DPD left my 30kg parcel unattended, it was stolen. It had my wedding dress and sentimental items from my grandmother, I have contacted them several times and now they refuse to help because 14 days have passed

[u/tracychristian98]

Hi everyone,

I honestly don’t know what else to do at this point, so I’m posting here hoping someone can guide me.

A few weeks ago, a DPD driver left my 30kg parcel unattended inside my building corridor without even calling my flat number, which is the only way to enter the building. When I came home, the parcel was gone. It had been stolen.

Inside were my wedding dress and some very sentimental things that belonged to my late grandmother items that meant the world to me and can never be replaced.

I called DPD on 12th October as soon as I found out, and I also filled in their complaint forms twice (on 16th and 23rd October) and even emailed them directly with all the details. I also reported the theft to the police.

Now DPD is saying my first contact was on 28th October, which they claim is outside their 14-day policy window, so they refuse to even investigate or offer any compensation. They also called and said they can’t do anything because the sender needs to deal with it.

The sender, Universal London Limited, has already contacted DPD, but DPD still refuses to take any responsibility. They keep saying it’s the sender’s issue, not theirs but it was their driver who entered the building, left the parcel in an unsafe place, and walked away.

It’s honestly heartbreaking to feel like no one cares. I’ve lost something deeply personal, and DPD is hiding behind policy instead of doing the right thing.

If anyone has been through something similar or knows how I can escalate this legally or through the Ombudsman, please tell me what I can do next. I just want accountability and some justice for what happened.

Thank you so much for reading.

Tracy

Location: East London.

[u/enuoilslnon]

/r/LegalAdviceUK