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Written question asked by Mary Glindon (Labour) on Monday, 9 March 2026, in the House of Commons. It was due for an answer on Thursday, 12 March 2026 (named day). It was answered by Blair McDougall (Labour) on Thursday, 12 March 2026 on behalf of the Department for Business and Trade.

Delivery Services: Lost Property

Question

To ask the Secretary of State for Business and Trade, what recent discussions he has had with Ofcom on the adequacy of internal investigations into (a) parcels and (b) replacement parcels that are determined missing by (i) Evri and (ii) other delivery companies.

Answer

I met senior officials from Ofcom on 17 December and again on 11 March.

I am clear delivery companies must do more to meet the rightful expectations of customers.

Ofcom has written to delivery operators to remind them of their obligations and is gathering evidence of compliance with applicable Consumer Protection Conditions.

Under the Consumer Rights Act 2015, sellers are responsible for the delivery of goods bought online until they are in the consumer’s physical possession and is responsible if anything goes wrong with the consumer’s parcel, including goods delivered damaged or lost in transit, to liaise with the courier to find out what went wrong.

Secondary information

Type
Written question
Reference
118741
Session
2024-26
Subjects
Delivery services Lost property Parcels Ofcom Standards Evri
Link
View this Written question on www.parliament.uk