How pressure on delivery drivers impacts consumer outcomes for parcel delivery

Our latest research for Citizens Advice looks at how the working conditions of delivery drivers contribute to consumer problems with parcel delivery.  We received many reports from drivers about bein highly pressured with heavy workloads and insufficient time allocated to each delivery.  These pressures appear to be negatively impacting consumers with frequent reports of drivers leaving before they have to get to the door or leaving parcels in insecure locations.

Citizens Advice has now published a report, ‘Sorry we missed you’, based on our research. Citizens Advice is using these findings to call for stronger consumer protections in the parcels market as well as action to ensure drivers have realistic workloads and are incentivised to provide good customer service.