Courier Claim and Compensation Policy

1. Introduction

At Westminster Legalisation Services Ltd, we strive to ensure that all parcels are shipped safely and efficiently. However, once your parcel has been handed over to the courier company, it is beyond our direct control. This policy explains our terms and conditions for courier-related claims and compensation, including what to do in the event of a lost or damaged parcel.

2. Couriers We Use

We primarily ship documents using the following couriers:

  • Royal Mail Domestic
  • DHL Express International
  • DHL Express Next-Day UK
  • GLH (Greater London Hire) Bike

Occasionally, we may also use other reputable couriers such as UPS or FedEx.

3. Our Responsibility

Once your parcel has been handed over to the courier, Westminster Legalisation Services Ltd is not responsible for any loss, damage, or delay. The courier becomes solely responsible for the safe and timely delivery of your parcel.

We will, however, assist you in submitting a claim with the relevant courier if your initial attempt to resolve the matter directly with them is unsuccessful.

4. Nature of Documents and Compensation Limitations

Please note that we primarily ship documents, not commercial products. Documents themselves do not carry an intrinsic or commercial value—couriers generally consider them as paper items without specific monetary worth.

As a result, compensation for the loss or damage of documents is very limited and often not accepted by couriers. Any compensation that is approved will be based solely on the courier’s own assessment and terms.

5. Direct Contact with Couriers

As a first step, we recommend that customers contact the courier directly to initiate a claim or enquiry.

Please ensure that you provide the courier with the tracking number and any supporting evidence.

6. Submitting a Claim via WLS

If you have already contacted the courier and have been unable to resolve the matter, you may raise a claim through Westminster Legalisation Services Ltd.

Please email your claim to: info@wlegalisation.co.uk

Include the following details in your email:

  • WLS Order Reference:
  • Tracking Number:
  • Evidence for Claim: (e.g. photos, screenshots, courier correspondence, etc.)

7. Payment & Administration Fee

An administration fee of £5.00 + VAT will apply per claim:

  • This fee covers our time, correspondence, and transaction handling costs.
  • The fee will be deducted from any compensation amount received if your claim is successful.
  • If the claim is unsuccessful, no additional fee will be charged.

Payout for Successful Claims:

  • Upon successful claim and courier payment approval, WLS will issue a credit-note to the client.
  • Refunds might take 10-20 working days to be processed.

8. Courier-Specific Claims Conditions

All claims must comply with the respective courier’s claim policy. We will submit your claim based on their official terms and deadlines.

The information below is provided as A GENERAL REFERENCE ONLY. Please check the couriers own terms and conditions for official and up to date information.

Royal Mail – Business Account Claims Conditions Summary:

1. Eligibility and Scope

Claims can only be raised for loss, damage, or delay, in line with Royal Mail’s Business Account Terms. Retail compensation policies do not apply to business users unless specifically stated.

2. When to Claim
  • Loss: An item is deemed lost if it has not been delivered or attempted within 5 working days after the due delivery date for Special Delivery Guaranteed by 1pm or within 10 working days for 1st Class Recorded Delivery.
  • Delay: Compensation for delay may apply only if the item was delivered later than the guaranteed time and the cause falls under Royal Mail’s compensation criteria.
  • Damage: Claims must be raised if the item arrives visibly damaged or opened – Evidence needs to be provided.
3. Time Limits for Claims
  • Loss or damage claims must be submitted within 80 calendar days of the posting date.
  • Claims submitted after this period will not be accepted by Royal Mail.
  • Customers should first contact Royal Mail directly via their online portal before contacting WLS.
4. Supporting Evidence

To initiate a claim through WLS (after contacting Royal Mail directly), please email info@wlegalisation.co.uk with:

  • Order Reference
  • Tracking Number
  • Photographic or documentary evidence (e.g. proof of posting, courier correspondence, photos of damage)
5. Compensation Limitations
  • Since WLS primarily handles documents, compensation is usually limited to the replacement cost of postage or the declared service value, as documents are not considered items with intrinsic monetary worth.
  • Royal Mail assesses each claim individually and may reject claims if insufficient evidence or delay occurs.

DHL – UK and International Claims Conditions

1. Eligibility and Scope

These conditions apply to all domestic and international shipments sent via DHL Express by WLS, including Next-Day UK and Express International services. Claims relate only to loss or damage as recognised under DHL’s official UK Claims Policy.

2. Notification and Deadlines

To qualify for compensation under DHL’s policy:

  • Loss Claims: Must be reported within 14 calendar days of the expected delivery date.
  • Damage Claims: Must be reported within 14 calendar days from the date of delivery.
  • Evidence and supporting documents must be submitted within 21 calendar days of the initial notification.
    Claims made after these deadlines will be rejected automatically by DHL.
3. Evidence Requirements

DHL requires the following to process a claim:

  • Tracking or shipment number
  • Full description of contents
  • Proof of value (e.g. invoice or service receipt)
  • Photographs showing packaging and damage
  • Proof of posting and delivery confirmation
  • Retain the original packaging and documents until the claim is fully resolved

Failure to provide the above information may result in immediate claim rejection.

4. Compensation and Liability
  • DHL’s standard liability for loss or damage is limited and calculated based on the weight of the shipment (usually measured in Special Drawing Rights per kilogram).
  • Additional declared value cover may only apply if purchased before dispatch.
  • For documents, DHL generally does not assign an intrinsic monetary value, and compensation is limited to shipping charges or nominal weight-based liability.
5. Process for Claiming
  1. Customers must contact DHL directly through the DHL Customer Service Portal.
  2. If the claim is not resolved, customers may then request WLS to submit a claim on their behalf.
  3. Email info@wlegalisation.co.uk with:
    • Order Reference
    • Tracking Number
    • Any courier correspondence and evidence

9. Courier Surcharges

Where a courier applies any additional surcharges to a shipment, Westminster Legalisation Services reserves the right to pass these charges on to the customer. Such surcharges must be paid in full by the customer who contracted the service.

These surcharges may include, but are not limited to:

  • Elevated Risk Surcharge
  • Address Correction Surcharge
  • Green or Environmental Surcharge
  • Remote Area Delivery Surcharge
  • Restricted or Prohibited Destination Surcharge

This list is non-exhaustive, and additional surcharges may apply depending on the courier and destination.

If a shipment becomes subject to any such surcharge, WLS will notify the customer and provide details of the applicable fees. Payment of these charges will be required prior to completion of the service or release of the shipment.

10. Final Notes

  • Claims can only be submitted after the courier’s official investigation timeframe has elapsed.
  • WLS acts as a facilitator only and cannot guarantee compensation.
  • All compensation is subject to the courier’s respective Terms and Conditions of Carriage.
  • Customers are advised to retain all shipping documentation and correspondence until the claim is fully resolved.
  • WLS will charge a £5.00 admin fee for every successful claim processed.