At a glance
Countries served: UK
Claim window
- Notify
- Within 14 days of dispatch.
- Provide Evidence
- Within 28 days of DPD's request.
- Final Deadline
- One year from the dispatch date.
Compensation limits
- Expresspak Parcel Freight Parcel Shop Parcel
- £100 per item (or actual value if lower)
- Homecall Parcel
- £25 per Homecall parcel
- Pallet
- £1.50 per kg, max £1,500 per consignment
- Extended Cover
- Up to £5,000 per consignment or £15/kg (whichever is lower), minimum £100 per shipment — purchasable by the sender only
Source 1 → · verified 18 October 2026
How to make a claim
Notify DPD in writing; DPD's own T&Cs (Condition 11 'Liability for loss and damage', Condition 12 'Extended Cover', Condition 13 'Claims for compensation').
- Official claim form
- https://www.dpd.co.uk/content/terms-and-conditions.jsp states only that the customer must notify 'the Company' within 14 days — it does not itself give a submission address, email, or form URL. We could not locate a separate, working DPD UK contact/claims page this session.
- Claims email
- Not stated in our data — check DPD's official page directly: https://www.dpd.co.uk/content/terms-and-conditions.jsp
- Postal address
- DPDgroup UK Ltd, Roebuck Lane, Smethwick, B66 1BY, United Kingdom (registered office, confirmed in the footer of dpd.co.uk's own homepage; this is DPD's only officially published postal address — not a separate claims-department address, since DPD does not publish one)
Source 1 → · Source 2 → · verified 18 October 2026
Evidence to gather
- Order confirmation or receipt
- Tracking number and tracking history (a screenshot, with dates/status)
- Proof of the item's value
- Photos of the item and packaging, if it arrived damaged
- Any correspondence with the seller or DPD so far
- Delivery Evidence Log template — a structured way to keep all of this in one place
What happens next
No ADR/ombudsman scheme found for DPD specifically (not a POSTRS member). Escalation realistically runs via the retailer who chose DPD.
UK note: POSTRS (the Postal Redress Service) covers Royal Mail only. It does not cover DPD. For a non-Royal-Mail UK carrier, the realistic escalation route is via the retailer who chose the carrier, or a card dispute (see below) — never assume ADR membership that isn't confirmed.
United Kingdom
Section 75 Consumer Credit Act 1974 (credit card, £100-£30,000 single item) or chargeback (any card, under the card scheme's own rules)
Consumer Credit Act 1974, s.75: the credit card issuer is jointly and severally liable with the supplier for breach of contract/misrepresentation, for a single item priced over £100 and not more than £30,000. For debit cards, or credit card purchases outside that range, the only route is a chargeback under Visa/Mastercard/Amex's own scheme rules (not a statutory right).
Financial Ombudsman Service (FOS) — Resolves disputes about how a FINANCIAL BUSINESS (e.g. the card issuer) handled a Section 75/chargeback claim — not a complaint about the retailer or carrier directly.
Common questions
What is the claim window for a DPD parcel claim?
Within 14 days of dispatch. Within 28 days of DPD's request. One year from the dispatch date.
Is there a compensation limit for a DPD claim?
£100 per item (or actual value if lower) £25 per Homecall parcel £1.50 per kg, max £1,500 per consignment Up to £5,000 per consignment or £15/kg (whichever is lower), minimum £100 per shipment — purchasable by the sender only
How do I start a claim with DPD?
Notify DPD in writing; DPD's own T&Cs (Condition 11 'Liability for loss and damage', Condition 12 'Extended Cover', Condition 13 'Claims for compensation').
What if DPD doesn't resolve my claim?
No ADR/ombudsman scheme found for DPD specifically (not a POSTRS member). Escalation realistically runs via the retailer who chose DPD.
Does POSTRS cover DPD?
No. POSTRS only covers Royal Mail. It does not cover DPD.
This is general information, not legal advice. Figures are sourced from DPD's own published terms, linked above, and reviewed on the date shown.