Major parcel delivery firms in the UK have been put on notice that they could face substantial financial penalties if they are found to be breaching rules on complaints handling and support for disabled customers. Regulator Ofcom has written to leading operators after identifying ongoing concerns about service standards.

The watchdog said it is carrying out a further review of how companies are complying with existing regulations, following evidence of widespread customer dissatisfaction highlighted in a monitoring report published late last year. Ofcom warned that where operators fall short, it may pursue enforcement action or consider tightening the regulatory framework to better protect consumers.

Ofcom’s research shows that a quarter of customers remain unhappy with some aspect of the complaints process when dealing with parcel firms. While overall satisfaction has improved slightly since 2024, fewer than half of customers report being satisfied. Previous reviews have also found that disabled people are more likely to experience delivery problems and face additional barriers when raising complaints.

The regulator has called parcel operators into meetings to discuss their performance, particularly around fair treatment of vulnerable customers. Ofcom said failures in this area would be treated seriously, pointing to recent multimillion-pound fines imposed in other sectors for similar breaches. An Ofcom spokesperson said that although new rules introduced in 2023 have led to some progress, too many customers are still encountering problems. Consumer group Citizens Advice has also raised concerns, reporting a sharp rise in complaints about Royal Mail and describing its recent Christmas performance as particularly poor.