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Complaining about a missing parcel or a faulty purchase

There is no free adjudicator for retail. Here is the route that actually works: the retailer is liable, not the courier, and what a small claim really costs.

The short answer

You can escalate after
There is no waiting period, because there is no ombudsman.
Who decides it
Nobody, for free. There is no ombudsman for this — see below.
Deadline
a claim must normally be brought within 6 years (5 in Scotland)

There is no ombudsman — here is what actually works

Retail and parcels have no compulsory dispute scheme. Any service implying otherwise is wrong. Three things are true and useful instead:

  1. Your contract is with the retailer, never the courier. “It is with the delivery company” is not an answer they are entitled to give.
  2. A letter before action, giving 14 days. A surprising number of disputes end here, because the next step costs the company more than the refund.
  3. Money Claim Online. A £50 fee on a £500 claim, £115 on £2,000 — and you add the fee to the claim, so you get it back if you win. It is a form, not a courtroom.

Court fees read from GOV.UK.

The law on your side

  • Consumer Rights Act 2015 s.9 (goods to be of satisfactory quality)
  • Consumer Rights Act 2015 s.10 (goods to be fit for particular purpose)
  • Consumer Rights Act 2015 s.11 (goods to be as described)
  • Consumer Rights Act 2015 s.19 (consumer’s rights to enforce terms about goods)
  • Consumer Rights Act 2015 s.22 (time limit for short-term right to reject)
  • Consumer Rights Act 2015 s.23 (right to repair or replacement)
  • Consumer Rights Act 2015 s.24 (right to price reduction or final right to reject)
  • Consumer Rights Act 2015 s.28 (delivery of goods)
  • the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134)

Checked against the source on 16 September 2026. If you spot something out of date, tell us and we will fix it.

What to do first

Complain to the company in writing, and make it a formal complaint in those words — that is what starts the clock. Say what happened with dates, what you want, and give them 14 days. Keep every reply.

If they go quiet or fob you off, the letter before action is the next step.

Or have it written for you

Pester writes the complaint citing the right law, and drafting one is free — copy it and send it yourself. For £9 it sends it in your name, chases every three working days, and builds the small claims pack when they stall.

Draft my complaint free