How to Complain to DPD

When parcels arrive late, are damaged or do not show up at all, the frustration can be immense. DPD is one of the most widely used couriers in the UK, but like any delivery service, things occasionally go wrong. If you have had a poor experience, whether as a recipient or sender, there are several ways to make a formal complaint and have the issue investigated properly. Knowing the right process can improve your chances of resolution and help ensure the problem does not happen again.

Start with the App or Website Support

Most complaints can be initiated through DPD’s app or website, where you will find a help and support section with options to report a delivery issue. These include late deliveries, missing parcels, damaged items and incorrect delivery locations. The system may ask you to confirm your tracking number, delivery postcode and nature of the complaint. This creates a digital record of the issue, which can be escalated to the customer service team if required. This is often the quickest way to begin the complaint process and is accessible 24 hours a day.

Contacting DPD by Phone

If the problem is urgent or the online system does not provide a solution, you can contact DPD by phone to speak to a customer service representative. When calling, you will first be routed through an automated service that asks for your tracking number and basic information. If the issue cannot be resolved using automated tools, your call may be transferred to a live agent. Speaking to a human can be particularly useful for situations such as parcels delivered to the wrong address, ongoing delivery delays or unresolved previous complaints.

Raising a Formal Complaint

If the initial support route does not lead to a satisfactory resolution, you may choose to raise a formal complaint. This can be done by filling in a complaint form on DPD’s website, usually found in the customer services or contact section. You will need to provide your contact details, tracking number, and a clear explanation of what happened and what outcome you are seeking. If you are a business customer, you can also raise complaints through your account manager or business support channel for a more direct resolution path.

What Happens After You Complain

Once a complaint is received, DPD will usually investigate by checking delivery records, GPS tracking data and driver notes. If the complaint involves a lost parcel or delivery error, the depot involved may be contacted for internal follow-up. In some cases, DPD will issue a goodwill gesture or provide a refund or compensation depending on the level of service failure. If the complaint is about driver behaviour or conduct, it may be addressed through internal HR channels. You should receive a response within a few business days, although times may vary depending on the complexity of the case.

When to Escalate Further

If you do not receive a satisfactory response or the complaint is ignored, you can escalate the matter to external organisations. For instance, if you bought the item from an online retailer, it is often easier to raise a complaint directly with the seller, who may handle the issue with DPD on your behalf. For serious disputes, you may also contact the Citizens Advice consumer service or escalate to a formal complaints resolution body. It is rare for complaints to reach this level, but having a record of your attempts to contact DPD will support your case if needed.

Summary

Complaining to DPD can be done through their app, website or by phone, depending on the nature of the issue. Starting with the digital system is usually the fastest route, but phone support is available for more urgent or complex cases. Formal complaints can be raised through their online contact forms, and business account holders have dedicated support options. If DPD’s resolution is unsatisfactory, further action can be taken through external consumer support services. Clear communication and accurate tracking details will strengthen your complaint and improve your chances of a fair outcome.