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Missing letter – investigation, complaint and case log | Word/PDF/Excel
Missing letter – investigation, complaint and case log | Word/PDF/Excel
- File format
- DOCX, PDF, XLSX
- Document language
- 5 Swedish work instructions 1 Swedish user guide and 1 English User Guide; the work instructions are in Swedish only
- Number of files
- 7
Digital download. No physical product is shipped.
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About this template
Has a letter gone missing or not arrived? This downloadable document package helps you, as the sender or recipient, gather facts, contact the postal operator, document a complaint, and follow up on any investigation or claim. For Swedish individuals and businesses handling letters, not standard parcel claims.
Immediate answer: First contact the postal operator that handled the letter. State the dispatch date, address, and any tracking ID. If the letter lacks tracking, the operator may have limited options for investigating it. Financial compensation does not arise automatically when a letter goes missing.
01 · Package contents
Five different Swedish working letters, a Swedish user guide, and an English User Guide. Each document is available as an editable Word (.docx) and a searchable, printable PDF (.pdf). In addition, there is a separate Excel register (.xlsx) with nine tabs. 15 customer files in total: 7 DOCX + 7 PDF + 1 XLSX. The images show actual document excerpts, not completed official forms.
02 · What the files contain
Request for investigation, claim for a trackable letter, delivery complaint, request for review, and preparation for PTS's e-service. The guides explain document selection and legal limitations. Excel separates verified events, submitted complaints, evidence, actual costs, claimed amounts, and decided or paid compensation.
Which letter should I use?
Example 1: You have sent a regular letter that never arrived. Start with document 01 to ask about the operator's actual search options, without an automatic compensation claim.
Example 2: You have a receipt and letter ID from a purchased trackable or registered service. Choose document 02 and check exactly the terms that applied to the service.
Example 3: You can show a pattern of incorrect or missing delivery. Use document 03 for documented observations. If you have already received an incomplete rejection decision, use document 04.
Example 4: After contacting the operator, you have reason to believe that an unorderable domestic letter may be with PTS. Document 05 helps you prepare the information, but does not replace PTS's e-service.
Files and formats – complete list
| Document | Use | Language | Format |
|---|---|---|---|
| 01 – Request for investigation | A factual inquiry to the postal operator when a letter has not reached the recipient. | Swedish | DOCX + searchable PDF |
| 02 – Claim for a trackable or registered letter | For a claim with terms of service, receipt, shipment ID, and possibly a specified claim. | Swedish | DOCX + searchable PDF |
| 03 – Complaint about mail delivery | Describe repeated, documented delivery deviations. | Swedish | DOCX + searchable PDF |
| 04 – Request for review | Follow up on an earlier decision from the postal operator, when an internal review path exists. | Swedish | DOCX + searchable PDF |
| 05 – Supporting documents for PTS application | Prepare information for PTS's official e-service for missing unorderable letters. | Swedish | DOCX + searchable PDF |
| 06 – User guide | Work order, contractual limits, document selection, sources, and Excel instructions. | Swedish | DOCX + searchable PDF |
| 07 – English User Guide | Instructions in English for the Swedish working letters; not translated letters. | English | DOCX + searchable PDF |
| 08 – Case register for missing letter | Nine tabs for shipments, events, complaints, evidence, costs, and contact log | Swedish | XLSX |
Excel: nine tabs and verifiable calculations
START, Shipments, Events, Complaints, Evidence, Costs, Contacts, Overview, and READ ME. Fill in a case ID per shipment and register only information you can verify. The tool can calculate calendar time between an agreed date and verified receipt, or between the complaint date and the actual response. This arithmetic is not a statutory delivery deadline. Sums of costs and payments show only registered amounts.
Example: If an agreed date is November 3 and verified receipt is November 7, Excel shows four calendar days. For a submitted claim of 170 SEK and an actual decided amount of 110 SEK, the difference of 60 SEK is shown. It is not a calculation of the right to compensation. The customer file contains no pre-filled personal information, sample cases, or macros.
How to use the documents
- Check that the letter was sent, the address was correct, and which operator and service were used.
- Save the submission receipt and tracking information if available. Regular letters are often untrackable.
- Choose the correct document and replace all information in brackets. The first page of the working letters contains instructions; only send the completed letter text if appropriate.
- Contact the postal operator through its designated channel. Note the case number and received confirmation.
- Register verified answers and supporting documents in Excel. Request an internal review only if such a channel exists.
- If an unorderable letter may have ended up with PTS, follow PTS's special instructions and submit any report in the correct e-service.
Legal and limitations – Swedish postal law
The Postal Act (2010:1045) regulates, among other things, reliability (Chapter 2, Section 6), compensation for lost, damaged, or delayed letters (Chapter 2, Section 7), handling of unorderable letters (Chapter 2, Sections 9–13), and complaint procedures (Chapter 4, Section 10). According to Chapter 2, Section 7, letter loss, damage, or delay gives the right to compensation from the postal delivery company only if it has been agreed between the company and the sender. A letter without tracking or compensation terms does not automatically have insurance coverage.
PTS handles certain unorderable letters when the operator cannot return them. PTS's unit does not accept packages or loose items that fell out of letters, and does not guarantee that any letter will be found. The Swedish Consumer Agency distinguishes between private letters, parcel shipping, and goods purchased from businesses: when it concerns an item purchased from a business, the customer's claim may need to be directed to the seller instead.
Not included: parcel claims to the carrier, claims for goods purchases against the seller, court action, guaranteed compensation, automatic PTS application, or promises of a certain processing time. The documents are not official forms. Use the forms and response channels required by the respective operator.
Related products and correct difference
If the case instead concerns packages, goods, or damaged transport, Transport damage report & shipping claim may be relevant. If you want to organize the labeling and operation of physical mailboxes, Property boxes & mailboxes is another type of register, not a complaint letter.
Common questions about missing letters
What do I do when a regular letter has not arrived?
Contact the operator first with any possible facts about the dispatch and address. A regular letter often lacks a tracking ID, and the operator's options to search may therefore be limited.
Do I always have the right to money if PostNord lost my letter?
No. The Postal Act, Chapter 2, Section 7, links the right to compensation to what has been agreed between the postal delivery company and the sender. Check the service's terms of service.
Can I send the letter to PTS directly?
Contact the postal operator first. If an unorderable letter may be with PTS, you can use PTS's special e-service. Our document 05 is only preparatory supporting documentation.
Can I fill out the PDF directly on the computer?
No. The PDF files are searchable and printable but are not interactive fillable forms. Edit the DOCX in a compatible Word program.
Are the Swedish complaint letters translated into English?
No. Five working letters and one guide are in Swedish. The seventh file is a standalone English user guide that explains how the Swedish letters are used.
Does Excel make a legal damage calculation?
No. Excel only calculates actual date differences and registered cost amounts. A claimed compensation is not the same as a decided amount or a debt.
Official sources and control
Riksdagen: Postal Act (2010:1045), current version · PTS: Missing letters · PTS: If you need to complain · Swedish Consumer Agency: Send and receive letters and parcels · PostNord: Checklist for claims.
Edition 1.0 · Source review through AI-assisted review 2026-11-07 · Jurisdiction Sweden · No independent external legal review, no official approval, and no guaranteed outcomes. Check current laws and terms of service before the document is sent. Digital ZIP delivery is linked only when the product is published.
