A postal worker allegedly “discarded” a package containing food and clothing into a bin, which was subsequently removed by waste collectors before it could be retrieved, according to a customer’s account.

Eslyn Daley dispatched the items from Birmingham to London in June, so her brother could deliver them to their family in Jamaica.

However, Post Office employees later showed her brother an image of the parcel situated in a nearby recycling bin, which had already been cleared away.

Royal Mail extended an apology, but Ms. Daley mentioned that she hasn’t received an individual apology. The company stated that it is “never” their policy to place parcels in bins and noted that the implicated employee has been addressed.

Ms. Daley, aged 67, expressed feeling “shocked, upset, and stressed” by the incident and her subsequent treatment by the company.

In response to a letter from her local MP advocating on her behalf, company executives have yet to provide her with a personal apology.

“You put trash and waste in a bin,” Ms. Daley asserted.

“If it’s an error, they need to demonstrate that to me, but they have not communicated anything to me.

“When you take on the responsibility of delivering something, you must ensure it arrives in good condition.”

The parcel included menstrual underwear that is not commonly found in Jamaica for her 12-year-old granddaughter, as well as soups and supplements for her 99-year-old uncle.

Despite the total estimated value of the items being around £100, she is limited to a £20 compensation due to opting for second-class postage.

Royal Mail advised utilizing their Special Delivery Guaranteed service for valuables, which comes with standard coverage of £750.

However, Al Carns, the MP for Birmingham Selly Oak, remarked that the company had “failed” and urged management to provide his constituent with a “fair financial compensation for her troubles.”

Jane Hawkes, a consumer rights expert based in Gloucester, noted that her inbox is increasingly filled with complaints about delivery issues.

She clarified that these concerns are not exclusive to one company, labeling the situation as “unacceptable.”

“An increasing number of parcels are being wrongly placed,” she stated.

“The pressure on couriers due to time constraints creates problems. Often they are compensated per delivery instead of per hour, which intensifies the stress.”

Mark Redmond, a former Royal Mail worker who now operates a leafleting service in London called Private Postman, observed that online parcel tracking can create confusion for those who are less technologically inclined.

It has become more frequent for couriers to leave packages in places like porches or bin sheds, then notify customers online about their whereabouts.

“They no longer consistently leave ‘sorry we missed you’ cards because they are too busy,” Mr. Redmond noted.

“For many elderly individuals who aren’t familiar with computers, this situation can be incredibly frustrating.”

The charity Citizens Advice stated that they have documented numerous cases of companies leaving packages in unsecured locations.

In a survey conducted in 2024 involving 8,000 participants, they found that 36% had experienced issues with their most recent parcel delivery.

Royal Mail stated that they received the highest rating for accessibility in that survey and has provided customers with options to register their specific needs.

The company added that when delivery cannot be made and no specific instructions have been provided, its policy is to leave packages with a neighbor, in an agreed-upon secure location, or return them for customer pickup.

“We sincerely apologize for the manner in which this item was handled and for the distress it caused Ms. Daley,” a company statement read.

“We have engaged with the postman involved and reminded the team of the expected standards to ensure this does not reoccur.”