How to Complain to DHL Parcel UK
Step by step: where to complain, what to say, and where to go if DHL Parcel UK does not put it right.
Consumer Protection UK is independent and is not connected to DHL Parcel UK. This guide uses information published by DHL Parcel UK and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- DHL Parcel UK official complaints page (opens in a new tab)
DHL Parcel UK (the charter is headed DHL eCommerce UK) says you can complain by phone to its customer services team or through an online contact form, quoting your shipment number. It says it aims to resolve complaints within 5 working days, or 28 days for complex cases. It sets out further steps to a team manager, an executive desk and then the head of customer services. - If it is not resolved
- We could not confirm a general ombudsman or ADR scheme for DHL Parcel 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
- Internal steps: team manager, then Executive Desk, then Head of Customer Services
- 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 charter says DHL eCommerce UK is not a regulated company and that complaint decisions are made internally, with no external scheme named. Its claims policy says claims must be reported within 14 calendar days and registered on its claims portal within 21 days of delivery.
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.