Consumer experience of sending parcels
As part of our role as the statutory consumer advocate for postal services, Citizens Advice are researching the consumer experience of sending parcels. We are collecting case studies of problems that people have had when sending parcels, including returning items bought online or via mail order. These case studies will be used to inform our research and to develop recommendations which will aim to reduce the detriment that consumers experience.

Please fill in this survey thinking about a time when you had a problem sending a parcel.

By filling in and sending this survey you are agreeing to Citizens Advice processing your personal information to carry out this research. For more information please see our Privacy Policy: https://www.citizensadvice.org.uk/about-us/citizens-advice-privacy-policy/your-information/

Thinking about a time when you had a problem with sending a parcel, when did you send this parcel? *
What were you sending? *
In which of these areas did your problem occur? (please tick all that apply) *
Required
Please explain in detail the problems you experienced when sending this parcel. Please include where you sent the parcel, which company you used, any contact you had with the company and the resolution to your problem (if applicable). *
Your answer
How could you experience have been improved?
Your answer
Would you be happy for us to use your experience as a case study in a blog post or a report? This would be anonymous, and we would not use any identifying details. *
Can we contact you to ask you further questions about the problems you experienced whilst sending this parcel? *
If you are happy to be contacted, please leave your email address below:
Your answer
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