DPD Complaints: How to Complain About a Parcel Delivery

It depends on who you paid. Under the Consumer Rights Act 2015, goods remain at the seller's risk until they come into your physical possession, or that of someone you identified to take them. Ofcom says that if you buy from an online trader and your parcel is damaged or does not arrive, you can seek redress from the retailer.

You can end the contract and get your money back in some cases, and set a new deadline in the rest. Unless you agreed otherwise, the seller must deliver without undue delay and not more than 30 days after the contract was made. You can treat the contract as at an end straight away if:

• the seller has refused to deliver
• delivery on time was essential, taking into account all the relevant circumstances when you made the contract
• you told the seller before the contract was made that delivery on time was essential

In any other case, you can set a period that is appropriate in the circumstances and require delivery before it ends. If the goods still do not arrive, you can treat the contract as at an end. The seller must then reimburse all payments without undue delay. If the seller will not pay, our guides to chargeback and small claims set out the next steps.

DPD's complaints charter gives three ways to contact its customer service team. Have your parcel number, your full address and your contact details ready.

DPD says it aims to resolve complaints within 5 working days, or up to 28 days for more complex ones. It also says it will sometimes have to refer you to the sender of your parcel.

That depends on whether you are receiving or sending. If you are waiting for a parcel that is delayed, marked as delivered when you do not have it, or damaged, Evri says to contact the sender. In most cases that is the retailer, who can provide a refund or replacement, which Evri cannot do.

If you bought a label directly from Evri and sent the parcel, use its online chat or call 0330 808 5456. Lines are open 8am to 4pm Monday to Friday and 8:30am to 2pm on Saturday. Have your 8 or 16 digit tracking number ready. If you are unhappy with the outcome, contact Evri the same way and say you want to escalate your complaint.

Contact Royal Mail customer services on 03457 740 740 to make a compensation claim. Ofcom's advice sets out what you can get for items posted with Royal Mail that are lost or damaged, if you have proof of posting and proof of value.

Compensation for delayed mail becomes payable three working days after the due delivery date. Royal Mail's own compensation policies have the full terms.

Ofcom's 2026 survey, published on 27 October 2026, puts Evri and Yodel last for the fourth year running on how they handle contacts and complaints from recipients. Amazon and FedEx came top.

The most common problems were delivery delays (32%), parcels left in an inappropriate location (28%), drivers not knocking loudly enough (25%) and not being given enough time to answer the door (20%). Ofcom says it is considering whether stronger regulation is needed, and will update on this in its December postal monitoring report.

Ofcom will not take up your individual case, but its rules set what the company must do. Ofcom's guidance says parcel customers should be told who to contact and which channels to use, told what the complaint process will be and how long it will take, and dealt with by staff who have had appropriate training.

If you bought the item, the seller is still your route. Our guide to refunds covers your rights against the seller, and if you paid by credit card, section 75 may let you claim from the card company. Our consumer guides cover the rest.