Missing Delivery Complaint Letter

The retailer is responsible. Under the Consumer Contracts Regulations 2013, the risk of loss or damage remains with the seller until the goods are delivered to you. The retailer must resolve this and it is not your responsibility to chase the courier.

Check the estimated delivery window first. If the delivery date has passed, contact the retailer. If they cannot confirm delivery or provide a signature or photo, request a refund or replacement immediately. You should not have to wait an extended period for the retailer to investigate with the courier.

Yes. If the goods were never delivered, you are entitled to a full refund or a replacement under the Consumer Contracts Regulations 2013. The retailer must resolve this and it is not your responsibility to chase the courier.

A courier marking a parcel as delivered is not proof you received it. If you did not receive the item, you are entitled to pursue the retailer for a refund or replacement regardless of what the courier's tracking shows. A formal letter making this point carries significantly more weight than a phone call.

If you did not authorise the courier to leave the parcel in a specific location and it went missing from there, the retailer is still responsible. The risk does not transfer to you until the goods are actually delivered to you or to someone authorised to receive them on your behalf.

Yes, it is worth considering. PostRight offers Royal Mail Tracked 24 and Signed For as upgrade options. For missing delivery disputes, having proof that your formal complaint letter was received removes any ambiguity about whether the retailer was notified.