their job may be at risk. If your income has been affected and you are unable to pay, you may be entitled to Council Tax Reduction.
Youcan check / apply for this on your local authority’s website or by calling them. Any customers who are selfisolating and who would normally make payments at the Post Office or a PayPoint outlet can set up a Direct Debit to make their payments.
Customers can also pay by debit or credit card online or by calling the automated telephone payment line 0303 123 1005. For further advice the contact number for South Lanarkshire Council tax call centre is 0303 123 1011.