A damning new report has exposed the best and worst parcel delivery firms in the UK, revealing that a record number of Britons are experiencing significant problems with their online orders.
Millions of Britons Hit by Delivery Failures
Research from the charity Citizens Advice estimates that a staggering 15 million people encountered an issue with their most recent parcel delivery. The findings have prompted calls for the regulator, Ofcom, to take much tougher action against the worst-performing companies in the sector.
The report, which surveyed more than 8,000 UK adults via Opinium, focused on the top five delivery companies by parcel volume. It assessed them on key areas including customer service, delivery performance, accessibility, and trust.
The League Table: From Best to Worst
Topping the list for the fourth consecutive year was Royal Mail, which secured an overall rating of three stars. The postal service scored highest for trust, earning four stars, though it received a lower score of 2.8 for accessibility. This top ranking comes despite Royal Mail being hit with a £21 million fine in October for missing its annual first and second class mail delivery targets.
In second place was Amazon Logistics with a score of 3.2 stars, while DPD and Evri tied for third, both earning 2.25 stars. Landing firmly at the bottom of the ratings was Yodel, one of the UK's largest delivery services, which scored a meagre two stars out of five overall.
Calls for Regulatory Action and Company Responses
Dame Clare Moriarty, Chief Executive of Citizens Advice, did not mince her words. She stated, "Our league table has tracked parcel problems from warehouse to doorstep. We continue to see millions of people chasing lost parcels, having their accessibility needs ignored and hitting a brick wall when they try to complain."
The charity is putting pressure on Ofcom, accusing it of having "passed the parcel of responsibility for long enough." In response, an Ofcom spokesperson highlighted its "strong track record of holding parcel firms to account" but acknowledged that experiences vary and pledged to keep pressing for improvements.
Evri acknowledged the findings, stating it had "further improvements planned" despite recognising its progress. A spokesperson for Royal Mail expressed pleasure at its top ranking, citing "great strides" in customer convenience. Amazon emphasised that most deliveries are problem-free, and they work directly with customers to resolve any rare issues.
This report paints a clear picture of a delivery sector under strain, with millions of consumers bearing the brunt of inconsistent and often poor service.
