The free online service creates a detailed letter-style complaint in seconds
With Christmas fast approaching, parcel deliveries across the UK will reach their peak as gifts are sent out to eager shoppers. But, during this hectic period, mistakes are bound to happen, potentially leading to items getting lost or damaged.
Shoppers may wish to file a complaint, but finding the best words to do so can prove challenging. Poor demands can sometimes prolong the process and may even lead to an outcome that leaves people more dissatisfied for having wasted their time.
There’s a free online resource available through Which? designed to eliminate the stress of making complaints. A spokesperson for the consumer champion said: “When a parcel turns up in the bin, in a right old state or just doesn’t turn up at all, the Which? delivery complaint tool puts the power back in your hands. Whether it’s a refund or a replacement, it helps you get the service you deserve.”
The Instagram video showed several prompts encouraging shoppers to categorise their issue, including late, missing or damaged deliveries. Once the tool identifies which item has gone missing, it generates a comprehensive letter-style complaint ready to dispatch to the appropriate company.
Beyond basic details regarding the circumstances, it also includes legal safeguards that grant shoppers various protections. In the online demonstration, it references sections of the Consumer Rights Act and customises the complaint for a particular scenario – in this instance, a missing TV unit.
The draft can be pasted into an email or any online complaints tool used by the company in question. From there, customers can make their own changes to the general template.
According to research by Which?, late deliveries were the most common issue faced by Christmas shoppers in 2024. This can be incredibly frustrating – for both those who plan well ahead and anyone cutting it close for December 25.
In the report, a shopper contacted Which? claiming: ” I ordered a present in November which turned up on Christmas Eve”. Another reported spending £11.99 to ensure next-day delivery, but this service was not provided.
A spokesperson for Which? said: “We recommend ordering any gifts ahead of time this year to account for issues with late parcels or slow-to-respond customer service teams. Always check the returns policy before you order to ensure you’ll be able to exchange any unwanted gifts after the Christmas period – most reputable retailers offer an extended returns policy that will run until the new year. If you’re planning on sending Christmas cards, you may also want to post them promptly.”
Royal Mail has repeatedly reminded customers that final postage dates are approaching. To ensure your cards and parcels are delivered before the big day, the following dates apply for a variety of services for post sent between UK addresses. It’s worth noting that there are separate deadlines for international posts.
- Wednesday, 17th December: 2nd Class / 2nd Class Signed For.
- Friday, 19th December: Royal Mail Tracked 48®.
- Saturday, 20th December: 1st Class / 1st Class Signed For.
- Sunday, 21st December: Royal Mail Tracked 24®.
- Tuesday, 23rd December: Special Delivery Guaranteed.
A spokesperson for Royal Mail said: “Last posting dates are correct at the time of publishing and are subject to change. It’s always advisable to post as early as possible to ensure that your Christmas letters and parcels reach their destination in good time.”
