Have you experienced issues with couriers and parcel deliveries? How easy was it complain? Who should you complain to? How well was your complaint dealt with? Further to Ofcom’s Review of Postal Regulations in July 2022, parcel delivery firms will be expected from today to make changes to the way they deal with complaints. What are the new Ofcom rules for couriers and will they work? Read on to find out.
What are the new Ofcom rules for couriers?
Under the new Ofcom rules for couriers, delivery companies will be expected to ensure customers are aware of the complaints process and how long it will take. Communication channels will need to be clear so that customers know who to contact about their complaint and staff dealing with complaints will need to have received appropriate training.
From the 1st November new protection for disabled customers will also come in to effect. From this date delivery companies will need to have policies and procedures in place to ensure disabled customers can communicate their delivery needs. Companies will also need to ensure these needs are met by couriers.
Who should you complain to about parcel deliveries? What are your consumer rights?
When you agree to buy goods, you enter into a contract with the retailer NOT the courier company. You should complain to the retailer as soon as you become aware of any delay, damage or loss. This also applies if you feel that it is poor customer service on the part of the courier, which has caused the issue. It is up to the retailer to investigate, find a solution and if appropriate provide a refund or appropriate redress.
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 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.
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.
Ofcom do not deal directly with individual complaints. Instead, complaints are recorded by service and provider. This data is then used to monitor, gather and track complaint levels. Complain accordingly to Citizens Advice (England and Wales.) Consumer Council (Northern Ireland) or Advice Direct Scotland. These organisations can provide Ofcom with information about issues experienced by customers.
Use social media channels to contact companies to register complaints such as Facebook and Twitter DM.
Join Facebook support groups for companies to identify issues and share tips as to how to contact couriers to make a complaint.
Escalate complaints to CEO level to expedite a response using details on https://www.ceoemail.com
Make a complaint with support via the free independent resolution platform Resolver.
Complain effectively to get the best results.
How can you avoid delivery issues with courier companies?
Choose your courier carefully. The cheapest option isn’t necessarily the best one. Read online reviews and social media post by customers to identify any potential issues.
Opt for tracked delivery and insure your package as appropriate. Keep tracking receipts handy for easy reference if needed.
Check that contact details for the courier are clear on their website before purchase and that there are multiple contact options including a free contact number..
What if companies do not follow the new Ofcom rules for couriers?
Around 10 million parcels are delivered in the UK every day. If companies fail to adhere timely to the new Ofcom guidelines for couriers, they could be subject to enforcement action and tougher regulations. We can only hope that they shape up. Watch this space…….
Like everyone else in this group, my husband and I are extremely frustrated and annoyed with the poor service EVRI (Cheap Parcel Delivery & Courier Service UK) provide. Our experience has been awful with them since we moved into our new place six months ago where we have experienced:
1 / them not deliver goods when we are home and had to run the driver to collect our parcels in the past during the cold winter.
2 / when stating on the app to put goods in a safe place, they refuse to do (as stated by the one driver who delivers to us) when they are clearly advised to put item in a safe place (porch/shed).
3 / they do not knock/buzz/ring door bell to make an effort to deliver goods and simply take photo of door and clearly lie to say ‘attempted’ to deliver goods. Driving to the door and taking a photo is not my definition of ‘making an attempt’.
I thought EVRI Courier service would aid and support me with delivering items to me that I did not have time to collect for or unable to get due to distance.
It is then very hard to contact EVRI by email and phone to inform them of their poor service. They do not call back when you make an enquiry on their website. This shows and proves they do not care about the people they deliver to. Companies that use this courier service should not be using a company with poor morals and beliefs. I now try to avoid using other companies that are associated/affiliated with EVRI.
Am really sorry to hear this Andra, I will pass this feedback on to Evri.
I have just telephoned Evri about a missing parcel. The computer I spoke to asked me to input my 16 fidget code how do you do this when speaking in the phone
Are you able to type the reference number in to the online chat instead Valerie? Their systems are not fit for purpose.
Evri consistently deliver to the same incorrect address. The property owner is, understandably, fed up with the situation and now refuses to let me collect from there, but also refuses my suggestion to put a note on the door to stop the driver from just leaving the goods. Evri eventually acknowledged their error, apologised and said they would ensure it wouldn’t happen again. However, the poor service continues and I have goods currently at the wrong address, which I am unable to collect. Unfortunately, e bay encourages the use of EVRI and most companies seem to use them – I guess because they are cheap. I am at my wits end.
Hi Heather, sorry to hear this, keep filling in the reviews for courier as they do raise red flags for investigation if consistently poor. Agreed re Ebay, vinted also has similar issues. If you can email me with more delivery reference, complaint reference and delivery address I can look in to this for you.