How do I submit a complaint?
We know that it is disappointing when something goes wrong with your mail or parcel, or you are dissatisfied with your delivery. Please let us know and we will do all we can to prevent it happening again.
This is how it works:
- Click on 'Start your complaint' below.
- Chatbot Daan will open and ask you a few questions.
- daan will ensure your complaint is forwarded to the responsible department or connect you with a customer service representative.
What do we do with your feedback?
Thanks to your questions, complaints and tips, we’ve already made lots of great improvements!
“Your parcel has been delivered”, your track & trace says. Good news — except you haven’t received your parcel yet. What now? Through our chatbot Daan, you can ask where your parcel is. Within 2 hours you’ll receive an email from your delivery driver with an update.
Your feedback showed us that it wasn’t always easy to find the right information about questions or complaints on the website. That’s why we now use new sections that make it easier to find what you need.
As soon as your parcel is registered with us, we give an estimated delivery time. That used to be a broad time window, which meant you often had to stay home all day. That’s now changed! Once your delivery driver is on the way, the estimate becomes much more precise. That way, you still have time to walk the dog or quickly run to the store