Online shopping should make life easier, but for many of us, getting a parcel delivered still feels like pot luck.
Citizens Advice has released its latest league table of the UK’s biggest parcel companies, and the results show the same problems keep happening year after year.
The good news? Some firms are improving. The bad news? More than a third of people still had a problem with their last delivery.
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Claim sign-up bonusBelow, you’ll find what the rankings mean for you, along with simple steps to stop parcels going missing, turning up late or being dumped in odd places.
Who came out on top
Citizens Advice checked delivery quality, accessibility, customer service and trust. Here’s how the big five scored out of 5 stars:
- Royal Mail – 3.25
- Amazon Logistics – 3
- Evri – 2.25
- DPD – 2.25
- Yodel – 2
Royal Mail topped the table, Yodel came last, and none of the companies scored anywhere near “great”.
Ofcom has since published its October 2026 findings, with Evri and Yodel coming bottom for customer satisfaction when contacting delivery companies about problems. Read our latest Ofcom parcel delivery report for the results and what they mean for shoppers.
Skint Dad says:
Most people can’t choose who delivers their parcel, so when the service is poor, you’re stuck with it. That’s why these rankings matter.
Why this matters for you
Problems are still happening too often
More than one in three deliveries go wrong. That’s everything from parcels being left in unsafe places to drivers leaving before you reach the door.
These issues are so common now that some people expect bad service as normal.
Some groups struggle even more
The report found higher problem rates for disabled people, shift workers and people with caring responsibilities.
If you need extra time to get to the door or somewhere safe for parcels to be left, you’re more likely to run into problems.
Customer service can be slow and confusing
Lots of people still don’t know whether to speak to the retailer or the courier. Even when they do get through, the process is often slow or ends with no real solution.
All of this leaves people fed up, out of pocket and unsure what to do next. That’s where practical steps make the difference.
Simple ways to avoid parcel problems
These steps won’t fix the whole system, but they make life a lot easier:
1. Add clear delivery instructions every time
Even if you’ve shopped somewhere before, add instructions again. Tell drivers:
- Where to leave parcels safely
- If you need longer to reach the door
- If you need a louder knock
- If there’s a neighbour they can try first
Most delivery apps wipe instructions after each order, so repeating them helps.
2. Use collection points
Locker collections and pick-up shops reduce the risk of parcels getting lost or left outside. They’re especially handy for high-value items, Christmas orders and birthdays.
3. Choose delivery times that suit you
If the retailer lets you choose a slot, go for a window when you’re most likely to be home. It cuts down the chance of missed deliveries.
4. Send to work or a trusted neighbour
If your street is known for dodgy drop-offs or parcels going missing, this can save you a lot of hassle.
5. Take photos if something isn’t right
If a parcel turns up damaged or gets dumped somewhere silly, photos help you get a quicker refund.
What to do if your parcel goes missing or arrives damaged
Most people don’t realise this: the retailer is responsible, not the courier.
Use this simple three-step plan:
Step 1: Contact the retailer
Explain what happened in plain English. Tell them whether it’s missing, damaged, or delivered somewhere unsafe.
Step 2: Ask for a replacement or refund
Under consumer law, the retailer has to sort it. They might ask the courier for evidence, but you shouldn’t be left waiting for weeks.
Step 3: Keep proof
Screenshots, photos and order confirmations all help.
If you paid by credit or debit card, you may also be able to claim through your bank.
If the retailer refuses to help, you can report it to Citizens Advice for support.
Sending your own parcels? Here’s what these findings mean
If you use Vinted, eBay, Facebook Marketplace or need to send returns:
- Royal Mail is the most reliable for important items
- Evri is often the cheapest, but put tracking on anything worth £20 or more
- DPD is fast but costs more
- Yodel is the budget option, but the league table suggests higher chances of problems
Choosing the right service can save money and reduce headaches.
Final thought
These rankings show a parcel market that still isn’t working as well as it should.
But while you can’t pick your courier most of the time, you can take steps that make deliveries smoother, safer and quicker to fix when something goes wrong.
