Our consumer expert Jane Hawkes has shared her advice on dealing with delivery firms.

Her tips come as delivery disasters become an increasing irritant of modern life.

According to OFCOM, who regulate parcel deliveries, Evri and Yodel customers are the least satisfied with their experience when it comes to contacting parcel firms for help.

Amazon and DHL are the best performers.

In October Ofcom published its annual Post Monitoring Report, which set out data and trends in the postal sector, including people’s experiences of sending and receiving post.

It revealed UK addressed letter volumes fell by 9.0% to 6.6 billion items in 2023-24.

Despite this continued trend, the research outlined how around two thirds (64%) of people say post is important to them for staying in touch with friends and family.
Eight in 10 (82%) say there are things they will always need to send by post.

The report also found that, while on average eight in 10 parcel recipients (78%) are satisfied with parcel firms, two thirds (67%) have had a delivery issue in the past six months. The most common issues experienced are delivery delays (27%), parcels being left in an inappropriate location (23%), the delivery driver not knocking loudly enough (20%), and not being given sufficient time to answer the door (19%).

Consumer expert Jane Hawkes says consumers have a range of options to solve a delivery dispute and they need to act quickly to have the best chance of resolving it.

She explained: “While the delivery company might be the organisation which has messed up, when you buy an item you enter into a contract with the retailer, not the courier company.

“You are entitled to a refund if a parcel is left somewhere without your permission, such as at a neighbouring property or in a communal unsecured area.”


Her top tips are:

Complain to the retailer as soon as possible - if you experience a problem you should complain to the retailer as soon as you become aware of the issue. It is up to the retailer to investigate, find a solution and if appropriate provide a refund or appropriate redress.

Know your delivery rights - retailers are expected to deliver purchases within a reasonable time frame usually within 30 days from the date of purchase. Failure to do so and after any agreed deadline is a breach of contract under the Consumer Rights Act 2015.

If your delivery was time specific i.e. a date was specified when you agreed the contract and it does not arrive at the specified time, then you can claim for a refund including postage costs accordingly.

If you didn’t agree on a delivery date and the parcel is late then you should try to liaise regarding a delivery date so the retailer has the opportunity to fulfil the order. However, if the new deadline is not met then this is a breach of contract and you can request a refund.
You are entitled to a refund if the parcel was left in a place that you hadn’t agreed to beforehand.

Be clear about delivery instructions - it’s worth remembering that if you specify a safe place for delivery and something goes wrong, your order could still be deemed as received. If you didn’t provide specific delivery instructions then it’s the retailer who is responsible for your purchase until received.

Choose your safe place wisely, consider asking a trusted local neighbour or friend rather than opting for the front porch or refuse bin. You are entitled to a refund if a parcel is left somewhere without your permission such as at a neighbouring property or in a communal unsecured area.

Seek a refund via method of payment - if a refund is applicable but you’re hitting your head against a brick wall with customer services, seek the refund via “method of payment” under the Consumer Credit Act instead for breach of contract.

Section 75 allows required card providers to refund for disputed purchases of over £100, though you need to bear in mind that there’s a 120-day time limit on debit card purchases. You will need to provide proof of your dispute with the retailer to support your claim.

Do your research - prevention is always better than cure. Don’t just look at the reviews for the product you are buying before purchase but check the reviews for the courier too.

Many retailers will have a certain company they use, so have a look at the feedback from other customers. If it’s dire, then perhaps see if you can get the product from a company which uses a more reliable courier. It is worth looking at how good they are at dealing with missing parcel complaints and refunds.


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