The best and worst delivery companies have been revealed in new research by Citizens Advice.
According to a survey carried out for the report, a record 15 million people experienced a problem with their latest delivery – more than one in three of those surveyed.
Yodel came last in a league table compiled by the charity, with a score of two out of five stars.
Royal Mail scored the highest at 3.25 out of five stars. Amazon Logistics came second with three stars, followed by DPD and Evri, which both got 2.25.
Citizens Advice’s league table measured the companies’ performance based on customer service, delivery issues and how well they met accessibility needs.
The most common issues people faced with their last delivery included the driver leaving before they had time to get to the door (29%), their parcel being left in an insecure location (24%), and parcels arriving late (24%).
The charity pointed to regulator Ofcom introducing guidance on complaints and accessibility in 2023, but said its research showed many parcel firms were still “ignoring the rules”.
‘Tougher action needed’
Dame Clare Moriarty, chief executive of Citizens Advice, said: “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 question now is whether the regulator will take tougher action to improve the parcel market once and for all.”
In response, Ofcom said in a statement to Sky News: “We have a strong track record of holding parcel firms to account on behalf of the public.
“That has involved tracking people’s experiences of parcel deliveries for over a decade, and, as a result, introducing strengthened regulations on parcel firms in 2023.
“Under these rules, postal operators must have a simple and transparent complaints process in place, and have clear and effective policies and procedures for the fair treatment of disabled customers.
“While overall satisfaction is…
