I appreciate the advice too. I've submitted a complaint to the CEO and he has replied saying he'll look into the matter.

Where You purchase a Service and request that the Parcel be delivered to the Consignee, we shall make one attempt to deliver the Parcel to the Relevant Delivery Point. If We are not able to deliver the Parcel, You authorise Us to try and deliver the Parcel to an alternative address close to the Relevant Delivery Point or to leave the Parcel in a safe place The word 'safe' is subjective but can't possibly apply to a front doorstep next to a busy road/footpath? How has this assurance not been broken in this case?

Thanks again for the advice. I don't think it's fair that they can break their own terms and conditions during the delivery process but rigidly adhere to them where the compensation is concerned. The point I tried to make on trust pilot was that customers make a considered judgement on insurance when they place their order based on the terms and conditions on the Collect+ website. Their driver did not adhere to those T&Cs in this case. Nowhere in those T&Cs does it say that "the parcel will be left in an UNSAFE location" or "handled with NO care or skill" or even "dumped on a public doorstep". If the T&Cs did say that then I would have purchased the additional compensation because I'm not that keen on bananas.

Response from Collectplus on Trustpilot: You make a very valid point about common-sense, Mr Matthewson, and we accept that items do from time-to-time get misplaced or damaged in transit which is why we have our compensation scheme. However, we apply it equally and consistently to those customers who submit a claim and we pay compensation up to the level of cover purchased or the sale price of the item, whichever is the lesser. Additional cover is available up to £300 for an additional fee of £5. PhilipM CollectPlus, Head Office This seems to miss the point completely in my opinion.

Thanks for the advice. I've emailed Philip Marsh at Collectplus asking for his thoughts. I know he's posted on here in the past so I'll update the thread if I get a response direct. I have proof of the value of the item at £112. I would argue that if they'd fulfilled their promises re. delivery then it was a considered risk not to increase the cover. If I'd known that they'd just dump the parcel on a door step then a) I'd never have used them or b) increased the insurance.

Thanks for the reply. Collectplus asked the driver what he did and then replied as follows: Good evening, Thank you for your patience whilst we have been conducting an interview with our driver regarding your delivery. I can confirm that the driver has advised that the parcel was left by your black front door. The driver has described the house as white with a black front gate as you enter. I would recommend contacting the sender directly as they will be able to issue a refund or replacement. I know this isn't the outcome you wanted but I hope you use our services in the future. Kind regards, Jodie"

I've recently sent a parcel via their service but it was simply left on the front doorstep of the delivery address and then stolen. Drivers have guidelines for leaving parcels. These guidelines clearly weren't followed on my delivery. The driver left the parcel next to the front door, clearly visible from a public footpath which runs adjacent to a busy main road. The value of the item inside was £112 plus the delivery fee. I have just received a refund of the delivery fee plus £50 as that's all I was covered up to. I accept that I should have increased the cover for this item but have they breached their contract and duty of care in this instance? In the current terms and condition, it clearly states: “We shall supply the Services to You using reasonable care and skill” and “leave the Parcel in a safe place”. Clearly not in this case. The T&Cs also state: We shall be liable for non-compliance with instructions if it is proved that the non-compliance was caused by Our negligence or the negligence of Our employees, agents or Sub-contractors and that the non-compliance has caused You loss. In this case, the negligence of the delivery driver has caused me a net loss of approx. £60. I think it’s reasonable to expect a level of common sense and consideration from the delivery team. Leaving a parcel on the front door step of a house which is next to a public footpath is absurd.