Please read the Information below, this has been designed to help you decide if a claim can be processed.
PLEASE NOTE WE DO NOT OFFER TELEPHONE ASSISTANCE FOR NEW OR CURRENT CLAIMS. ENQUIRIES MUST BE MADE IN WRITING TO THE ADDRESS SHOWN BELOW. PLEASE AVOID SENDING MULTIPLE EMAILS, THIS WILL ONLY DELAY THE PROCESSING OF ANY CLAIM YOU HAVE ALREADY SENT US.
Q. Are there Items that are NOT COVERED by Free Automatic Insurance?
A. Unfortunatly Yes, as we are not responsible for the packaging of goods transported through the network there are some items that are EXCLUDED from our FREE BASIC COMPENSATION Insurance, these are as follows:
GOODS THAT CONTAIN GLASS, CERAMICS OR PORCELIN, WORKS OF ART AND ANY GOODS SPECIFIED AS FRAGILE AT THE TIME OF BOOKING ARE NOT COVERED BY OUR POLICY.
Q. What happens if an item I send gets damaged?
A. In the unlikely event that an item is received damaged, you must first make us aware by emailing our claims department Click here to email. Our claims system is automated and you will receive a claims form and associated insurance documents to complete and return. Claims must be received within 14 days of delivery. Claims received outside this period will not be accepted.
Q. What if the recipient finds the goods damaged?
A. If the external packaging is in good condition then it will be deemed that the packaging was insufficient and no claim can be processed. Also, if the goods have been signed for in good order, no claim can be processed.
Q. Will I need photographic evidence of damage?
A. Yes, part of our claims procedure will require a minimum of 2 digital photos of the damaged item and packaging in either Giff or Jpeg formats.
Q. Is there a time limit?
A. Yes, we must be notified of any claim within 14 days from the date of final delivery. After this time, no claim can be made.
Q. How much compensation will I get?
A. The maximum compensation that we will pay out is £50 per consignment
Do I get a refund? (UK Parcel services)
Refund claims for the original carriage of goods in NOT ACCEPTED
Q. Do you Insure Goods being delivered outside the UK
A. We do not offer Insurance against loss or damage of goods being delivered outside the UK as standard, however we are able to quote seperate Insurance cover as a seperate charge based upon your requirements at the time oif booking. Please note that if you did not request Insurance cover at time of booking we are unable to offer cover when shipment is in-transit after collection has been made.
Q. Can I claim for a refund of a job cancellation charge or booking fee?
A. We do not offer any refund for cancellation charges after job confirmation has been confirmed with job number. This includes 'Courier' collections booked for dedicated vehicle where the goods were refused due to incorrect information being provided at the time of booking.
Our claims department can be reached at: claims@onecallcouriers.co.uk
Claims and complaints MUST be made in writing and addressed to:
Customer Service Manager
One Call International Ltd
4 Milldown Business Centre
Blandford Forum
DT11 7TD
Dorset