Citizens Advice calls for tough regulation for parcel delivery companies


Citizens Advice has called for urgent and tough regulations for the parcel delivery sector after the publishing of its first annual parcel company league table.

The table lists top parcel delivery companies and compares them against criteria such as customer service, problems and accessibility.

The research found that no delivery company received more than three out of five stars overall.

The two worst offenders were Yodel and Hermes, scoring 1.75 and 1.5 stars respectively, with Amazon Logistics scoring the highest, with a 2.75 rating.

DPD suffered the lowest score when consumers were asked if they’d had a problem with their last delivery, where 41 per cent of customers polled by Citizens Advice claiming so.

At the top end of the table, 32 per cent of Amazon Logistics customers reported an issue with their last delivery.

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The table also showed that 56 per cent of shoppers failed to get the help they wanted through Yodel.

With online sales increasing 56 per cent from the pre-pandemic levels, parcel problems have surged in that time as an unfortunate byproduct.

Citizens Advice is calling for stricter regulation for parcel delivery firms, with better complaints processes and fines from the sector’s regulatory body, Ofcom.

“Parcel deliveries became a lockdown lifeline for us all, but the scale of the problems experienced by many of us shows huge cracks in the sector,” Citizens Advice chief executive Dame Clare Moriarty said.

“Even though Amazon Logistics and Royal Mail top the table there’s still significant room for improvement. And Hermes and Yodel need to improve in leaps and bounds to make sure they’re providing a solid service to their customers.

“While this should be a wake up call for firms to strive to deliver a five-star service for consumers, we have serious reservations about how far companies will improve if left to their own devices.

“Our findings show it’s time for Ofcom to come forward and introduce tougher rules across the board for delivery companies.”

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