Citizens Advice calls on CMA to investigate delivery sector

Charity Citizens Advice has called on the Competition and Markets Authority (CMA) to review the delivery sector after its consumer research suggested that customers have had £85 million worth of parcel delivery problems in the last year.

The Citizens Advice research showed that 59% of shoppers have had issues with parcel deliveries. These include packages left in insecure locations, damaged content, late or missing parcels, and delivery instructions being ignored.

These problems amount to £15.50 per person per year including the costs of telephone calls, replacing the items and travelling to return the goods.

One in three customers found difficulty in getting the right contact information to resolve their issues. According to Citizens Advice the CMA needs to review delivery companies as the scale of the problem “is a sign of a broken market, rather than simply isolated bad practice”. 

Citizens Advice also called on delivery companies to make it easier for customers to resolve their problems.

Citizens Advice chief executive Gillian Guy said: “More of us now rely on parcel delivery services as we shop online for convenience and to access the best deals. Around 94 per cent of UK adults received an online order in the last year.

“Problems with parcels can be incredibly frustrating, and can be especially disruptive for people who rely on deliveries like people with disabilities. 

“The scale of these problems doesn’t come down just to bad practice – it indicates a wider problem with the parcel market as a whole. Right now parcel companies don’t always act in the best interest of consumers. 

“That is why we’re asking the Competition and Markets Authority to review this to make sure it works for people using it.”


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