New research from Citizens Advice has laid bare a crisis in the UK's parcel delivery market, with over a third of consumers reporting problems with their most recent delivery. The charity's annual league table places Royal Mail at the top, while Yodel languishes at the bottom, failing to improve on its dismal two-star rating.
The State of UK Parcel Delivery
A staggering 15 million people – equivalent to 37% of parcel service users – encountered an issue with their latest delivery. The survey, conducted by Opinium Research between August 29 and September 27, polled 8,000 UK adults who had received a parcel in the previous month from one of the top five delivery firms by volume: Royal Mail, DPD, Yodel, Amazon Logistics, or Evri.
The most common frustrations for consumers included drivers leaving before the recipient could reach the door (29%), parcels being left in insecure locations (24%), and late arrivals (24%). The research indicates that the rate of parcel problems remains at its highest level in five years.
Accessibility and Complaints: A System in Crisis
Performance on meeting accessibility needs has actually deteriorated this year, despite Ofcom introducing new requirements for companies to allow disabled customers to register their requirements. Citizens Advice found that three million people with accessibility needs (37%) remain unable to communicate them to delivery firms.
The situation is equally bleak when it comes to complaints and customer service. Nearly half (47%) of those who experienced delivery problems faced further difficulties when trying to resolve them. These hurdles included delayed responses, problems with automated systems like chatbots, and the need to contact companies repeatedly to get a reply.
Call for Regulatory Action
Citizens Advice is now urging the communications regulator, Ofcom, to take tougher action. Dame Clare Moriarty, chief executive of Citizens Advice, stated: "Ofcom has passed the parcel of responsibility for long enough. We've been doing the work of the regulator for five years now by holding parcel companies to account and speaking up for consumers who are bearing the brunt of persistently poor service."
She added that their research continues to show millions of people "chasing lost parcels, having their accessibility needs ignored and hitting a brick wall when they try to complain." The charity is calling on Ofcom to scrutinise performance and impose penalties on the poorest performers.
In response, an Ofcom spokesperson highlighted their "strong track record of holding parcel firms to account" and pointed to strengthened regulations introduced in 2023. These rules mandate that postal operators must have a simple and transparent complaints process and clear policies for the fair treatment of disabled customers.
The spokesperson acknowledged that while overall satisfaction is reasonably high at 78%, people's experiences vary significantly depending on the delivery company. Ofcom confirmed it will continue to work with Citizens Advice to ensure consumers receive a reliable service.
