Ofcom considers tougher parcel rules as customer satisfaction falls

Ofcom is considering stronger consumer protections for parcel deliveries after customer satisfaction fell in its latest research. Its 27 October 2026 announcement calls for better service and signals a possible regulatory response. It is not a new compensation scheme or a finding that every parcel company performs alike.

Ofcom reports the following headline results:

The research used an online survey of 4,179 people aged 16 and over, conducted by Yonder Consulting in January and July 2026. The last figure describes people reporting an issue, not the proportion of individual parcels lost, damaged or delayed.

The regulator says it is examining whether stronger regulation is needed and expects to provide a further update with its postal-market monitoring report in December. No automatic payout or new complaint deadline follows from this announcement.

The Commons Library briefing published on 29 October places the warning in context: parcel operators already face requirements concerning complaints procedures and the fair treatment of disabled customers. Further regulation would build on an existing framework, rather than create customer-service obligations from scratch.

Our interpretation is that the practical issue for a small seller is visibility: can you explain what happened to an order and what you are doing next? A national survey cannot tell you which carrier will work best for your own destinations, parcel mix or customers.

Consider a simple review of your own recent orders:

• Separate late delivery, damage, disputed delivery and tracking enquiries instead of grouping everything as “failed”.
• Record the service booked, the last tracking event and the next action promised to the customer.
• Keep one enquiry history so the customer does not have to repeat the same information.
• Check whether customers can easily explain delivery-access needs or request help.

These are editorial suggestions, not newly announced legal requirements. They can help you compare your own experience over time without assuming the survey measures your business’s performance.

The Commons Library explains that where a retailer arranged delivery of an online purchase, the shopper should contact that retailer about delivery problems. The position differs when the consumer arranged the courier themselves. It also notes that Ofcom does not investigate individual parcel complaints.

For a practical example of choosing a support route, read our Evri tracking enquiry guide. Our shipping and claims guides and courier news provide related reading. This report does not determine anyone’s entitlement in an individual dispute.

Sources checked on 2 November 2026; the original Ofcom announcement was published on 27 October. Illustrative photograph by Meanwell Packaging, via Wikimedia Commons, licensed CC BY 2.0. Taken in June 2022, resized and cropped for display. It is not evidence of a delivery incident involving any operator named in the research.