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0844 381 0816
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DPD is a German parcel delivery group which delivers almost 5 million parcels around the world every day. They have been delivering parcels in the UK since the early 2000s. Unlike other couriers, DPD offers an app which allows customers to track the driver and see when their parcel is due for delivery. However, this is often frustrating for customers when they can see a driver go past their house without stopping then claim that nobody was at home. DPD receives a lot of complaints and negative media attention in the UK. Read this guide to find out the best way to contact DPD with a specific complaint about DPD courier services.
DPD Missed Delivery Complaints
When nobody is there to sign for a parcel or there is no safe place or neighbour to leave it, then the DPD driver should leave a card. You can use the number on this missed delivery card or your original tracking number to go online and change your delivery. You can make amendments to the address, including switching to DPD Pickup, to arrange a redelivery. If you are unable to do this, or if there is a problem with the missed delivery card, then reach out to DPD by e-mail at customerservices@dpd.co.uk. You can also fill out an enquiry form on the DPD website. They might take up to 24 hours to reply before you can sort things out.
DPD Delay Complaints
On the day of your scheduled delivery, DPD should e-mail or text you with a 1-hour time slot for your parcel to arrive. You cannot change this time slot, but it should be for one hour between 6am and 10pm on weekdays. Their delivery hours are shorter on weekends, and Saturday deliveries cost more. Delays can cause a lot of inconvenience for customers who have to take time off work or will be going away. If you do not receive a delivery time slot, or your parcel does not arrive on that day, then you should complain to DPD. Check online to see if the driver claimed to make a delivery attempt. Then phone DPD on their number. You could also contact your local DPD depot if they are holding your parcel to find out why.
DPD Pickup Complaints
Some customers choose to divert their parcels to a DPD Pickup location so that they can collect it when they are available instead of missing a delivery when they won’t be at home. If there is a problem with your collection, you can ask to raise a complaint while you are at the DPD Pickup shop. If they are not able to help you there, then you should contact DPD customer services. You can complain if your parcel is not there or if they refuse to give it to you even though you provide the correct forms of ID. Call DPD on their numberand give your reference number and the location of the DPD Pickup point to explain your complaint.
DPD Lost Parcel Complaints
Delays are one thing, but sometimes DPD loses track of parcels completely. Whether they claim that the driver left the parcel in a location where there is no sign of it, or they fail to deliver and cannot find it in their depot, then you certainly have the right to make a formal complaint about your lost goods. If it was an order from a retailer, then you should contact the retailer directly so that they can make a claim against DPD and sort out a replacement or refund for you in the meantime. If it is an urgent complaint concerning high-value goods, then you should call their number and demand an investigation into your missing parcel.
DPD Wrong Address
Sometimes parcels are not lost, but the driver delivers them to the wrong address. If you check with your neighbours and they do not have your parcel, or the delivery address isn’t the same as the address that you provided, then you should complain to DPD. You should definitely complain if the tracking shows that you signed for the parcel at another address when you didn’t. Recovering the parcel is an urgent request, so you must call DPD on their number to request this. The driver should go back to the wrong address and ask for the parcel back. If you receive somebody else’s DPD parcel, then you should report this to DPD.
DPD Damage Complaints
If a parcel is packaged appropriately but it still arrives with damage to the item inside, then you should report this to the sender. They will have to make a claim for loss or damage to DPD and sort out a replacement item or refund for the customer. If the damage is only to the parcel but the contents are fine, you can still complain to DPD about their handling of the parcel. For example, tears or marks from being thrown about or weather damage from being left outside. Report your complaint online or if it is more serious, contact the sender as well and ring DPD on their number to report the details of the parcel damage yourself.
DPD Driver Complaints
DPD drivers are often the cause of complaints about the courier because they are trying to meet delivery targets. To do this, they often drive straight past and pretend that nobody was in, or even fake signatures and leave parcels outside just to save time. Sometimes, a driver will even throw a parcel over a fence or on a roof, or leave it in a bin or on a doorstep where it could easily be stolen. Drivers can also drive dangerously in their hurry to make deliveries. If you witness or experience firsthand a DPD driver behaving in such a reckless manner, then take down their licence plate number, the time and date, and location of the event. You can report a driver to DPD by sending an e-mail to customerservices@dpd.co.uk.
To escalate a complaint to DPD, you should send an e-mail to the Direct of Customer Experience (Sinead Croke) at scroke@dpd.co.uk with all the details of your complaint.