Post Office failed to deliver on Japanese money transfer

My daughter is in Japan as part of her university course and opened an account with the Japanese Post Bank. The UK Post Office International seemed an ideal way to transfer funds over, but my first transfer of £300 was returned. When this happened I went into my bank, Santander, and staff there were able to make a transfer to her Japanese account successfully. Meanwhile, the £300 payment which didn't make it was back with the Post Office, but in Japanese yen. Post Office International won't credit it to me as sterling, so I decided that it ought to have another try. I found out myself that an intermediate bank was needed, gave the Post Office the details of the intermediate bank and the appropriate website, and had to inform it that the transfer needed to be in US dollars (or euros). It seemed I was having to guide the process, whereas I expected Post Office to be the expert. The money has now been returned, this time with $80 deducted. I don't feel like starting again but would like my £300 back as pounds and I really feel it ought to be able to cope with transactions of this sort. RK, Willerby, North Yorks We are inclined to agree with you. The Post Office transfer website claims customers will get "help and guidance from our expert money-transfer customer-service team" and while transfers to Japanese banks are relatively unusual, this is what the Post Office service is supposed to offer. When we asked it to look into this matter, it blamed you for not providing the correct information. However, you say it had exactly the same information you gave to Santander. The Santander payment went through, albeit after some detective work from the staff at Santander's Willerby branch. They spent a lot of time making sure it would go through. It's good to get a rare commendation for Santander, so well done to Willerby. The Post Office says it has now agreed to refund you the $80 you lost as result of the mix-up, and you have decided to use Santander for future transfers to Japan. We welcome letters but cannot answer individually. Email us at [email protected] or write to Bachelor & Brignall, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number