Delivery stories

Your delivery stories and unresolved delivery issues

Everyone has a delivery story and 47% of us have had delivery issues in the last 12 months (YouGov, April 2015). It's not that every delivery is a problem; it's just that some of them are.

Tell us your delivery stories and issues. We've set up some Google forms to explore whether we can help you resolve issues or bring about future delivery improvements, as an independent service.

Delivery stories

We are passionate about improving delivery, so we are interested in your delivery stories.

We may share them anonymously with the delivery company and we may contact you. Some good may come.

Estimated time to complete: 2 minutes

Delivery issues

These are more significant incidents, for which you can give us more information. Perhaps you feel strongly about what happened, and think the retailer or delivery partner should know about it, but you don't want to make a formal claim. In other cases, you have suffered financial loss, and you have not been able to resolve things satisfactorily yourself.

We may be able to provide you with a quicker resolution than some other means.

Required: the delivery tracking number
Estimated time to complete: 5 minutes

Other conditions

  • We will only follow up with issues for UK and Irish residents, for deliveries issues concerning delivery companies and retailers operating in the UK and Ireland.
  • This is a new trial service to see how much interest there is, and we may withdraw it at any time. We hope to respond to delivery issues promptly, and at least give some initial comment within 2 working days.
  • By submitting the issues form, you are giving us permission to act on your behalf in relation to this issue with the other parties involved.
  • We strive to act impartially when we follow up your issues, taking into account the rights and interests of all parties involved. Where some resolution is appropriate, we want to achieve private resolutions, without any external publicity.
  • We give no guarantees of achieving a successful resolution to your issue and to the fullest extent possible, exclude any claims for loss or compensation through informing us of a delivery story or issue.

Some other solutions to resolve delivery issues

  1. You may already have contacted customer services for the retailer and/or the delivery company.
  2. For retail purchases, your contract is with the retailer and not the delivery company. You have legal rights under the Consumer Credit Act, with more rights relating to delivery if you purchased online.
  3. For credit card purchases, you have legal rights under the Consumer Credit Act for items costing over £100 (you can make a Section 75 claim), and some credit cards allow you to make a "chargeback" for items under £100 in some circumstances.
  4. You can obtain information from Citizens Advice.
  5. You may be able to approach the Retail Ombudsman and the Financial Ombudsman to open a case.
  6. Our service is not intended to constitute legal advice tailored to your individual circumstances. If you act on any of the above remedies, you do so at your own risk.