With not long to go until Christmas, the number of parcels being delivered across the UK will be at its peak as presents are shipped to shoppers. However, with the manic season, it's likely that mistakes may happen, and this could result in items becoming lost along the way or damaged during the delivery process.
People may want to lodge a complaint, but find the right words can sometimes be tricky. Failing to communicate properly can sometimes drag the process out and may even lead to a result people are not happy with.
There is a free online tool available at Which? to help take the hassle out of complaining. A spokesperson for the consumer watchdog 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 clip shows a few prompts asking shoppers to put their situation into a few categories - including late, missing or damaged delivery. After knowing what item you are missing, the tool creates a detailed letter-style complaint that can be sent off to the relevant company.
As well as basic details about the situation, it also includes some legal protection that entitles shoppers to a range of protections. In the example shown online, it quotes part of the Consumer Rights Act and tailors the complaint to a specific situation, in this case, a missing TV unit.
The draft can be copied into an email or whatever online complaints tool the company in question uses. From there, shoppers can make their own edits to the general template.
According to Which? research, late deliveries were the most frequent problem experienced by Christmas shoppers in 2024. It can prove to be incredibly frustrating - both for people who plan well in advance and anyone cutting it fine for December 25.
In the report, Which? was contacted by a shopper who claimed: " I ordered a present in November which turned up on Christmas Eve". Another reported that they spent £11.99 to ensure next-day delivery, and 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 reminded customers on a number of occasions that final postage dates are looming.
To guarantee your cards and parcels are delivered before the big day, the dates below apply for a range of services for post sent between UK addresses. It should be noted that there are separate deadlines for international posts.
A Royal Mail spokesperson 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."
