How to complain to InPost about a locker or delivery service
Create a personalised complaint letter asking for the outcome that fits your case — such as an investigation, refund or compensation where appropriate.
ParcelClaim is independent and is not InPost. You can use the official contact and claim routes directly for free.
Official InPost complaint and contact options
Customer Care
Official contact help lists the form, phone and virtual assistant. For a locker problem, identify the locker location and parcel reference; do not describe it only as an order complaint.
Home delivery and partner parcels
InPost Help includes home-delivery topics and links Yodel by InPost transition help. Tell support which label/provider you used rather than assuming a locker label, home delivery and marketplace order share one claim route.
Step 1: make the initial complaint
First identify how the service was purchased. InPost’s policy says retailer/third-party bookings should be raised with that provider under its process; it asks recipients to contact the sender first, while still logging issues where it can help.
- For collection access or locker operation, give the location and time of the problem.
- For a direct booking, include the parcel number and the complaint reference from your receipt or email.
- For a marketplace/retailer label, preserve the partner case and any in-app reporting steps.
Step 2: follow up or request review
Under InPost’s complaint process, the Customer Care Agent reviews the complaint first. Unresolved matters go to the relevant Team Leader, then to a Specialised Complaints Team if necessary. Quote the existing reference and explain why the previous answer does not resolve the issue.
These are internal stages, not an independent ombudsman route. The policy points to consumer-advice organisations if the process ends without agreement. A third-party provider may have its own review route, which should not be replaced with InPost’s direct-service stages.
Complaint vs compensation claim
The customer claim form accepts only digital InPost labels bought through its website or app and directs third-party label users to that provider. Physically dropping off a parcel does not by itself make you the purchaser of the delivery contract.
The form and policy publish short, distinct claim windows for damage, delivered-but-not-received and loss. Check the applicable service terms and claim form promptly; do not wait for a complaint review to finish. Cover, exclusions and packaging requirements apply. This page does not promise that every missing parcel will be compensated.
Information and evidence to prepare
- Parcel number and locker/shop location, or home-delivery address.
- Whether the label came from InPost directly, a marketplace, retailer or another provider.
- Existing complaint reference; keep the reference email and its subject line.
- Proof of posting, value and relevant item/packaging photographs for a qualifying claim.
Help with common InPost parcel problems
For the underlying parcel issue, use the relevant guide. Keep the complaint focused on the service or decision you want reviewed.
- Empty locker: InPost empty-locker help.
- Collection marked delivered: InPost delivery-status guidance.
- Tracking stopped: InPost tracking 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.
Want InPost to put the problem right?
Create a personalised complaint letter asking for the outcome that fits your case — such as an investigation, refund or compensation where appropriate.
Create My Complaint Letter — £2.99Tailored to your case • You send it yourself. The draft does not submit an official claim, extend a deadline or establish entitlement to compensation. For a retailer-arranged order, select the buyer route and enter the actual seller; do not use the sender route just because you received a parcel.
For complaints about staff conduct or other service matters outside the form’s parcel issues, use the free official contacts above.
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.
ParcelClaim is an independent self-help service, unaffiliated with InPost. We do not contact the courier or send your complaint for you.