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City Link Courier Loss & Damage Compensation

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JohnDet

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Nov 21, 2009
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Having been referred to City Link terms and conditions due to them losing two items in 4 weeks, they walk away from their guarantees with an appalling offer.

Per kg you get GBP10 in case of loss or damage, plus, they charge you for the delivery they never made. So thats GBP4 we're left over with, as the items were 1kg each, and a total loss of GBP103

We have clear recollections of their sales staff pitch being to make good the loss ot our cost

Are all of the UK couriers the same in this respect, and if so how do you cover yourselves ?
 
JohnDet said:
Having been referred to City Link terms and conditions due to them losing two items in 4 weeks, they walk away from their guarantees with an appalling offer.

Per kg you get GBP10 in case of loss or damage, plus, they charge you for the delivery they never made. So thats GBP4 we're left over with, as the items were 1kg each, and a total loss of GBP103

We have clear recollections of their sales staff pitch being to make good the loss ot our cost

Are all of the UK couriers the same in this respect, and if so how do you cover yourselves ?
Click to expand...

You can purchase extra insurance from them or you can buy a 'Goods in transit' policy from an insurance company, normally an option on your business insurance.

I seem to recall that someone has sued a courier company sucessfully. I have to think where the post was if not on this forum.


UPS lost 7 out of 10 brand new laptops (10 years ago)shipped to Vienna. They just went missin in their depot!!

I went to court (they were suing me over non -payment of the courier invoice) They wanted me to pay a pro rata delivery charge for the ones that were delivered. :|

I won the case but still I lost £ 10,000 of laptops although they were covered by GIT policy though.

Someone since advised me I may have a case of negligence on their part.
 
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Our experiences with UK Mail have been the same. They also say £10 per kilo with an offer to up that to £1000 worth of cover at a price, but when you make a claim, they try every trick in the book to avoid paying out. :mad:
 
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City Links claim policy is actually pretty good...

It's £10 / kilo IF you can't prove how much the goods were when you purchased them. Otherwise they will pay out the cost price of the goods. I've submitted dozens of claims with them for goods being lost or damaged in transit with only a couple being knocked back.

You also get back the cost of the delivery as standard.

That's in my experience, working with city link for a number of years.
 
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SamStones said:
...I've submitted dozens of claims with them for goods being lost or damaged in transit...
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Is it normal for couriers to lose/damage so many things in just a few years?

I ask only as I'm contemplating selling some items as a sideline, but was hoping that courier services would be a little more reliable.
 
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Working First Aid said:
Is it normal for couriers to lose/damage so many things in just a few years?

I ask only as I'm contemplating selling some items as a sideline, but was hoping that courier services would be a little more reliable.
Click to expand...

Percentage wise it's very low, but yes, they do damage things, they do lose things etc. You do need to factor this into your sums.
 
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Packaging, packaging, packaging is the byword for avoiding damage.

And if the goods are seriously valuable then use a sameday courier who has £30,000 worth of GIT cover as standard and the option to purchase more at reasonable rates.

The only time a you will have to claim against a good sameday courier is when their van has been squashed from behind in a multi-vehicle pile up and your goods have gone into a police retention situation.

I have on occasion had 70 flight cases of orthopaedic implants in a van with a value of £20k per case (£1.4 million).
 
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SamStones said:
City Links claim policy is actually pretty good...

It's £10 / kilo IF you can't prove how much the goods were when you purchased them. Otherwise they will pay out the cost price of the goods. I've submitted dozens of claims with them for goods being lost or damaged in transit with only a couple being knocked back.

You also get back the cost of the delivery as standard.

That's in my experience, working with city link for a number of years.
Click to expand...

Well maybe their policy varies by depot if this is your experience, as we've been given very short shrift. Our lawyer advised us in terms of bringing a successful claim, then our arguments are leaky at best.

Maybe as well, there is the discretionary aspect, that if you're spending lots more than we are then they will pay up on 'customer good will retention'

I mean, who wants to lose a good account for GBP100 ?
 
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JohnDet said:
Well maybe their policy varies by depot if this is your experience, as we've been given very short shrift. Our lawyer advised us in terms of bringing a successful claim, then our arguments are leaky at best.

Maybe as well, there is the discretionary aspect, that if you're spending lots more than we are then they will pay up on 'customer good will retention'

I mean, who wants to lose a good account for GBP100 ?
Click to expand...

It could be, we spend upwards of £70k a year with them so it's possible we get some special attention.

What were the circumstances regarding the claim ? Was it lost in transit, damaged in transit? Did you buy or manufacture the goods? Were they new? Can you prove what you paid for them?
 
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The reason why I ask and I think it has pros and cons either way is because we have our standard liability cover which is £13 a kilo with a £50 excess of course with items of less than 5kg there is no point claiming for but consignments with substantial weight would be covered quite a bit more than that of City Link.

We also offer additional insurance which is x per thousand worth of cover (don't know what it is off the top of my head)
These consignments also have to travel via our security service but I believe it's worth the little bit extra as that service is unbelievable.
 
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SamStones said:
It could be, we spend upwards of £70k a year with them so it's possible we get some special attention.

What were the circumstances regarding the claim ? Was it lost in transit, damaged in transit? Did you buy or manufacture the goods? Were they new? Can you prove what you paid for them?
Click to expand...

There were 2 within 4 weeks of each other, both times scanned into the delivery depot and lost / can't find. We bought and sold the stuff as new, and supported our claim with purchase invoices.

Nobody seems bothered to investigate the circumstances

I was wondering about the package size, as both were contained in a small city pack, with a small box inside. Maybe a bigger size item would stand a better chance.

Maybe as well, pack some bricks in, to increase the liability cover.
 
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JohnDet said:
There were 2 within 4 weeks of each other, both times scanned into the delivery depot and lost / can't find. We bought and sold the stuff as new, and supported our claim with purchase invoices.

Nobody seems bothered to investigate the circumstances

I was wondering about the package size, as both were contained in a small city pack, with a small box inside. Maybe a bigger size item would stand a better chance.

Maybe as well, pack some bricks in, to increase the liability cover.
Click to expand...

What reason did they give for not allowing the claim?

I'm not sure what the limit is for claims , but we've never had a problem with it. The idea of an excess charge gets to me because I've given them a parcel, they've scanned it and then lost it. Why should I suffer if the loss was under £50, it could be £49.99 it's still money!
 
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SamStones said:
What reason did they give for not allowing the claim?

I'm not sure what the limit is for claims , but we've never had a problem with it. The idea of an excess charge gets to me because I've given them a parcel, they've scanned it and then lost it. Why should I suffer if the loss was under £50, it could be £49.99 it's still money!
Click to expand...

I can understand what you're saying but someone with an 80kg consignment as an example would be insured with ourselves for £190 extra even with the £50 excess deducted

70kg - £160 extra
60kg - £130 extra
50kg - £100 extra
40kg - £70 extra
30kg - £40 extra
20kg - £10 extra

I'd say it's swings and roundabouts. Customers sending out multiple box consignments 20kg> would prefer our insurance compared to that of £10 a kg in my opinion.
 
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SamStones said:
What reason did they give for not allowing the claim?

I'm not sure what the limit is for claims , but we've never had a problem with it. The idea of an excess charge gets to me because I've given them a parcel, they've scanned it and then lost it. Why should I suffer if the loss was under £50, it could be £49.99 it's still money!
Click to expand...

Oh they said, right, we lost them, so we're going to charge you for the deliveries we never made, and then give you GBP10, so we were left with approx. GBP4 each for both items
 
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JohnDet said:
Oh they said, right, we lost them, so we're going to charge you for the deliveries we never made, and then give you GBP10, so we were left with approx. GBP4 each for both items
Click to expand...

What was the weight of the two items? That's probably where you've had the problem. If it's a weight related limit, then most of our items weigh more than they cost if you see what I mean?
 
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APC Nexday Overnite Ltd said:
I can understand what you're saying but someone with an 80kg consignment as an example would be insured with ourselves for £190 extra even with the £50 excess deducted

70kg - £160 extra
60kg - £130 extra
50kg - £100 extra
40kg - £70 extra
30kg - £40 extra
20kg - £10 extra

I'd say it's swings and roundabouts. Customers sending out multiple box consignments 20kg> would prefer our insurance compared to that of £10 a kg in my opinion.
Click to expand...

That's not really the point though. That's like saying, "So you earn £12k a year, why are you complaining about income tax? People that earn £40k have plenty of money left over after tax."

Of course insurance seems to be a necessity of life these days, but why should a customer be out of pocket at all because couriers are so incompetent/light-fingered.
 
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APC Nexday Overnite Ltd said:
The reason why I ask and I think it has pros and cons either way is because we have our standard liability cover which is £13 a kilo with a £50 excess of course with items of less than 5kg there is no point claiming for but consignments with substantial weight would be covered quite a bit more than that of City Link.

We also offer additional insurance which is x per thousand worth of cover (don't know what it is off the top of my head)
These consignments also have to travel via our security service but I believe it's worth the little bit extra as that service is unbelievable.
Click to expand...

The APC service is good as I have said before, however at present APC are losing out on £100 A DAY from me, because of their £50 excess......Post office will take the same parcel, for the same cost on a Special Delivery service, guaranteed by 1pm the following day(Not 4pm like our APC deliveries) and offer up to £500 compensation is case of loss/damage etc, with NO excess, no addtiional fees to pay (Insured. security etc, and no extra 50p for scottish addresses - even Aberdeen....can't beat it.
 
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We still did not find a solution to this problem, having invited quotes from insurers, the best offer includes a GBP100 excess, and costs GBP300 / yr.

Still looking

We wondered then how some one like a retailer of attractive items covers themselves, when the cost of the item is GBP100 or more, the weight is under 1kg, how can they recover their costs

Like Sam Stone said, there maybe is a discretionary approach from Couriers, where larger spend means a sympathetic offer

Next enquiries are to see which of the major couriers offer better than GBP10/kg. Interparcel has a GBP50 standard, but they are a reseller.
 
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Cobby said:
That's not really the point though. That's like saying, "So you earn £12k a year, why are you complaining about income tax? People that earn £40k have plenty of money left over after tax."

Of course insurance seems to be a necessity of life these days, but why should a customer be out of pocket at all because couriers are so incompetent/light-fingered.
Click to expand...

well we came out top on "quality of transport service" an independent report which questioned the overnight delivery networks in the country

so we're the least incompetent/light fingered
 
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KateCB said:
The APC service is good as I have said before, however at present APC are losing out on £100 A DAY from me, because of their £50 excess......Post office will take the same parcel, for the same cost on a Special Delivery service, guaranteed by 1pm the following day(Not 4pm like our APC deliveries) and offer up to £500 compensation is case of loss/damage etc, with NO excess, no addtiional fees to pay (Insured. security etc, and no extra 50p for scottish addresses - even Aberdeen....can't beat it.
Click to expand...

Do you mind me asking how much this costs KateCB for instance a courier pack size item?
 
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Yes Interlink have damaged my goods, I notified the sender with pictures but they were very lazy in replying, I swamped Interlink with emails but the final answer was with the sender, as they must settle with me first then with Interlink, but when ask how much I was looking for from the sender and I replied with an amount, then no more emails from them.
My contact at Interlink on the Executive team said she can't comment anymore as I must work through the sender.
The sender will not reply to my emails.

Can I take out a small claims on this.

Would appreciate any advice thank you...
 
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