How to Complain to DHL Express UK
Step by step: where to complain, what to say, and where to go if DHL Express UK does not put it right.
Consumer Protection UK is independent and is not connected to DHL Express UK. This guide uses information published by DHL Express UK and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- DHL Express UK official complaints page (opens in a new tab)
DHL Express UK says complaints can be made by phone, webchat, WhatsApp, email, social media or online forms, and that you should have your tracking or waybill number to hand. It says it aims to resolve a complaint within 5 days, or within 28 days for more complex ones. If you remain unhappy, it says the complaint can go to senior management, whose decision is its final response. - If it is not resolved
- We could not confirm a general ombudsman or ADR scheme for DHL Express UK from its own pages. If it cannot settle your complaint, ask it in writing which approved ADR provider it uses and whether it will take part, and contact the Citizens Advice consumer service.
- When you can escalate
- After the Customer Care Team review, to senior management, whose decision is DHL Express UK's final response
- Checked
- 4 October 2026 (company pages and scheme websites). Rules and pages change, so check the official page before you rely on this.
Good to know: The complaints charter does not mention any ombudsman or ADR scheme. It also has a separate route for complaints about a driver.
What to Do, Step by Step
- Gather your evidence. Order or account number, dates, receipts, screenshots, emails and what was said on calls.
- Complain in writing using the route above, and ask for a complaint reference. Say what went wrong, what you want, and by when (14 days is reasonable). Our free letter templates can write it for you.
- Keep a record. Note dates, names and reference numbers of every contact. Use email or a form where you can, so you have proof.
- Ask for a final response if you are not getting anywhere, then follow the escalation route above.
- Use other routes if they apply. If the company does not fix it, take it to the free ombudsman or ADR scheme named above. Your bank or card provider may help if you paid by card (Section 75 or chargeback). The Citizens Advice consumer service gives free advice and can pass a report to Trading Standards.
Useful to Know
- If you ordered from a shop or website, they are responsible until the goods are in your hands. Tell the seller as well as the courier.
- Photograph damaged parcels and packaging before you open or throw anything away.
- Keep your tracking number and proof of postage.
Want help? If you would like one of our team to look at your complaint, our initial case review is free. Start your case. We cannot guarantee any outcome and do not give legal advice.