This is exactly the problem: I don't know what I am doing! I want to have a clear plan before I begin - but the more I read, the more overwhelming it seems. I'm asking myself if it's worth all the effort - but I hate the thought of having to pay the price for their negligence.

Is a "letter of claim" different from a "complaint letter"? Should a complaint letter come first? Must these letters be sent via physical mail? Does this website contain any good quality sample letters than I can base mine from? Sorry if these seem like daft questions but going through these forums, I feel like I'm being bombarded with information. Different people seem to use different terminology and it is making me incredibly confused. I understand that every situaation will be different but is there a reasonably straight forward guide I can follow? Something that lays out each step I need to take and how long to allow between each step.

Thanks for the reply. I booked through the InPost website. There is no mention of Yodel either on their website or within the tracking details. I only believe it went through Yodel because of the images the buyer sent me of the incorrect parcel. The label had Yodel on it but I have had no confirmation from InPost. I had always believed InPost were their own courier. I also forgot to mention that when booking the delivery, I was not asked for the value of the parcel, nor was I offered the opportunity to purchace enhanced insurance.

I've read through some of the posts here -but there's so many of them that I don't really feel much wiser about how to proceed. I sold a small computer for £36 on eBay. I paid for InPost's services directly through their website. I dropped the parcel off at my local lockers and everything seemed to go fine until my buyer reported that thay had received a pair of pink sweat pants instead of the item that I had posted. The buyer provided pictures of the package and it looks like it was delivered by Yodel. My belief is that whoever emptied the lockers has mixed up the label intended for my parcel with someone else's. This was almost two weeks ago. I have contacted InPost three times via the web form on their website but I have received no response whatsoever aside from the automated confirmation that my message was received. I don't know how to proceed. Should my grievance be with InPost or Yodel? Is there a better way of contacting InPost? Their website doesn't appear to provide any address or contact details (only the web form which the have not responded to.)