Poor parcel complaint services are the new normal — and it’s harming small businesses
Many of us have experienced the frustration of long and confusing complaint processes due to a delayed or missed parcel. For small businesses unresolved parcel problems can affect everything to do with their day-to-day operations — from fulfilling orders and ensuring customers are satisfied, to receiving new stock. In recent years the explosion of online retail has made small businesses heavily reliant on parcel services. As the parcel market grows, so do the problems. We highlighted the struggle many small businesses faced in resolving their complaints several years ago and Ofcom responded, introducing new guidance on the complaints process for parcel companies.
Our recent research with small businesses shows further improvement is still needed.