Tim Harrison, Senior Policy Researcher at Citizens Advice and one of the authors of “The market which isn’t delivering”, joins me to discuss the failings and potential remedies in the UK e-commerce parcel delivery market:

Where does the e-commerce parcel delivery experience begin?

Unfair surcharging (for example, for delivery to remote addresses)

Delivery information customers need when ordering online, including estimated delivery time

Communicating consumer rights information

Do customers need to know which delivery company will deliver their order?

The main delivery problems UK consumers encounter

Why isn’t the available technology being used to solve these delivery problems?

Delivery for customers with disabilities

Accessibility information for post offices and PUDOs

The link between delivery quality and contractor payment

Complaints handling

Consumer experience with e-commerce returns

Does the UK parcel industry need to be regulated?

Download the report from the Citizens Advice website.

Listen to the podcast by clicking on the play button on the audio player above (may take a few seconds to load and start playing). You can also listen (and subscribe) to the podcast via Google Podcasts, iTunes, and Spotify.

Relevant Directory Listings

Listing image


Since 2001, KePol parcel lockers from innovation leader KEBA ensure easy automating of the first and last mile of parcel logistics processes. First-class quality and outstanding reliability make KePol the world’s best locker solution available. Thanks to its modularity, the flexibility is high and customizing […]

Find out more

Other Directory Listings

About The Author

Ian Kerr

Ian Kerr is the founder and host of the Postal Hub Podcast. He has presented at many prominent postal and delivery events, and has contributed articles to Post&Parcel, the Mail & Express Review as well as chapters in Reinventing the post (2013) and Exploring New Frontiers: Reshaping the postal industry (2018).

Leave a comment

Your email address will not be published. Required fields are marked *

News Archive



MER Magazine

The Mail & Express Review (MER) Magazine is our quarterly print publication. Packed with original content and thought-provoking features, MER is a must-read for those who want the inside track on the industry.


P&P Poll


Which PUDO technology supplier is most familiar to you?

Thank you for voting
You have already voted on this poll!
Please select an option!

Pin It on Pinterest

Share This