ClearComplaint
Professional complaint letters
UK-ready Calm, factual Evidence-led One-off £3

How to complain to Evri

Generate a structured complaint letter to Evri based on your timeline, reference numbers and evidence. Clear, firm, and ready to send.

Parcel not delivered Delivered to wrong address Damaged parcel Missing parcel Compensation claim
Generate a complaint letter (£3) How it works Back to Couriers & deliveries Typically ready to send in 2–4 minutes.

How it works

1) Add facts What happened, key dates, and who you spoke to.
2) Pick an outcome Refund / replacement / compensation / correction.
3) Send with confidence Clear structure, calm tone, next steps.

Tip: receipts, screenshots, order numbers, account references, and chat/call notes help — but you can still complain effectively without them.

Escalation and evidence

If you do not get a satisfactory response, you can escalate. The right route depends on the sector and whether the firm uses an ADR/ombudsman scheme.

  • Sector: couriers
  • Regulator / ombudsman / ADR: Evri’s complaints process; claims may need to be raised by the sender (retailer). Escalation may involve ADR or payment-provider routes depending on contract.
  • Typical wait before escalation: Allow a reasonable time for investigation, particularly where depot scans, GPS tracking, or driver reports must be reviewed.
  • Evidence that helps: Tracking number, delivery confirmation, retailer order reference, photos (damage/location), safe-place details, and correspondence.

Your letter should request a written response and set a reasonable deadline.

Generate a structured complaint letter to Evri

Evri complaint guidance

Use this page to prepare a clear, structured complaint to Evri. The aim is to summarise what happened, what you want resolved, and the evidence supporting your position.

What this letter should achieve

  • State the delivery issue clearly with dates and tracking number.
  • Explain the impact (financial loss, replacement costs, missed event, inconvenience).
  • Request a specific remedy (locate parcel, refund, replacement, compensation).
  • Ask for written confirmation of the outcome.

Common issues people complain about (Couriers & deliveries)

Typical themes include: Parcel not delivered, Delivered to wrong address, Damaged parcel, Missing parcel, Compensation claim. Keep your complaint focused on the main issue and avoid unrelated grievances.

Important: Who your contract is with

In many consumer purchases, your contract is with the retailer rather than the courier. This means the retailer may remain legally responsible until goods are delivered into your physical possession. If the parcel relates to a purchase, you should also notify the seller.

What to include

Evidence: Tracking number, delivery confirmation, retailer order reference, photos (damage/location), safe-place details, and correspondence.

  • Date and time shown in tracking.
  • GPS or photo proof (if marked delivered).
  • Details of any safe-place or neighbour instructions.
  • Photos of packaging and damage (if applicable).

Your rights under UK consumer law

Under the Consumer Rights Act 2015, goods must be delivered as agreed. For most consumer purchases, risk remains with the retailer until goods come into your physical possession.

  • If a parcel is marked delivered but not received, the seller may remain responsible.
  • If goods arrive damaged, you may be entitled to a refund or replacement.
  • Compensation may depend on the service level and contractual terms.

Referring calmly to statutory rights and contractual obligations can strengthen your complaint.

Escalation and timeframes

Expected wait: Allow a reasonable time for Evri to review tracking data, depot records, and driver logs.

Escalation route: If unresolved, you may need to pursue the issue through the retailer’s complaints process, ADR routes where applicable, or your payment provider (e.g. chargeback) depending on circumstances.

Practical tips

  • Keep your complaint factual and concise.
  • Avoid speculation about theft unless supported by evidence.
  • Take screenshots of tracking before status updates change.
  • Retain all correspondence and delivery notifications.
Generate a structured complaint letter to Evri

Evri complaints FAQ

What if Evri says my parcel was delivered but I did not receive it?
Request GPS delivery confirmation and any photo proof. If the parcel relates to a purchase, contact the retailer as they may remain responsible until the goods are in your possession.
Can I claim compensation from Evri?
Compensation depends on the service used and contractual terms. In many cases, claims must be initiated by the sender rather than the recipient.
Who is responsible for a missing parcel?
For most consumer purchases, the retailer remains responsible until goods are delivered into your physical possession under UK consumer law.
What evidence should I provide?
Provide your tracking number, screenshots of delivery status, photos of damage or delivery location, and correspondence with the retailer or courier.
What if neither Evri nor the retailer resolves the issue?
If unresolved after a reasonable period, consider escalation through the retailer’s complaints process, ADR routes where available, or your payment provider where appropriate.
Generate a structured complaint letter to Evri

More Couriers complaint guides

Know your rights and escalation options

Popular complaint letters