United Kingdom case kit
For when the free letter has not worked: everything you need to follow up, escalate and use the official route, in one place. Templates and information, not legal advice.
You may not need this. For a single £8 Royal Mail fee, the free letter is usually enough. Buy the kit only if the amount at stake is clearly larger than its price.
What is inside
- Evidence checklist. What to gather before you write or call, so the first reply can be a decision.
- Follow-up letter. For when the carrier or seller has not answered your first (free) letter.
- Escalation letter. A formal complaint asking for a final answer, naming the official route you will use next.
- Official form walkthroughs. Which form or route applies, when, where to file and the deadline, with the official link.
- Deadline calendar. Every legal clock for the country, and how to turn them into calendar reminders on your device.
- Phone script. What to say, what to ask for, and what to write down during the call.
Routes covered
- BOR286: Royal Mail / Parcelforce overcharge or return · form BOR286 (gov.uk)
- C285: other couriers · form C285 (gov.uk)
- Refuse before paying · 21 days from the Fee-to-Pay (personal.help.royalmail.com)
- BOR286 / C285 (Northern Ireland) · form BOR286 / C285 (gov.uk)
Get the kit
Not on sale yet. These templates are waiting for review by a qualified lawyer. Checkout opens after that review.
Not legal advice
Parcelsline is not a law firm, carrier, customs authority or broker. You adapt and send everything yourself. Nothing in the kit guarantees a refund.
Free preview: evidence checklist
- The Fee to Pay card or email (photo), including the reference number and the date on it
- Order confirmation showing the price, postage and whether the seller charged UK VAT
- Proof of payment of the item and of the Fee to Pay
- Tracking history screenshots from Royal Mail, Parcelforce or the courier's official site
- If returned or refused: proof of return or refusal and the date
- For gifts: anything showing it was a private gift between individuals
Deadlines in the calendar
- Pay the Fee-to-Pay (online by day 19) or it is returned after 21 calendar days (personal.help.royalmail.com)
You can already add these to your calendar for free from the decoder.
Fees it helps with (examples)
- Royal Mail handling fee: £8; £25 for goods over £900 (full declaration). (royalmail.com)
- Parcelforce handling fee: £12; £25 for goods over £900 (full declaration). (royalmail.com)