How to complain to DPD UK about a parcel service

Official DPD complaint and contact options

Step 1: make the initial complaint

Tell Customer Services whether you are receiving the parcel, booked the shipment yourself or are acting for the account customer. Identify the service on the booking: DPD UK, DPD Local and a broker booking should not be treated as interchangeable.

• Give the parcel reference and the event or support response you are disputing.
• Ask for the specific action needed: an investigation, explanation or correction of a service decision.
• Save the chat or note the call date, complaint reference and agreed next step.

Step 2: follow up or request review

DPD’s Charter describes assessment, investigation, a decision and follow-up, with further internal investigation or escalation where needed. It does not name a separate public appeal team or escalation email. It also says some complaints must be referred to the sender.

As practical follow-up, return through the same official channel with your complaint reference, the previous answer and the evidence it did not address. Ask who is handling the unresolved point and how you will receive an update.

Complaint vs compensation claim

A delivery-service complaint and a loss/damage compensation claim are separate. DPD UK’s standard terms define the customer as the party contracting with DPD; section 13 places claim notification and supporting-evidence duties on that customer. A recipient may be asked for a denial-of-receipt statement without becoming the contractual claimant.

If the retailer or another sender booked DPD, ask that party to pursue its claim. If you booked through a broker or a different DPD service, use the terms and claims route attached to that booking. Check claim time limits promptly; waiting for a complaint review does not extend them.

Information and evidence to prepare

• Parcel reference, delivery postcode and the booking/service name.
• Sender or account-customer details and your relationship to the shipment.
• Previous complaint reference, dates and the disputed response.
• For a claim: booking receipt, proof of value and damage/packaging photos; keep items available for inspection.

Help with common DPD parcel problems

For the underlying parcel issue, use the relevant guide. Keep the complaint focused on the service or decision you want reviewed.

• DPD says delivered: Delivered-but-not-received help.
• Missing parcel: DPD loss and refund guidance.
• Return missing: DPD lost-return help.

Retailer arranged the delivery?

For a UK consumer purchase from a business where the seller arranged delivery, Citizens Advice guidance puts delivery responsibility with the seller. Asking the courier to investigate can help, but the seller is normally the party to pursue for the missing-order remedy.

If you independently appointed a carrier not offered by the seller, or the purchase was from a private seller, the position can differ. Identify the actual booking and purchase arrangements rather than treating every recipient as the courier’s contractual customer. For returns, check who supplied or paid for the return service.

Use retailer says contact the courier help or missing-order refund guidance for the purchase dispute. Our complaint directory lists retailer contacts.

Official sources

Checked on 3 October 2026. The links support the published contacts, processes and qualifications above. Evidence preparation and follow-up suggestions are ParcelClaim practical guidance unless a formal stage is identified. Recheck the relevant service and booking terms before contacting the operator.

• DPD UK Contact Us
• DPD UK Complaints Charter (PDF)
• DPD UK standard carriage terms, effective July 2026 (PDF)
• Citizens Advice: delivery responsibility for a consumer purchase