The complaints against Postnord are usually about letters or parcels that have been damaged or not arrived at the recipient. Since 2016, the General Complaints Board, ARN, has received over 300 complaints against the postal company, but only seven of the applicants have been right by the board.

"The most common thing is that the mailings have come off," says Bo Helin, preparation lawyer at the General Complaints Board to SVT Nyheter.

Must be agreement

In order for a complaint to be tried in the General Complaints Board, it must comply with ARN's instructions for what the board can try. The instruction says that there must be an agreement between the consumer and the postal company.

- In many of the cases we receive, you would instead have notified the sales company with whom you have an agreement, says Bo Helin.

ARN's instructions also state that the consumer's claim must amount to SEK 500 in order to be entitled to compensation, which means that the value of the product must exceed that amount.

- Of all the cases we receive, there are few that we can try. When it comes to being able to try a case, then we have to follow the Postal Act and according to it, the consumer is only entitled to compensation if it has been agreed upon, says Bo Helin.

To have their case tried, the complaint must reach ARN within one year of the incident.

Postal North: Most packages find the right one

Peter Hesslin, business area manager for e-commerce and logistics at Postnord, says that the traceable letters and packages usually find the right person. A letter that is not sent as recommended is not possible to advertise or receive compensation for.

"The vast majority of packages come to their rightful owners sooner or later, sometimes it takes longer," says Peter Hesslin.

He explains that it is not Postnord that replaces the private individual for a damaged or lost letter or package, but it is the company that has sold the goods.

- It is a matter between consumer and retailer. Should something go wrong with a letter or package, it is very rare that the e-retailer does not replace it, he says.

In about twenty complaints since 2016, the recipient and Postnord have agreed on their own, without ARN's involvement.

The postal service company DHL had the second most complaints, 21, at ARN during the same time period, where only one complaint was examined by the board.