• MY daughter sent her passport through special delivery at a post office branch in Seven Sisters Road, at the junction with Hornsey Road, in Holloway, on July 19.

Two weeks later, after trying to contact her employer (waiting for this passport), she discovered that no one knew where her passport could be. She assumed her document was sent without any issues.

She rang Royal Mail but there is only an electronic voice which does not recognise letters and numbers given as a reference number. We rang over and over again for hours.

Then we went in person to the post office branch in Holloway and all they (manager and staff) did for her was to produce a paper claim for stolen or damaged items. It had no envelope to attach a receipt of her special delivery tracking reference number.

She paid £6.50 for the delivery service and the manager at the branch did not offer any further information about the malfunctioning or failure of their system.

I filled a compensation form, but we do not know whether they take any responsibility for the value of a passport, which is over £80, including passport photos.

Royal Mail is providing an awful service to customers and we seem to have no rights, unless we have a receipt with the value of a product. How can it get away with this?

VICTIM OF A LOST OR STOLEN BRITISH PASSPORT
(Name and address supplied)