Ofcom Considers Tougher Rules as Parcel Delivery Complaints Rise

Customer satisfaction with parcel delivery has fallen for the first time in three years, according to Ofcom’s latest annual survey, as delivery issues become more common and disabled customers continue to report greater difficulties.

Overall satisfaction stood at 75% in 2026, down from 78%, where it had remained since 2023. Scores varied considerably between delivery firms, ranging from 64% to 84%, Ofcom said.

The regulator found that 71% of parcel recipients had experienced a delivery problem in the previous six months, up from 68% a year earlier. The most frequently reported issues were delays (32%), parcels left in unsuitable locations (28%), drivers not knocking loudly enough (25%), and customers not being given enough time to answer the door (20%).

The findings come as parcel volumes continue to rise. UK consumers sent and received a record 4.6 billion parcels last year, an 8.6% increase on the previous year.

Contact satisfaction remains low

Among customers who contacted a parcel company about a delivery issue, Amazon and FedEx received the highest satisfaction scores, at 56% across the contact process.

Evri and Yodel ranked lowest for the fourth year in a row. Satisfaction with the contact experience was 26% for Evri and 34% for Yodel. Evri also recorded the highest dissatisfaction level, at 42%, followed by Yodel at 33%.

Across all operators, satisfaction with contact fell from 47% to 43% in 2026.

Ofcom said parcel companies had made changes to complaints processes after strengthened protections came into force in 2023, with some improvements in customer experience. However, it said the latest results showed that further action may be needed.

Disabled consumers and people with limiting conditions were more likely to report difficulties with delivery than those without such conditions: 76% compared with 68%.

Fergal Farragher, Policy Director at Ofcom, said:

“Parcels are a vital part of everyday life, and people rightly expect packages to arrive on time and without hassle. While some firms are delivering a good service, too many customers are still experiencing problems.

“Companies need to put customers first and improve performance, or we will consider further measures to make sure consumers are properly protected.”

Ofcom said it is considering whether stronger regulation is required and will provide an update in its annual monitoring report on the postal market in December.