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DP

United Kingdom Postal & parcels

DPD UK customer service and complaints

Next-day and timed parcel delivery

Provisional entry Checked 3 Nov 2026 DPDgroup UK Ltd
0121 275 0500 Support site

DPD UK delivers parcels for retailers and businesses with a tracked delivery window. Its published complaints charter says customers can contact Customer Services by phone, online or by letter, with a target of five working days for simple cases and up to 28 days for complex ones.

Step one

Ways to contact DPD UK

Customer services Primary

0121 275 0500

Number listed by Resolver and widely reported. Have your parcel number ready.

Call

DPD contact page

How can we help

Start here for tracking, delivery problems and feedback.

Open

Write to Customer Services

Customer Services, DPD UK, Roebuck Lane, Smethwick, B66 1BY

Address given in the DPD UK complaints charter.

Open

Complaints charter

DPD UK complaints charter (PDF)

Explains how DPD defines and handles complaints.

Open

Step two

How to complain about DPD UK

Work through the stages in order. Each one creates the paper trail the next stage needs.

  1. 1

    Stage 1

    Check who you should complain to

    Before or alongside contacting DPD

    DPD delivers for the sender. If your parcel is late, lost or damaged and you are the recipient, the retailer that sent it is usually the one who must refund or replace it. Contact them as well as DPD.

    Find your DPD parcel number.

    Recipients often get faster answers through the retailer.

  2. 2

    Stage 2

    Contact DPD Customer Services

    As soon as the problem happens

    Use the DPD contact page or call 0121 275 0500. DPD asks for your parcel number if the query is about a parcel.

    Ask for a complaint reference.

    Write down the date and the name of the adviser.

  3. 3

    Stage 3

    Make a formal complaint

    5 to 28 days

    Tell DPD you are making a complaint and explain what went wrong, the dates and the outcome you want. DPD's charter says it aims to resolve complaints within 5 working days, and up to 28 days for more complex cases.

    Keep the reply and reference.

    Attach photos, delivery notes and screenshots of tracking.

  4. 4

    Stage 4

    Write to DPD

    After the target time has passed

    If the phone or online route has not worked, write to Customer Services at DPD UK, Roebuck Lane, Smethwick, B66 1BY with your parcel number, a timeline and what you want.

    Send it by a method that proves delivery.

    State clearly that this is a formal complaint.

  5. 5

    Stage 5

    Use the retailer, card or advice route

    After the final response

    If DPD does not resolve it, go back to the retailer, consider a card chargeback or Section 75 for eligible card payments, or contact the Citizens Advice consumer service.

    Ask DPD for its final response in writing first.

    The seller usually owes the refund for an online order.

Questions

DPD UK FAQ

What is the DPD UK customer service number?

Resolver lists 0121 275 0500 for DPD UK. Check the DPD contact page for the current number and opening hours.

How long does DPD take to answer a complaint?

DPD UK's complaints charter says it aims to resolve complaints within 5 working days, and takes up to 28 days for more complex complaints.

Where do I send a written complaint to DPD UK?

The charter gives the address as Customer Services, DPD UK, Roebuck Lane, Smethwick, B66 1BY. Include your parcel number and a clear timeline.

My DPD parcel is lost or damaged. Who pays?

DPD delivers for the sender, so a retailer order should normally be refunded or replaced by the retailer. Report it to the retailer and DPD at the same time.

What if DPD does not fix the problem?

Ask for a final response in writing, then go back to the retailer, consider a card chargeback or Section 75 for eligible purchases, or contact the Citizens Advice consumer service.

Sources

Where this information comes from

Provisional entry

Compiled from official provider and regulator pages, last checked 3 Nov 2026. Contact details change — confirm on the official page before relying on them.

How we verify pages

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0121 275 0500 Steps