DPD UK complaint letter: lost parcels and delivery problems

Use this page to prepare a clear, firm complaint to DPD UK. The aim is to summarise what happened, what you want them to do, and the evidence that supports your position.

What this letter should achieve

• State the delivery issue clearly with dates and tracking number.
• Explain the impact (financial loss, missed event, replacement purchase, inconvenience).
• Request a specific remedy (location of parcel, replacement, refund, or compensation).
• Set a clear deadline for response and next steps if unresolved.

Common issues people complain about (Couriers)

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

Important: Who your contract is with

In many cases, your purchase contract is with the retailer, not the courier. This means the retailer may remain responsible for ensuring goods are delivered safely. If the parcel relates to a purchase, you may need to raise the issue with the seller as well as DPD.

What to include

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

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

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 still be responsible.
• If goods arrive damaged, you may be entitled to a refund or replacement.
• If delivery was time-critical and guaranteed, compensation may be available depending on terms.

Referring calmly to your statutory rights can strengthen your position.

What to ask for

• Be specific: confirmation of delivery location, retrieval of parcel, refund, replacement, or compensation.
• If financial loss occurred, itemise it briefly.
• Request written confirmation of the outcome.

Escalation and timeframes

Expected wait: Allow a reasonable time for DPD to review depot scans, driver logs, and GPS tracking.

Escalation route: DPD’s complaints process; escalations may involve the parcel sender (retailer) or ADR routes depending on contract. If unresolved, you may need to pursue the matter through the retailer or your payment provider where appropriate.

Practical tips

• Keep your letter factual and concise.
• Do not speculate about theft unless you have evidence.
• Retain screenshots of tracking before status changes.
• Save copies of everything you send and receive.