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Post policy research

Parcel companies need to support at-risk groups during the Covid-19 pandemic

02 April 2020

Citizens Advice has issued a briefing for parcel companies on how they can support at-risk groups during the Covid-19 pandemic. It's vital that contact-free deliveries are accessible and that's why we're asking parcel companies to do 2 things to improve accessibility during this crisis.

Parcel Complaints Journeys

16 September 2019

Parcel delivery is an increasingly central part of the retail experience. But when things go wrong, it can be hard to fix them.

Supply and Use of Parcel Pick Up Drop Off Points in Great Britain

03 July 2019

Parcel pick up, drop off points are convenient external locations where consumers can send and receive parcels. But they aren't used to their full potential. Many people don't know about them, haven't been given the chance to use them or can’t access them. This should change.

Parcel Delivery Complaints on Social Media

27 February 2019

Our new analysis finds that hundreds of thousands of complaints are made against parcel companies each year. We’re calling on them to publish complaints data

Accessibility at post offices

06 November 2018

This report looks at the accessibility of the post office network and the changes that Post Office Ltd has made in response to our research.

Trends in the Postal Services Market

18 May 2018

Expansion and competition in the postal sector has brought many benefits for consumers, but there are still improvements to be made. This report brings together our recent work, highlighting our current priorities and recommendations for market improvements.