ClearComplaint

Company complaint letter guide

Evri complaint letter: lost parcels and delivery problems

Create a structured Evri complaint letter for lost parcels, delayed deliveries, damaged items, tracking problems or poor delivery service.

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Evri preloaded £3.99 launch offer No account required Writing support, not legal advice

Choose the problem

Start with the Evri issue that matches your complaint

Parcel complaints need the tracking number, delivery promise, status history and evidence of loss or damage.

Delivery delay

Use this when delivery is late and the delay has caused practical or financial loss.

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Poor tracking or communication

Use this when tracking is inconsistent, missing or contradicted by delivery evidence.

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Poor complaint response

Use this if the complaint is ignored or the answer does not address the evidence.

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Complaint route

How a delivery complaint should progress

Complain with tracking evidence first, then ask the courier or retailer to confirm the investigation outcome.

Delivery complaint route

Start with tracking evidence

Give the tracking number, promised delivery date, delivery evidence and what went wrong.

Ask for an investigation

Ask for a written investigation outcome rather than a generic tracking update.

Escalate by contract route

If unresolved, check whether the sender, retailer or courier is responsible for the next step.

Parcel claims can depend on whether you are the sender, recipient or retailer customer.

Evidence checklist

What to include for each Evri complaint type

Use the checklist to make the letter specific enough for the company to investigate and respond.

Complaint type Evidence to include Likely outcome to request
Parcel not delivered Tracking number, delivery photo, address, order confirmation and contact history. Delivery investigation, refund route or written explanation.
Delivery delay Tracking events, promised date, updates and impact. Delivery update, refund of delivery charge or service review.
Damaged parcel Photos, packaging, item value, tracking and report date. Damage review, reimbursement or claim outcome.
Poor tracking or communication Tracking screenshots, messages, attempted delivery records and contact history. Investigation and written explanation.
Collection problem Collection booking, time slot, messages and impact. Rebooked collection, refund or explanation.
Poor complaint response Complaint reference, dates and unresolved points. Substantive reply or escalation.
Parcel not delivered
Evidence to include
Tracking number, delivery photo, address, order confirmation and contact history.
Likely outcome to request
Delivery investigation, refund route or written explanation.
Delivery delay
Evidence to include
Tracking events, promised date, updates and impact.
Likely outcome to request
Delivery update, refund of delivery charge or service review.
Damaged parcel
Evidence to include
Photos, packaging, item value, tracking and report date.
Likely outcome to request
Damage review, reimbursement or claim outcome.
Poor tracking or communication
Evidence to include
Tracking screenshots, messages, attempted delivery records and contact history.
Likely outcome to request
Investigation and written explanation.
Collection problem
Evidence to include
Collection booking, time slot, messages and impact.
Likely outcome to request
Rebooked collection, refund or explanation.
Poor complaint response
Evidence to include
Complaint reference, dates and unresolved points.
Likely outcome to request
Substantive reply or escalation.

Outcome request

What you can ask Evri to do

The strongest complaint letters state the practical result you want, not just what went wrong.

Delivery investigation Refund Replacement Compensation review Written explanation Service review

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.

Evri complaint FAQs

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.

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