Since this particular case is now cut and dried, I figured there’s no harm in reproducing my complaint to PF and the reply I received. The ‘incoming links’ to my previous post made for depressing reading however…someone seemed to think I want to rip off HMRC by trying to avoid paying customs VAT, which is categorically not true!

That sort of reaction’s a shame really, because I’m actually very sympathetic to RMG’s workforce. What’s causing my frustration (and others too, such as the writer of this excellent piece) is a management decision, and the employees have to work under difficult conditions: a changing business model in which bulky online mail order items are replacing letters, for instance. Furthermore, some poor souls have to deal with the letters and e-mails of complaint, and take the flak off us via Twitter too.

This whole affair has a negative effect on customer trust and satisfaction, and must be harming morale among RMG employees. I want these articles to be constructive, not “whingeing” as someone put it. What I’d like to see happen is the system being made fairer for all concerned. Customers shouldn’t be made to feel like criminals when they buy goods legally abroad and are fully prepared to pay customs; and RMG shouldn’t need to resort to clawing back extra revenue through trumped-up charges.

The nature of the delivery business IS changing, and if the RMG’s commitment to its customers is more than lip service, this practice of forcing us to pay for unsolicited services needs to stop. Otherwise, it’s simply an act of hiding behind a change in the law to make more profit on their part.

My e-mail of complaint was:

Many of us shop online, and quite often the stuff comes from abroad and incurs certain customs charges. I don’t mean things like alcohol and tobacco: I mean ordinary consumer goods like DVDs, music CDs and electronics.

This article isn’t about HMRC and Customs either, or avoiding paying what you legally should pay; their website isn’t the most user-friendly around, but it gives a detailed run-down of what customs duty and import VAT are, and how much you should expect to pay for what. This is about the UK postal service’s part in this…and what we can – and can’t – do about their policy on delivering parcels sent from abroad.

Customs charges and postage

Import VAT is levied on most imported goods from outside the EU, and is usually charged at the standard 20% rate. When calculating how much import VAT you need to pay, bear in mind that HMRC charge a percentage of the item(s) AND the postage cost. When ordering stuff from abroad, you need to take into account both the cost of your items AND the shipping!

When you order from abroad, the sender attaches a customs note that indicates the contents of the package and their value. It is then processed by HMRC, the relevant charges levied, and is then passed on to a UK courier for delivery to the recipient’s address. This is where it gets problematic.