Hi i've been reading the other thread with interest but may be i need advice more directly aimed at my case {maybe?}
I've have imported some toy parts from Tiawan & they were posted on the 11.02.2011 & arrived for processing in the UK on the 13.02.2011.I checked the tracking & found they were awaiting Customs charging so i rang customs to see if i could pay them directly to avoid the Parcel Force fees.I was told that my Package hadn't incurred any charges & i should talk to Parcel Force which i did next.
I phoned Parcel Force only to be told there were no charges on my package & as we spoke it was travelling North to the Preston depot{my local Parcel Force depot} & should be out for delivery the following morning.I thanked the person i spoke to & put the phone down.
Next morning ,16.02.2011 i checked the tracking to find my package was being held pending charges.I phoned Parcel Force to be told that they couldn't see any charges on my package.Looking into it further the operator confirmed there were charges but as they hadn't been entered into the system they couldn't tell me what they were.I was given the Preston Depots number & phoned them immeadiately.
The Preston Depot couldn't help me either as they didn't have the packages details on their system.The only way that i was able to advance ,was for the operator to actually go downstairs into the depot & physically find my package.She confirmed that the package value was $38.83 US (about £24.22 at the time) she told me that my goods were listed as being worth $24 with the shipping being $14.83 but the Parcel Force charges were £20.21p which i later found out broke down into £6.71 VAT & the £13.50 clearance fee.
I spoke to customs again who confirmed that my package would have been charged VAT at 20% which i worked out to £4.84 not the £6.71 Parcel Force were asking for.
I spoke to Parcel Force again & asked them about the clearance fee.They told me that my package was listed as 24 hour express & because of that they charged me the higher fee of £13.50.I pointed out that as they had already delayed my package more than 24 hours what made them think that they could charge me the higher rate when they had already held my parcel for 24 hours.I was told the usual things of it being a legal fee which they were entitled to charge.
After that call i found this site & the other Parcel Force thread
I rang back Parcel Force last night & quoted the Postal Services act 2000 & expalined that i was now more aware of my rights.Eventually i was given the number to Parcel Forces managing directors office & this morning i spoke to a person there.After explaining my situation & giving my details again, the person i spoke to gave me his number {which i already had because i'd just phoned him to complain} & said he would look into what was happening & call me back.He is aware that i'm sort of armed with the facts & i'm refusing to pay & disputing the charges of £20.21 on my package.I've made it clear that i consider that Parcel Force is unneccessarily holding my package in lieu of a Civil Debt & if they don't release my Parcel,ideally delivering it but i am willing to go pick it up,i will take matters further.Parcel Force have stated they will not deliver my package unless their fee is payed.
My question is,how do i take it further & are there any template letters i can send if needed?Is there an Ombudsman i can contact?
Thanks for your help in advance & if i can answer any questions relating to what is happening here feel free to ask.
One last thing,this package,or rather it's contents would be swamped inside an A5 jiffy bag.
Edit: 16.06 hours.
I've just got off the phone to Parcel Force Preston,they are releasing my parcel upon my payment of the VAT {£6.71} so it should be with me tomorrow.For all my complaints it was with the help of a member of their own team that i managed to arrange this.They are however going to be invoicing me the clearance fees.
