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.
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).
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.
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.
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.
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 →
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 →