Part 1

You should spend about 20 minutes on Questions 1-14, which are based on Reading Passage 1 below.

Lost, Damaged or Delayed Inland Mail Claim Form

Before completing this claim form for lost, damaged or delayed mail you should visit www.royalmail.com to find out all you need to know about our policies.Alternatively you can get the details from our ‘Mail Made Easy’ booklet, available at any local post office branch. When you fill in the form, make sure you complete it in full, using the checklist that we have provided to help you. If you find that you do not have the evidence required to make a claim but would like us to investigate an issue with your mail service, the easiest way to do this is by visiting our website.

Lost items

If you wish to claim compensation for lost items, you need to send us original proof of posting, e.g. a Post Office receipt. If claiming for the contents of a package, you also need to provide proof of value,e.g. till item reference number, receipt, bank statement, etc.

Damaged items

When claiming compensation for items that have been damaged, you should send us the items themselves, if possible.However, if these are very large or unsafe to post, you may instead provide photographs as evidence of the damage.Please retain the original packaging (and damaged items, if not sent to us) as we may need to inspect them.

Time restrictions

We allow up to 15 working days for items to arrive, so cannot accept a claim for loss unless 15 working days or more have passed since the item was posted.

Claims for lost or damaged items must be made within 12 months of the postal date. Claims for delayed items must be submitted within 3 months of the date they were posted if the claim is made by the sender, or within 1 month of receipt if the claim is made by the recipient of the item.

Questions 1 – 7

Complete the notes below.

Choose NO MORE THAN TWO WORDS AND/OR A NUMBER from the passage for each answer. Write your answers in each gap.

Claiming compensation from the Royal Mail for lost,

damaged or delayed mail

Before filling in the form

• go online to learn about their policies or get the 1_____________ that contains the relevant information

When filling in the form

• refer to the 2____________ to ensure all the relevant sections are completed

(You can use their 3____________ to request action if you don’t have enough proof to make a claim.)

When claiming compensation for a lost item

• include proof that you have posted the item

• in the case of a package, include something (e.g. bank statement) to prove its 4____________ .

When claiming for the cost of a damaged item, include

• either the actual item or 5__________ showing the damage to the item

(You should keep the 6____________that was used when the item was originally sent.)

When to claim

• Lost or damaged items: within 12 months of posting the item

• Delayed items: if you are the 7____________ , you must claim within three months of posting the package

Questions 8 – 14

Look at the descriptions of six castles, A-F.

For which castle are the following statements true?

Write the correct letter, A-F, in boxes 8-14 on your answer sheet.

NB You may use any letter more than once.