Complain about a delivery or courier
If you bought something online, your contract is usually with the shop, not the courier. Under the Consumer Rights Act 2015, the shop is responsible for getting your goods to you in good condition. The exception is when you paid a courier yourself to send a parcel, then your complaint goes straight to that courier.
Write my letter- 1
Work out who you actually agreed with
If you bought goods from a shop and they chose the courier, your complaint goes to the shop. If you booked and paid a courier yourself to send a parcel, your complaint goes to that courier.
- 2
Gather your proof
Collect the order confirmation, tracking screenshots, delivery photos if any, and photos of any damage. Note dates, especially when the parcel was due and when it actually turned up or was marked delivered.
- 3
Put your complaint in writing
Email or write to the retailer, or the courier if you paid them directly. State what went wrong, what you want, such as a redelivery, refund or replacement, and give a clear deadline for a reply.
If that does not put it right: The independent postal complaints scheme, or the courier's own ombudsman or ADR scheme
For Royal Mail, its service is regulated by Ofcom, and once you have finished Royal Mail's own complaints process you can take an unresolved complaint to the independent postal complaints scheme. For private couriers such as DPD, Evri, UPS or FedEx, ask them directly which ombudsman or dispute scheme, if any, covers them, since not all belong to one. If a courier will not tell you, you can report it to the Citizens Advice consumer service, who pass details to Trading Standards.
Where this can go next
This is a plain English guide to the usual procedure, not legal advice. Every organisation has its own exact steps and timings, so ask for their complaints policy and follow it.