Ofcom warns postal operators to improve service or face regulation

Summarised from 2 outlets · Updated 27 Oct, 11:44 · Archive

Ofcom has warned parcel delivery companies to improve customer service or face additional regulation after customer satisfaction fell to 75% in 2026, down from around 78% between 2023 and 2025.

Evri and Yodel had the lowest satisfaction ratings for the fourth consecutive year, with Evri showing 42% dissatisfaction and Yodel 33%. Amazon and FedEx were the top performers with only 15% dissatisfaction and 56% satisfaction ratings.

Across all operators, 71% of people receiving parcels experienced a delivery issue in the past six months, up from 68% a year earlier. The most common problems were delivery delays at 32% and parcels left in inappropriate locations at 28%. Last year, the UK sent and received a record 4.6 billion parcels, up 8.6% against the previous year.

Fergal Farragher, Ofcom's policy director, said: 'While some firms are delivering a good service, too many customers are still experiencing problems. Companies need to put customers first and improve performance, or we will consider further measures to make sure consumers are properly protected.'

How it is being reported

• Postal operators must improve service or face further regulation, warns OfcomIt came as the industry regulator reported that customer satisfaction levels fell in 2026, with Evri and Yodel among the worst performing firms.Evening Standard · 27 Oct, 11:13
• Postal operators must improve service or face further regulation, warns OfcomIt came as the industry regulator reported that customer satisfaction levels fell in 2026, with Evri and Yodel among the worst performing firms.Independent Business · 27 Oct, 11:13

In this story: Ofcom · Evri · Yodel · Amazon · FedEx · Fergal Farragher · UK

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