Prior to initiating a formal complaint, it is important to have a clear understanding of DPD’s operational guidelines and policies. These terms and conditions serve as the foundation for all interactions, including the process of addressing complaints.
For submitting your formal complaint, please direct your correspondence to:
Shelley Parfett
Head Of Customer Service
DPD UK
Roebuck Lane, Smethwick, B66 1BY
Alternatively, if you prefer online communication, you can utilize the DPD chat service.
Documentations
The Service Provider is not required to consider any claims until all fees, associated charges, and taxes linked to the relevant parcel have been settled.
Timelines
The Customer is responsible for promptly informing the Service Provider (DPD) of any invoice-related queries within 14 calendar days from the date of the invoice. Furthermore, the Customer must confirm these queries in writing to the Service Provider within 28 calendar days from the invoice date. Failure to adhere to these timelines releases the Service Provider from liability for any invoice errors and eliminates the obligation to refund any payments made by the Customer.
Lodging Your Complaint
Although the document lacks specific guidance on how to file a complaint, it is recommended to reach out to DPD’s customer service directly. You can usually achieve this through telephone, email, or by using a form on the company’s website. Make sure to include all pertinent information concerning your concern, including any relevant documents.
Dispute Resolution
Any disagreement arising from the contractual relationships between the Customer and the Service Provider, the services provided by the Service Provider, or associated with these terms and any other legal associations between the Service Provider and the Customer will fall under the exclusive jurisdiction of the courts located in the country where the Service Provider is headquartered.
ref: 15503180557470. postcode: DN37 0SG. Estimated time of delivery 11:15 am 28/05/2024. Earlier today DPD UK came to my house to deliver a TV soundbar. I was busy in my kitchen so I asked the courier to leave the package on my front doorstep. He refused to do this and said it was DPD policy that I had to open the front door. When I didn’t do this he left taking the package with him.
Dear Brent,
Thank you for contacting us regarding your recent delivery experience.
Firstly, I apolgise for any inconvenience this may have caused. The primary concern is the security and safe delivery of your parcels, which is why DPD have strict policies in place. As part of DPD UK’s policy, couriers are required to ensure that the recipient is present to receive valuable items, especially high-value goods like a TV soundbar. This is to prevent the risk of theft or damage when left unattended.
In this instance, the courier adhered to the policy by not leaving the package on your front doorstep without confirmation of receipt. We understand this may have caused inconvenience, but the intention is to protect your purchase from potential theft or loss.
Below link can help you raise any concerns with the courier directly to DPD
Thank you for your understanding and cooperation.
Best regards,
Howard Mate
EveryParcel.co.uk
https://everyparcel.co.uk/how-to-complain-to-dpd/
You are saying that you haven’t picked up the parcels when you did pick it up and scanned the barcode when I try to contact someone it keeps saying the parcels has not been sent
Hi Ray, what is your tracking number I can look into this with DPD for you?
On Thursday 15th we arranged to have a parcel picked up and delivered next day to our sons house. We paid £42 to cover insurance as it was a valuable item. The courier refused to take the parcel saying it did not have the correct printed label (we did not realised one was needed as your website when we booked the pick up said nothing about this). The courier refused to wait a couple of minutes while we printed off a label. He said he would come back next day and could we leave the parcel in the porch. He did not come back and when we finally got to speak to someone they were very rude and said it was our fault and we would have to re book and pay again.We have not done that and our parcel is now happily on it’s way via Royal Mail.
This was a very bad experience of using dpd and needless to say we won’t be using dpd again.
We have a parcel number which is dpd10903021 This seems to be the only number I can find.
The very least you could do is to refund our £42.
David Robson.
Today I received a notification that a parcel would be delivered to me. I am on holiday and made arrangements with a neighbour to accept this package in my absence. On receipt of the notification I tried using DP’s redirection service but instead of allowing me to input the full address of my neighbour, it provided a list of alternative addresses. Missing from this list was a whole range of numbers which included a significant part of my area – including that of myself and my neighbours.
I then tried to complain by email and found that DPD do not want emails. Only contact by apps, chatbot,or a phonecall. I do not use a mobile phone, so WhatsApp is unavailable to me. I would not use a ‘chatbot’ as this is impersonal and no more than an automated service likely to provide further frustration. And see no reason why I should incur significant costs by phoning a non-local number.
Having started with a complaint abolut being unable to redirect my parcel, this has now grown to one of anger at the customer service in general of this company. They clearly reject their responsibilities of accountabilty.
Hi John
Have you tried this email – makeitright@dpd.co.uk
Please feel free to let us know how you get on.
Kind regards
The EveryParcel Team
I was expecting a delivery of goods for my company on the 02/11/2024 where I was in awaiting my parcel and left a not on the system stating for my parcel to be left outside my front door so I don’t miss my delivery and know I would be notified by my ring doorbell if I did not get to my door on time when the driver arrived.
Unfortunately the driver stated he attempted delivery and was unable to gain access so the driver took it upon himself to take my parcel to a local shop but was rejected as the parcel was too big.
The driver then took it upon himself to redirect my expected business supplies parcel to the depot for ot to be sent back..
When I attempted to have my goods reschedule for delivery back to my home address they stated there was nothing they can do as the parcel was in the depot to be sent back…
The standard protocol of two attempted delivery was not followed and unauthorised delivery address of a local shop was made by the driver to which I never agreed to.
Very unfair treatment and delivery protocol was made by my delivery driver. I called customer services to put in a complaint against the way the delivery driver and how he handled my parcel and requested for an update into the complaint investigation to which customer services “Nabeel” stated he cannot provide but will put out my complaintto have it investigated. How do you expect your customers to put in a complaint a not recieve feedback on the investigation related to the complaint
I was expecting a delivery of goods for my company on the 02/11/2024 where I was in awaiting my parcel and left a not on the system stating for my parcel to be left outside my front door so I don’t miss my delivery and know I would be notified by my ring doorbell if I did not get to my door on time when the driver arrived.
Unfortunately the driver stated he attempted delivery and was unable to gain access so the driver took it upon himself to take my parcel to a local shop but was rejected as the parcel was too big.
The driver then took it upon himself to redirect my expected business supplies parcel to the depot for ot to be sent back..
When I attempted to have my goods reschedule for delivery back to my home address they stated there was nothing they can do as the parcel was in the depot to be sent back…
The standard protocol of two attempted delivery was not followed and unauthorised delivery address of a local shop was made by the driver to which I never agreed to.
Very unfair treatment and delivery protocol was made by my delivery driver. I called customer services to put in a complaint against the way the delivery driver and how he handled my parcel and requested for an update into the complaint investigation to which customer services “Nabeel” stated he cannot provide but will put out my complaintto have it investigated. How do you expect your customers to put in a complaint a not recieve feedback on the investigation related to the complaint..