A complete fraud! As other complainants below have commented their complaints procedure is a lie. The phone lines cut you off and nobody responds. Just prerecorded nonsense. The website is deliberatley obfuscatory and nebulous and sends you round in circles. My parcel was not delivered and neither was a collection card left. I received a message saying that I had received it (false especially as I use a storage unit to collect mail etc.) from "Emma" and that it also gone back to the depot. Both can't be true. The so-called "chat" option is obviously automated and just stops communication. Utter liars. Next step Citizens Advice.