Royal Mail

How is RM addressing the problem of thieving by its staff?

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i lost proof of purchase when sending mobile phone to be fixed via special delivery who is liable?

i sent me phone by special delivery, i then found out they hadnt been delivered. i tracked it and its was still in process. i rang royal mail and because i didnt keep the reciet but i had tracking number and i confirmed were the phone was meant to be delivered and it matched with them. There still not letting me claim. now my insurance wont pay because i gave my phone to royal mail? what do i do? whats easier to loose a phone or piece of paper