How to Complain to DPD?

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
Roebuck Lane, Smethwick, B66 1BY

Alternatively, if you prefer online communication, you can utilize the DPD chat service.


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.


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.

Click here to raise complaint

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