Citizens Advice: We continue to see millions of people chasing lost parcels [and] having their accessibility needs ignored

A record 15 million people experienced a problem with their latest parcel delivery, new research by Citizens Advice has revealed. From chasing missing parcels, battling arduous complaints systems to even having accessibility requests ignored, Citizens Advice found that more than a third of people (37%) faced issues with their most recent delivery. The research, carried out in a snapshot one month period, reveals the rate of parcel problems remains at the highest levels seen in half a decade.Now in its fifth year, the parcel league table shows Royal Mail scored the highest this year with an overall score of 3.25 out of 5 stars, while Yodel slip to the bottom with just 2 out of 5 stars – not making any improvement since last year.The charity’s league table looks at the top five delivery companies by parcel volume and measures their performance against criteria including customer service, delivery problems and how well they meet accessibility needs, such as people needing louder knocking or longer to answer the door.Stuck in a rut of poor performanceWhile Citizens Advice’s research shows there have been marginal shifts in scores over the last five years, the overall picture is one of consumers being persistently failed by parcel companies.The charity found:Accessibility is the worst performing area – despite Ofcom’s new condition requiring firms to give disabled consumers the opportunity to report their accessibility needs, scores this year have actually worsened, with Yodel placing last. Citizens Advice also found that three million people who have an accessibility requirement they would like to share (37%) are still unable to share their needs. Reasons include not being aware of where to share, or their accessibility need not being given as an option when placing an order.Complaints and customer service rankings remain stagnant – of the people who had experienced a problem with their delivery, almost half (47%) had a further issue trying to resolve the problem, such as a slow response, issues with automated systems (such as a chat bot) and having to contact a firm multiple times to get a response.Frequent failures hitting people – the most common problems people faced with their last delivery include 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 overall scoresPassing the parcel of responsibilityOfcom introduced guidance on complaints and accessibility in 2023, but Citizens Advice says its research and Ofcom’s own findings show many parcel firms are still ignoring the rules. This isn’t a guidance problem – it’s a compliance one, and the charity is calling on Ofcom to monitor performance and fine the worst offenders.Five years of league table analysis also shows repeated failures across the sector. Royal Mail, subject to stricter regulation, consistently performs well overall in the league table but the company offers consumers access to an independent dispute scheme (ADR) unlike other parcel providers. Citizens Advice says all consumers should have the same right to redress, no matter who delivers their parcel.Dame Clare Moriarty, Chief Executive of Citizens Advice, said:“Ofcom has passed the parcel of responsibility for long enough. We’ve been doing the work of the regulator for five years now by holding parcel companies to account and speaking up for consumers who are bearing the brunt of persistently poor service.“Our league table has tracked parcel problems from warehouse to doorstep. 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.”Weiter zum vollständigen Artikel bei Post&Parcel Weiter zum vollständigen Artikel bei Post&Parcel