Are you making a complaint? Before you do, check out these 8 tips

Has something gone wrong with your parcel and you’d like to make a complaint? We understand that this can be frustrating. However, please take a few minutes to prepare your complaint carefully. Complete documentation, the correct parcel number and the right reason for the complaint can significantly streamline the whole process.

1. Don’t delay in reporting the problem

It is best to report any issues with a parcel as soon as possible. This is particularly important in the event of damage to the parcel, missing items or other irregularities noticed after delivery. The sooner you report the problem and gather the relevant documentation, the it will be easier to establish the circumstances of the incident.

2. Check that you are reporting the correct parcel

Are you sending or receiving a few parcels? It’s easy to mix up parcel numbers, especially if they were sent around the same time. A complaint assigned to the wrong parcel may not be dealt with as you’d expect or may require further clarification.

3. Select the correct reason for your complaint

When submitting your report, please ensure you select the correct reason for your complaint. Choosing the wrong reason may make it difficult to assign the case to the appropriate process and result in delays in its handling.

The following situations require a different type of notification:

• damage to the parcel,
• a parcel going missing,
• loss of content,
• delay in delivery,
• a problem with the service,
• incorrectly calculated charge.

Describe exactly what happened. Provide the key facts, dates and figures, but avoid information not directly relevant to the case. A specific report is easier to verify.

4. Please attach all the necessary documents

One of the most common reasons for delays in the complaints process is the lack of the required documents. A description of the situation alone may not be sufficient to assess the complaint.

You may need:

• proof of posting,
• a document confirming the value of the goods,
• a damage report and photographs of the packaging, contents and any visible damage,

Before submitting a complaint Please ensure that the documents are complete and relate to the correct consignment. Failure to include attachments may mean that they have to be provided at a later date, thereby prolonging the time taken to process the case.

5. Is your parcel damaged? Fill in a damage report

If the parcel arrived damaged, please draw up claims report in take photos of the damage. This makes it easier for us to verify the claim. It serves as confirmation of the condition in which the parcel was delivered and of its contents.

You can draw up the minutes by an online form that allows you to report damage and provide the necessary information without leaving home.

Get your photos ready:

• the consignment note and the damaged outer packaging,
• the safety features located inside,
• the damaged item.

Do not throw away the packaging or the contents before the damage assessment is completed. They may be required to assess how the consignment has been secured.

6. Make sure your photos and documents are clear

Photos taken in low light, blurred documents or illegible numbers may make it difficult to assess a complaint. Before adding attachments, please check that all Important information is clearly visible.

Photographs of documents should be:

• completely,
• sharp and clear,
• photographed in their entirety,
• saved in the correct format,
• assigned to the advertised parcel.

7. Each parcel should have its own declaration

Each complaint should relate to a single consignment. If the problem has arisen with several orders or parcels, please prepare a separate declaration for each consignment number.

This ensures that documents, dispatch dates, the value of goods and photographs are not mixed up. It also allows to assess each situation accurately.

8. Do not submit several complaints about the same matter

Once you have submitted your application Wait for it to be processed and check for updates on the status of the case. Submitting further complaints regarding the same parcel and the same incident does not speed up the response.

Duplicate submissions may make it difficult to link documents and determine which complaint is the correct one. If you receive a request to provide further details, please reply within the existing case rather than opening a new one.

File a complaint

Does your package deserve some attention?
Filing a complaint takes just a few moments – open the form, fill in your shipment details, and submit your complaint online. We'll take care of the rest.

Check everything before submitting a complaint

Before a claim is approved carry out a final check. Please ensure that the parcel number is correct, that the reason for the enquiry you have selected matches the issue, that the description includes the key details, that the documentation is complete, that the photographs are clear, and that the enquiry relates to only one parcel.

A complete application allows you to allows the matter to be verified more quickly and reduces the need to provide further information, which means it will take longer to process your complaint.