8.6 Denial of Receipt
8.6.1 Postal Services
Should a recipient deny receiving an item sent on a postal service, it is recommended that they first check to
ensure they have not received a calling card from Royal Mail. They should also check any known Safe Places
and with Neighbours in case a calling card was not left.
As a part tracked service, items may not be tracked after handover to Royal Mail – therefore Whistl is unable to
assist where items have not been delivered.
8.6.2 Courier Services
If item tracking indicates an item to have been delivered with a signature or POD, there may be occasions when
a recipient denies receipt of the item.
If an item is delivered to a neighbour or safe place, this should be detailed on the calling card left by the courier.
If a calling card is not left, the recipient should ensure they have checked their known safe locations and with
neighbours in the first instance.
If all options are exhausted, denial of receipt issues may be escalated to your Whistl Customer Services
Specialist. These issues will be raised direct with our carriers who will investigate the query by contacting the
courier for more information.
If a replacement item is required, please refer to section 8.9 for more information on replacement items.
8.7 Refused Delivery
Should a recipient refuse delivery of an item, it will be treated as Undeliverable (see section 8.8). When an item is
refused by a recipient, re-delivery may not be rearranged.
If a replacement item is required, please refer to section 8.9 for more information on replacement items.
8.8 Undelivered Items
8.8.1 Postal Services
Postal items are returned direct to the sender Return Address on the item label by Royal Mail.
An item is returned to a recipients Royal Mail delivery office after the first delivery attempt if the recipient is not
home, the item will not fit through a letterbox or there is no ‘leave with neighbour’ option.
Items will be held at a recipients local delivery office for up to 18 days, following which Royal Mail will return the
item on a 3 day service to the return address detailed on the item.
No additional surcharges will be applied by Whistl for undeliverable postal items and items may not be tracked.
Whistl accepts no responsibility for the return of items by Royal Mail.
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Whistl Tracked Services Customer Guide
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