Carriers bury their complaint forms behind customer service chatbots and FAQ pages. These are the direct links — plus the legal reminder that if you bought from a retailer, the retailer is legally responsible for delivery, not the carrier.
Once you know who's responsible, our free complaint letter generator can draft your claim in minutes.
Section 1 · Carrier Complaint Directory
Organized by carrier, not by country — the direct complaint or claims link for each major carrier operating in the UK, US, or Australia.
Claim for a lost or damaged Royal Mail parcel
What: Official claims portal for lost, damaged or delayed mail and parcels sent via Royal Mail.
When to use: Parcel sent via Royal Mail. Time limit: 80 days from posting date.
Want to know more? Read our full guide →Report a lost Evri parcel (formerly Hermes)
What: Evri's claims page for lost or damaged parcels.
When to use: Your parcel was shipped by Evri. Note: if it was an online order, contact the retailer first.
Want to know more? Read our full guide →Claim for a lost or damaged DPD parcel
What: DPD customer support and claims contact.
When to use: Parcel shipped via DPD that hasn't arrived or was damaged.
Want to know more? Read our full guide →Claim for a lost DHL parcel
What: DHL customer service and claims portal.
When to use: International or domestic DHL shipment issues.
Want to know more? Read our full guide →File a claim for a missing UPS package
What: UPS online claims filing for lost or damaged packages.
When to use: Parcel shipped via UPS. You'll need the tracking number.
Want to know more? Read our full guide →File a claim for a missing FedEx shipment
What: FedEx claims portal for missing or damaged shipments.
When to use: FedEx shipment that hasn't arrived or arrived damaged.
Want to know more? Read our full guide →File a claim for a lost or damaged USPS package (US)
What: Official USPS claims portal for lost, damaged, or missing-contents domestic and international mail.
When to use: Parcel sent via USPS. File within 60 days of mailing for damaged or missing contents — other claim types have different windows.
Complain to Australia Post about a lost or damaged parcel
What: Australia Post's official complaints and feedback channel, covering Australia Post and StarTrack shipments.
When to use: Parcel shipped via Australia Post or StarTrack. If unresolved, escalate to the Postal Industry Ombudsman (Section 2 below).
Section 2 · Postal Ombudsman Directory
Where to escalate once the carrier's own complaints process hasn't resolved it — a genuinely independent ombudsman, distinct from the carrier's own customer service.
UK — Postal Redress Service (POSTRS)
What: Ofcom-approved independent dispute resolution for UK postal complaints, covering most major couriers (Royal Mail, Evri, DPD, and others). Free to use, and issues a decision binding on the carrier.
When to use: Only after the carrier's own complaints process is exhausted (a deadlock letter, or 8 weeks with no resolution). This only covers disputes where you have a direct contract with the carrier — a card chargeback or Section 75 claim against the retailer (see Section 6 below) is a separate route POSTRS does not handle.
US — no genuine individual-complaint postal ombudsman exists
What: The Postal Regulatory Commission oversees USPS policy and rates broadly, but does not independently investigate or resolve individual consumer complaints — an inquiry submitted here is simply logged and forwarded to USPS itself for a response, not adjudicated by an independent body.
When to use: There is no US equivalent to the UK's POSTRS or Australia's Postal Industry Ombudsman for individual disputes — USPS's own claims process (Section 1 above) is the actual endpoint for a US postal complaint.
Australia — Postal Industry Ombudsman
What: The Commonwealth Ombudsman, acting as the Postal Industry Ombudsman, genuinely investigates individual complaints about Australia Post and StarTrack — confirmed via its own published complaint-handling statistics.
When to use: Only after raising the complaint directly with Australia Post or StarTrack first (Section 1 above) — the Ombudsman requires this as a precondition.
Section 3 · Consumer Authorities
The general consumer protection regulator in each region — broader than parcel disputes specifically, but the right body once a delivery dispute becomes a wider consumer-rights issue.
US — Federal Trade Commission
What: The US federal consumer protection regulator — the general complaint route for a retailer's or carrier's unfair or deceptive practices.
Australia — ACCC
What: Australia's general consumer protection regulator — separate from the Postal Industry Ombudsman above (Section 2), which handles postal-specific service complaints specifically.
UK — Citizens Advice
What: The UK's general consumer advice and complaint-referral service — also the entry point to Trading Standards (below), since Trading Standards itself has no single national complaint portal.
EU — European Consumer Centres Network (ECC-Net)
What: Routes cross-border EU consumer complaints — including delivery disputes — to the right national body, via 29 centres across the EU, Norway, and Iceland.
UK — Trading Standards (via Citizens Advice)
What: Trading Standards is administered locally with no single national complaint portal — Citizens Advice's consumer service is the actual entry point, logging the complaint and passing it to the relevant local Trading Standards authority.
Section 4 · Package Tracking Directory
Verify what the carrier told you independently — these are tracking lookups, not a price or service comparison tool.
17TRACK — multi-carrier tracking lookup
What: Free, no-login tracking lookup across thousands of carriers worldwide — useful for cross-checking a carrier's own tracking status independently, or when a package changes carriers mid-journey.
ParcelsApp — universal tracking lookup
What: Free universal parcel tracking, no account required — paste a tracking number and see its status independently of the carrier's own site.
Section 5 · Customs Authorities Directory
The official body governing customs duty, import VAT, and tariffs in each region — the actual authority behind a disputed import charge.
US — Customs and Border Protection
What: The US federal agency governing customs duties, import regulations, and border enforcement.
UK — Tax and customs for goods sent from abroad
What: The current official guidance on VAT, customs duty, and excise duty owed on goods sent to the UK from abroad, and how the carrier collects it on HMRC's behalf.
EU — Taxation and Customs Union
What: The European Commission's customs policy hub. Actual customs administration is run by each member state's own national customs authority under EU-wide rules — this is the entry point, not a single national authority.
Australia — Australian Border Force
What: Australia's customs and border enforcement agency, within the Department of Home Affairs portfolio — governs import duties, GST on imports, and customs clearance.
Disputing an incorrect customs charge? Use our Customs Fee Dispute Generator →
Or build your case first with the Customs Duty & Import Fee Dispute Worksheet →
Section 6 · Payment Dispute Resources
The specific dispute process runs through your own card issuer or bank — but the underlying rules and eligible reasons for a dispute are set at the network level, which is why these network-level pages are the stable reference point instead of individual bank pages.
Visa — Zero Liability & dispute rights
What: Visa's network-level cardholder protection policy against unauthorized transactions. The actual dispute is filed with your card-issuing bank, not Visa directly — this page explains the underlying network rule your bank applies.
Mastercard — Zero Liability protection
What: Mastercard's network-level cardholder protection policy against unauthorized transactions. As with Visa, the actual dispute is filed with your card-issuing bank.
American Express — dispute a charge
What: Unlike Visa and Mastercard, American Express is typically both the network and the issuer, so this page doubles as the actual dispute-filing guidance, not just a network policy reference.
PayPal — Resolution Center
What: PayPal isn't a card network — it's its own payment processor with its own dispute system, the Resolution Center. Access requires logging into your own account; this page explains what it covers and how disputes work.
Seller won't resolve it? Use our Vendor Compensation Demand Letter →
Complaint is with the carrier instead? Use our Courier Complaint Generator →
Understand your legal rights when a parcel doesn't arrive (UK)
What: Clear guide to your legal rights when a parcel doesn't arrive, including template letters and escalation steps.
When to use: Before contacting anyone — understand exactly what you're entitled to claim.
Want to know more? Read our full guide →