Avanti West Coast Delay Repay

[Essan]

Thank you again for all your replies.
Included in today's post(!!) my claim has been returned to me unopened and a yellow sticker for £5 00 to pay in a sealed Post Office envelope! The claim form was addressed to Freepost Avanti West Coast Delay Repay! Does anyone think it would be worth re-submitting?

This is clearly a Royal Mail error (and a quite unacceptable one, IMO)

Given the lapse of time, I think you'll probably need to email Avanti, to explain why your claim is so late (any ordinary submission would likely be rejected as being well outside the 28 day time limit). You might also want to consider a complaint to Royal Mail!

 

[Mcr Warrior]

This is clearly a Royal Mail error (and a quite unacceptable one, IMO)

How is it Royal Mail's fault? That's not how Freepost works is it? Don't Avanti, one way or the other, have to agree to pay for mail that's sent to them unstamped, and have on this particular occasion failed to pay up?

 

[MrJeeves]

How is it Royal Mail's fault? How exactly does Freepost work? Don't Avanti, one way or the other, have to pay for mail that's sent to them unstamped, and have on this occasion failed to pay up?

Yes, annual license charge for the "FREEPOST Name" service, plus the cost of 1st Class postage for each item delivered (£1.30 for letters).

My impression was that it would be invoiced to the business, and not that it would operate on a pay-to-release system...

 

[Tazi Hupefi]

How is it Royal Mail's fault? That's not how Freepost works is it? Don't Avanti, one way or the other, have to agree to pay for mail that's sent to them unstamped, and have on this particular occasion failed to pay up?

I think you totally misunderstand how Freepost works! If they paid per item to release, it would be an absolute administrative nightmare.

It goes through Royal Mail, the OCR recognises the words Avanti Delay Repay, it's then routed accordingly and the Avanti account is charged later, and in bulk.

I suspect Royal Mail have mishandled /missorted the mail and essentially treated it as being without any postage paid at all, which is why the fee is £5.
Avanti will never have even been aware of this.

Some people abuse this by sending bricks and other hefty items to Freepost addresses for companies that they don't like. The recipient doesn't really have any choice other than to pay up as per their license.

 

[jfollows]

How is it Royal Mail's fault? That's not how Freepost works is it? Don't Avanti, one way or the other, have to agree to pay for mail that's sent to them unstamped, and have on this particular occasion failed to pay up?

Because the form they ask you to use on their Web site at https://www.avantiwestcoast.co.uk/-/media/files/delay-repay-downloadable-form.pdf is addressed to “Freepost AVANTI WEST COAST DELAY REPAY”

 

[MrJeeves]

Because the form they ask you to use on their Web site at https://www.avantiwestcoast.co.uk/-/media/files/delay-repay-downloadable-form.pdf is addressed to “Freepost AVANTI WEST COAST DELAY REPAY”

Meanwhile the page that links to that form says you should send it as recorded post!

 

[Tazi Hupefi]

Meanwhile the page that links to that form says you should send it as recorded post!

It is possible to do so at the post office, you pay the extra £1 or so for the recorded signed for service. Tends to get used when people have speeding tickets to pay and have to return information to the police.

 

[jfollows]

It is possible to do so at the post office, you pay the extra £1 or so for the recorded signed for service. Tends to get used when people have speeding tickets to pay and have to return information to the police.

Although best advice is to use first class post and free proof of posting.

For me, here, it's a moot point because I wouldn't use the post for Avanti Delay Repay myself either, but if I did I wouldn't bother with the recorded/signed for stuff. As I didn't when I renewed my passport and sent the old one to them - they probably advised otherwise then too.

 

[Hadders]

It wouldn't surprise me if Avanti have forgotten to renew their Freepost address with Royal Mail. It's the sort of thing I can imagine happening at Avanti....

 

[gray1404]

Send an email to Avanti today and enclose proof of everything. I would also ask that Avanti as the account holder complain to Royal Mail.

At the same time you should submit a separate complaint to Royal Mail. They will maybe send you a book of stamps in the post but their reply is evidence you could use to show Avanti it was not your fault and you are now trying to resolve it.

If Avanti reply trying to fob you off then respond asking for the case to be reviewed and show them any reply you have received from Royal Mail in response to your complaint. Hopefully the postmark on the envelope that was returned to you shows you submitted it as ler the instructions on their website within 28 days.

 

[Belperpete]

Although best advice is to use first class post and free proof of posting.

For me, here, it's a moot point because I wouldn't use the post for Avanti Delay Repay myself either, but if I did I wouldn't bother with the recorded/signed for stuff. As I didn't when I renewed my passport and sent the old one to them - they probably advised otherwise then too.

To use first class post, you surely need the full Postal address, whereas the form only gives the shortcode freepost address. I suppose you could send it to their business address, but then I suspect you might get pretty much the same response as if you try and contact their customer services team about a delay repay matter.

And why were you sending your passport to Avanti?

 

[jfollows]

And why were you sending your passport to Avanti?

Good point! Always interesting to see how things read versus their intention.
Of course I meant to say that I sent the old passport to the Passport Office without using recorded/signed for.