Ofcom warns UK postal operators of potential new regulations

The UK communications regulator, Ofcom, has warned parcel delivery companies that they may face “additional regulation” if customer service standards do not improve. This warning follows a decline in average customer satisfaction, which fell to 75% in 2026 from a steady 78% recorded between 2023 and 2025.

According to Ofcom’s annual survey, 71% of parcel recipients experienced delivery issues in the previous six months, an increase from 68% the prior year. The most frequent problems reported were delivery delays (32%) and parcels being left in inappropriate locations (28%).

In terms of performance, Evri and Yodel recorded the highest levels of dissatisfaction at 42% and 33%, respectively. Conversely, Amazon and FedEx were identified as the top performers, each reporting a 15% dissatisfaction rate and a 56% satisfaction rating. Fergal Farragher, policy director at Ofcom, stated that companies must prioritize customers and improve performance to avoid further protective measures.