Problem or complaint

Problem or complaint

Parcelforce Worldwide aims to provide you with a reliable and consistent service at all times. If, however, you are unhappy with the service we have given you, this guide will tell you how you can get in touch with us to discuss your complaint.

What information do I need to provide?

Please ensure you provide us with sufficient relevant information to enable us to assist with your complaint, this may include:

  • The parcel tracking number
  • Details of what has happened / a time line of events
  • Who / which of our teams you have contacted previously and details of why your complaint remains unresolved
  • Delivery name, address and contact number
  • Sending name, address and contact number
  • Parcel contents. (Including any colours / brands / logos / serial numbers etc.)
  • Packaging description (including colour of box / distinguishing logos and labels etc.)
  • Your email address (if applicable)
  • Day time telephone number

If we require further information, we will contact you to request this by using the contact information you have provided us.

For some complaints pertaining to the loss, damage or delay of your parcel, you will be required to complete a Parcelforce Worldwide claim form which is available online through our website, any Parcelforce Worldwide depot or from any Post Office® branch.  You can also submit a claim using our online claim portal.  It is important to note that claims for loss, damage or delay will not be taken over the phone. If you are contacting us on behalf of another person, we may ask you to provide proof of that person's consent to you making a claim on their behalf.

How do I make a complaint?

Online

You can contact us via our online web form to make a complaint by clicking here.

By post

You may write to us at the address below:

Parcelforce Worldwide 
Correspondence Team
PO BOX 486
Wakefield
WF1 9AG

Twitter

If you can make your complaint in 280 characters or less, contact us on Twitter and we'll tweet back with the answer to your question. The Twitter team are available Monday to Friday, 8.00am - 6.00pm.

Our Customer Promise

Once we have the full details of your complaint, one of our Customer Service Advisors will take ownership of your complaint and provide you with a resolution. Our promise is that we will aim to take no more than 30 calendar days to fully respond to your issues. Please be aware that some international complaints may take longer to resolve due to the work that needs to be done by our delivery partners abroad.

There may be occasions when we require additional information from you to complete our investigation. Should we require further information, we will contact you to request this and will allow 14 calendar days for your response. Should we not receive a reply from you within 14 calendar days, we will assume you do not wish to follow up your complaint and consider the matter closed.  Should there be any extended time frame in responding to your complaint, we will contact you to explain why and provide an estimated time scale we aim to respond in.

Internal processes

Stage 1: Contacting our Customer Services Advisors

The Customer Services Advisor assigned to your case will investigate and resolve your complaint, and provide you with a satisfactory response. If you are not happy with their reply, you can request to escalate your case to our Escalated Customer Resolution Team who will undertake a re-investigation and/or review of our initial response as appropriate.

Stage 2: Contacting our Escalated Customer Resolution Team

Our Escalated Customer Resolution Team is trained and experienced in dealing with escalated complaints. Your case will be assigned to a member of the team, who will endeavor to address and resolve your further concerns.

After a review at Stage 2 a letter of deadlock will be provided should an amicable resolution not be reached. At this stage our company would consider your complaint closed.

Stage 3 - If you remain unhappy

If you require independent advice about your rights as a consumer or how to progress a complaint, you can contact Citizens Advice Consumer Service. They offer practical advice via the telephone and on-line. Please be aware that Citizens Advice Consumer Service cannot make a complaint on your behalf or provide advice on specific Royal Mail products and services.

Citizens Advice

www.adviceguide.org.uk 

Telephone: 03454 04 05 06

Welsh speaking customers: 03454 04 05 05

 

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