Ofcom 2025 Report: Best and Worst Parcel Delivery Companies Revealed

Record-Breaking Year for Deliveries – But Problems Persist

Ofcom’s latest parcel delivery performance report (October 2025) reveals that UK consumers sent and received a record 4.2 billion parcels last year – a 7% increase on the previous year, and even higher than the pandemic peak.

More parcels have meant more problems for consumers.

Ofcom found that 68% of people experienced a delivery issue in the past six months. The most common complaints were:

• Delayed deliveries (28%)
• Parcels left in unsafe or inappropriate places (26%)
• Drivers not knocking loudly enough (20%)
• Not being given enough time to answer the door (19%)

While overall satisfaction remains steady at 78%, many customers still struggle when things go wrong.

Best and Worst UK Parcel Delivery Companies

Amazon and FedEx topped the customer satisfaction table with scores of 57% each. They were closely followed by UPS and DHL (55%).

Evri and Yodel continue to perform poorly and remain the worst firms to deal with. These figures back up what many consumers already experience. Long waits, no response or being passed between the retailer and courier when trying to resolve an issue.

Ofcom Tightens Rules to Protect Consumers

Following repeated complaints, Ofcom strengthened its parcel delivery regulations to ensure fairer treatment.

Since 2023, satisfaction with contacting parcel firms has improved slightly from 41% to 45%, and satisfaction with complaints handling has risen from 43% to 46%.

However, Ofcom says more progress is needed, particularly for disabled and vulnerable consumers, who are still more likely to encounter difficulties with deliveries (73% vs 65% for those without limiting conditions).

Know Your Rights When Deliveries Go Wrong

If your parcel is late, goes missing, is damaged or left on your doorstep and stolen – the retailer needs to sort it.

Your contract is with the retailer – not the courier. They are legally responsible for resolving it – make your problem theirs.

I cover everything you need to know here.

I have also covered your consumer rights on parcel delivery problems for the Sky News Money Blog, the Daily Mirror and the Daily Mail.

My heart sinks when I hear a parcel is being delivered by Evri, as I know the driver won’t ring my doorbell and just leave it on my doorstep and take a photo as proof of delivery. This firm is the worst of the lot – that’s not just my view – it’s confirmed by OFCOM.

What’s your experiences with parcel delivery firms?