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/