Delivery Services

Department for Business, Innovation and Skills written question – answered on 5th February 2015.

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Photo of Greg Knight Greg Knight Conservative, East Yorkshire

To ask the Secretary of State for Business, Innovation and Skills, what steps he is taking to ensure consumers are aware of their rights when they receive poor service from parcel delivery firms.

Photo of Jo Swinson Jo Swinson Parliamentary Under-Secretary of State (Department for Education) (Women and Equalities) , The Parliamentary Under-Secretary of State for Business, Innovation and Skills

On 31 July last year the UK Statement of Principles on Parcel Deliveries, developed through collaboration between Citizens Advice and the British Retail Consortium, was published. The Principles set out best practice for businesses, such as parcel delivery firms, on how they can ensure fair delivery prices, consumers can obtain delivery cost information upfront and get clear directions to the terms and conditions. This will help consumers to be better informed about online retailers’ pricing policies in particular with regard to delivering to consumers in remote communities. The Statement of Principles is available on the Citizens Advice website:

If a consumer has a problem with a parcel delivery firm they can contact the Citizens Advice consumer helpline on 08454 04 05 06 or through their website ( which offers a free service on how consumers can proceed with their complaints.

Citizens Advice provides guidance on what consumers can do if they suffer delivery problems. This advice can be found on their website:

In addition, the Consumer Rights Bill which is currently before Parliament, will clarify and enhance consumer rights and remedies when contracting with traders for the provision of services, such as parcel delivery firms. This will make it clear for the first time that if traders breach the rights set out in the Bill, the trader is required to re-perform the service to bring it up to scratch or failing that offers a reduction in price. We have been working closely with consumer groups, including Citizens Advice, to develop an effective publicity campaign, including the use of social media to raise consumers’ awareness of these new rights. The Citizens Advice website will be updated by 1 October 2015 when the Bill is anticipated to come into force.

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Ian G
Posted on 20 Apr 2016 11:56 pm (Report this annotation)

The Citizen's Advice national Consumer Helpline ceased using a premium rate 0845 number on 12 June 2014.

The new number is 0345 404 0506. Calls to 03 numbers are inclusive from landlines and mobiles, else charged at geographic rate - the same as calls to 01 and 02 numbers.