Complaints Procedure

Complaints Procedure

ParcelGB is committed to providing professional customer service. If you are dissatisfied with any aspect of our service, please contact us with full details of the issue.

How to Complain

Please provide your order or booking reference, a description of the issue, and any supporting evidence such as photographs or screenshots.

Response Times

We aim to acknowledge complaints promptly and investigate as quickly as reasonably possible. Some complaints may require information from third-party carriers or suppliers.

Claims vs Complaints

Where a complaint relates to parcel loss, damage or delay, separate carrier claim rules and timescales may also apply. Customers should submit supporting evidence as early as possible.

Escalation

If a matter cannot be resolved through standard support channels, ParcelGB may escalate the issue internally for further review.