Parcel Delivery Complaints Put Evri and Yodel Bottom of Ofcom Rankings
Written by Al Baker | Founder & Editor, The Penny Pincher - Last updated: the 30th of October 2026
Waiting for a delivery is frustrating enough without having to chase a missing parcel through an unhelpful complaints system. New Ofcom research puts Evri and Yodel at the bottom of its parcel delivery complaints and contact-satisfaction rankings for the fourth consecutive year.
The findings concern what happened when recipients contacted the companies about a delivery issue, rather than how many parcels arrived successfully.
There’s a practical point for anyone ordering online: when the shop arranges delivery, it’s generally the shop’s responsibility to put delivery problems right. You can ask a courier where your parcel is, but you shouldn’t have to resolve the retailer’s dispute with its delivery company. That’s particularly useful to remember when a missing Christmas present leaves you being passed between the two.
What Ofcom found about parcel delivery complaints
Ofcom’s findings, published on the 27th of October, show overall delivery satisfaction fell from 78% to 75%. Meanwhile, 71% of recipients reported at least one delivery issue in the previous six months, up from 68%. That’s a measure of people who encountered a problem, not a claim that seven in ten parcels went wrong.
The full survey report averages satisfaction across three parts of the contact process: ease of contact, how staff handled it and whether the issue was resolved. The table below shows that combined measure for the nine firms reported. It shouldn’t be read as a lost-parcel rate or a ranking of delivery speed.
Amazon and FedEx led on this measure, while Evri and Yodel recorded the lowest scores. Yodel was acquired by InPost in 2025 and now operates under that brand, although the research labels it Yodel. The results describe recipients’ reported experiences and won’t predict every individual delivery.
Delivery problems can create more than inconvenience
Common problems included delays, parcels left in unsuitable places and drivers not giving people enough time to answer. Disabled people and those with limiting conditions were more likely to report difficulties, at 76%, compared with 68% among those without such conditions. A delivery process that assumes everyone can reach the door immediately can leave some customers particularly poorly served.
Ofcom is considering stronger protections and expects to give a further update in December. That announcement doesn’t create a new automatic compensation payment for a late parcel. For an order that’s already gone wrong, your existing consumer rights are the place to start.
If your order hasn’t arrived, contact the retailer
For a purchase from a business where the retailer arranged delivery, the retailer is responsible for getting the goods safely to you. Give it the order number and expected delivery date, explain what you’ve received or haven’t received, and ask it to investigate. If tracking says “delivered”, mention that explicitly rather than letting the retailer assume the tracking entry settles the matter.
A short message could say: “My order is marked as delivered, but I haven’t received it. I didn’t authorise delivery to the location shown in the photograph. Please investigate with your courier and arrange delivery of my order.” Adapt that wording to what actually happened, keeping the order confirmation, tracking details and any delivery photograph.
Different rules can apply if you independently hired a courier that the retailer didn’t offer. Under section 29 of the Consumer Rights Act, risk can pass to you when the retailer hands the goods to that courier. Choosing one of the retailer’s own checkout delivery options isn’t the same as arranging an entirely separate courier yourself.
A safe-place instruction can change your position
If a parcel disappears after being left in a porch or with a neighbour, establish whether you authorised that location. Citizens Advice explains that an agreed delivery place can affect the seller’s responsibility, so look at the instructions attached to the order or delivery account. A place you approved months ago might still be saved as your preference.
If the driver chose somewhere you hadn’t agreed to, tell the retailer and ask it to resolve the missing delivery. A photograph of a parcel outside the door doesn’t, by itself, explain whether that was an authorised place to leave it. Be precise about the location, what you agreed and whether the parcel was there when you looked.
If delivery is late, explain the deadline you agreed
The law normally requires delivery within 30 days unless another period was agreed. Missing a deadline that was essential can allow you to end the contract, as can the retailer refusing to deliver. In other cases, you’ll generally need to give an appropriate additional delivery deadline before ending the contract for non-delivery if that deadline is missed too.
For a time-sensitive order, tell the retailer before buying that delivery by the specified date is essential, and keep its agreement. If you need a birthday present for Saturday, an estimated arrival window offers less certainty than an agreed essential deadline. The circumstances and what you agreed matter when asking for a refund, so don’t assume every one-day delay creates an immediate right to cancel for non-delivery.
If the goods arrive damaged, report that to the shop too
Take photographs of the damage and packaging, then contact the retailer promptly with the order details. Your rights for faulty or damaged goods can include a refund, repair or replacement, depending on the circumstances and timing. Explain whether the item itself is damaged, rather than only the outer box, and ask how it wants any return arranged.
If you’re sending your own parcel rather than receiving a shop order, your claim may instead be against the delivery service you booked. Keep the booking details, proof of posting and evidence of the contents and value. For future bookings, our Royal Mail parcel prices guide explains the difference between services and why a delivery aim isn’t necessarily a guaranteed deadline.
Keep the complaint focused on the outcome you need
Ask for a clear next step, such as an investigation, redelivery or the refund you’re entitled to, and keep a record of the response. Ofcom’s complaints guidance explains the routes for postal-service problems, but the regulator doesn’t resolve individual disputes. If the retailer or courier won’t put things right, use its formal complaints process and seek consumer advice about the next option.
Frequently asked questions
Who should I contact if my online order hasn’t arrived?
Contact the retailer if it arranged delivery. It should investigate with its courier; you can also contact the courier for tracking information, but that doesn’t transfer the retailer’s responsibility.
Can I get a refund if a parcel was left outside and disappeared?
Your position depends on whether you agreed to that delivery location. Tell the retailer if the parcel was left somewhere you hadn’t authorised, and explain that you haven’t received it.
Does Ofcom resolve individual parcel complaints?
No. Ofcom monitors the market and sets rules, but it doesn’t resolve individual parcel disputes. Start with the retailer or delivery company responsible and use its complaints process.
