The UK’s major parcel operators have been warned they could face millions of pounds in fines if they’re found to be flouting regulations covering complaints and the treatment of disabled customers.
Industry watchdog Ofcom wrote to the operators last week telling them it was taking an additional assessment of the steps they were taking to comply with the rules, after being concerned at the “significant number of customers experiencing issues” found in a recent post monitoring report published in December.
In the letter, Ofcom said: “Where our assessment indicates that specific parcel operators are not operating in line with our existing requirements, we will consider whether enforcement action is necessary or consider whether additional regulation is needed to ensure customers are adequately protected.”
It added that it was calling all the companies in to meetings to discuss their performance relating to the handling of complaints and the fair treatment of disabled customers.
Research conducted by Ofcom has found 25% of parcel firm users remain dissatisfied with any aspect of the process when contacting couriers about an issue and although satisfaction levels have increased slightly since 2024 to 47%, this still only represented a 2%-point increase.
The watchdog’s 2022 review of postal regulation found that while the market served most consumers well, some people struggled with making complaints to operators when things went wrong.
Alarmingly, it also found disabled customers experienced higher rates of issues with deliveries.
Ofcom added: “We would remind parcel operators that any failures to protect vulnerable customers, in line with our requirements, will be taken very seriously.”
By way of an example, it cited the case of Virgin Media, which was recently fined £23.8m for breaching similar provisions in the telecoms sector.
An Ofcom spokesman confirmed to Motor Transport that it had written to all of the country’s major parcel operators: “While we have seen signs of improvement following the introduction of new rules in 2023, we are concerned that there are still a significant number of customers experiencing issues, and that parcels operators can, and should, do more,” he added.
Last week, Citizens Advice said the number of people experiencing postal issues with Royal Mail was now at its highest level for five years and described its performance over the Christmas period as “a dreadful festive slump”.
The Association of International Courier & Express Services, the trade body for the UK express parcel industry, was approached for comment.
