'Persistently poor' delivery firms are failing millions

As millions of Britons faced issues with their most recent parcel delivery, a new report has revealed how customers rate some of the biggest delivery companies.

- HARRIETTE BOUCHER

New research from Citizens Advice estimates that a record 15 million people experienced a problem with their latest parcel in the UK, as the charity calls on Ofcom to take tougher action. Yodel, one of the UK’s largest delivery services, landed bottom of the ratings, scoring just two out of five stars overall for its customer service, delivery, accessibility and trust.

Dame Clare Moriarty, chief executive of Citizens Advice, said: “Our league table has tracked parcel problems from warehouse to doorstep. We continue to see millions of people chasing lost parcels, having their accessibility needs ignored and hitting a brick wall when they try to complain.”

The table looks at the top five delivery companies by parcel volume. More than 8,000 UK adults who had recently received a parcel from one of the five companies were surveyed by Opinium as part of the research and asked to rate the services.