How to Complain to Parcel2Go
Step by step: where to complain, what to say, and where to go if Parcel2Go does not put it right.
Consumer Protection UK is independent and is not connected to Parcel2Go. This guide uses information published by Parcel2Go and by the schemes named below. All product names, logos and brands are property of their respective owners.
- Where to complain
- Parcel2Go official complaints page (opens in a new tab)
Parcel2Go says complaints can be sent to its complaints team by email or raised through its 24/7 live chat, which can pass you to a customer resolution team who will contact you. It says it aims to resolve complaints within 30 days, with international orders possibly taking longer, and asks you to reply within 7 days if it needs more information. - If it is not resolved
- We could not confirm a general ombudsman or ADR scheme for Parcel2Go 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.
- 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: Parcel2Go is a broker. Its terms say it handles claims itself through an online claims portal, except that claims on Royal Mail International products are handled by Royal Mail unless extra protection was bought. Its terms say damage or part-loss must be notified within 14 days of delivery, and other loss within 28 days of collection. The pages do not mention an ombudsman or ADR scheme.
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.