It goes without saying that DPD handles your parcels with the best possible care. However, it might occur that you have a complaint about a delivery. In that case, our Customer Service Agents are ready to help.
Submit your complaint
Do you have a complaint? Send an e-mail to our Customer Services department via the contact details listed in the Appendix of your 'Welcome to DPD' information package. We are happy to help you with your questions.
Which situation applies? This determines which information we need in order to start and review your inquiry as successfully as possible.
If you're not a customer of DPD and you would like to submit a complaint? Click here.
Compensation for damages or loss
If our Customer Service department can’t solve your inquiry, they will forward it directly to our Claims Department. This department will look into whether or not your claim is valid and qualifies for compensation. We do this based on our General Terms and Conditions and the DPD Manual.
The Claims department can only take your claim into consideration if you submit all the necessary information with our Customer Service department, also see the information above.
Our Claims Department will judge your claim substantively and test this against our General Terms and Conditions and the DPD Manual. They will test whether, for instance, the content of your parcel was allowed for shipping with DPD and whether your claim is eligible for compensation.
You will receive a reply from our Claims department as soon as we have evaluated your claim. We try to settle your claim as quickly as possible. In some cases we may need a few days before we can give you our final reaction to your claim. If the Claims department estimates that your claim qualifies for compensation, we usually need the following information:
In some cases, we need some extra information, such as the weight of the parcel.
For the record, we would like to point out the following:
For more details, please check our General Conditions or the DPD Manual.