DPD and CollectPlus voted top parcel delivery firms, while Ipostparcels is bottom of the pile

DPD and CollectPlus have been voted the UK’s best parcel delivery companies in an annual poll of over 9,000 MoneySavingExpert.com (MSE) users. Ipostparcels, Yodel and CitySprint were at the other end of the rankings, and got the poorest service ratings from MoneySavers.

DPD has taken top spot for the seventh year running, this time sharing the crown with CollectPlus, which has risen from fifth place in last year’s poll. Just 9% of respondents ranked CollectPlus’ service as ‘poor’ and 61% said it was ‘great’. DPD scored 11% and 63% respectively, with Royal Mail, Amazon Logistics and DPD Local making up the rest of the top five.

At the other end of the scale, it’s the third year in a row that Ipostparcels has taken the wooden spoon, with 42% saying its service has been 'poor' and just 13% rating it as 'great'. It is also bad news for Yodel which finished in second-from-last place and has ranked in the bottom three for the fifth time – 46% of respondents said their experience with the firm was ‘poor’.

Steve Nowottny, news and features editor at MoneySavingExpert.com, says: "Having goods delivered to your door should be convenient, but sadly we hear countless horror stories of poor service from some firms – whether it's deliveries simply not showing up, 'missed delivery' cards being left when you were in or even packages being dumped in the bin.

"When you order something, in practice you often have little choice over which firm delivers your goods, as this is frequently decided by the retailer. Generally you have no direct relationship with the delivery firm, as the retailer's their employer. But consumers do have rights when firms don't deliver – and you should use them.

"If you're unhappy with a delivery or it simply didn't arrive, complain to the retailer – that's who your contract's with, and it's up to the retailer to put things right. Ask it to justify why it uses delivery firms which offer such poor customer service. Parcel delivery firms will only be forced to up their game if those they deliver to insist that retailers make them."

Parcel firms ranked from best to worst as voted by MSE users

Parcel firms ranked from best to worst – as voted by MSE users

Delivery firm (2019 rank) 'Great' 'OK' 'Poor'
1=) CollectPlus (5)  61% 30% 9%
1=) DPD (1) 63% 26% 11%
3) Royal Mail (2) 55% 36% 9%
4) Amazon Logistics (4) (i)  52% 39% 9%
5) DPD Local (3) 56% 28% 16%
6) DHL (7) 41% 46% 13%
7) UPS (8) 42% 42% 16% 
8=) FedEx (9) 40% 45% 15%
8=) Parcelforce Worldwide (6) 41% 43% 16%
10) APC Overnight (10) 33% 46% 21%
11) UK Mail (11) 29% 52% 19%
12) TNT (12) 23% 55% 22%
13) DX (14) 21% 45% 34%
14) Hermes/MyHermes (13) 29% 24% 47%
15) CitySprint (15) 13% 52% 35%
16) Yodel (16) 21% 33% 46%
17) Ipostparcels (17) 13% 45% 42%

Poll in early January. Order calculated by 0 points per percentage point for 'poor', 1 for 'OK' and 2 for 'great' – firms rated from best to worst. 9,475 people voted – they could vote for more than one firm. (i) Not always used by Amazon.

For more information, including responses from DPD and Yodel, please visit MSE’s latest news story.