If you’re struggling with a lost, delayed or undelivered Evri parcel, here’s the direct answer: Evri does not publish a standard complaints email, but you can still raise issues quickly through official channels like live chat, phone, and escalation email addresses. I’ve broken down exactly how to do this effectively.

Key points covered in this guide:

• Step-by-step Evri complaints procedure
• Escalation email options like customersolutions@evri.com
• Free UK contact number: 0330 808 5456
• What to prepare before calling or chatting
• When to contact the retailer instead of Evri
• Expected response time for complaints
• Alternatives like Resolver for unresolved issues

What Is the Official Evri Complaints Procedure?

When things go wrong with a parcel delivery through Evri, the first thing to know is that the company has a defined complaints procedure to address issues ranging from delays to lost or damaged goods.

According to Evri’s official guidance: you need to report the issue as soon as possible and choose the right channel depending on your role as either sender or recipient.

Evri’s process consists of three key stages:

Step	Action
1	Report the problem promptly via chat, call‑back online, phone or webform depending on whether you’re a recipient or sender.
2	Evri’s customer service team at the relevant depot investigates your complaint.
3	You receive the investigation outcome by email or phone based on your preference.

Evri states that 92 % of complaints are resolved within three business days under this process.

Professional customer support teams will emphasise that reporting promptly and through the official channels gives your complaint the best chance of being handled swiftly.

“From my experience, when you clearly articulate the issue with evidence and choose the right contact method first time, the resolution timeline improves significantly compared with repeated follow‑ups,” I’ve frequently observed when helping people navigate parcel complaints.

Evri also notes that for recipients, there are circumstances where they will advise you to contact the sender or retailer first. This is not because Evri is dismissing your complaint, but because the retailer or sender is often in the best place to authorise refunds or send replacements quickly and then claim compensation from the courier.

The official procedure is also laid out in Evri’s help section where you can select the relevant type of complaint, whether the parcel is marked as delivered, delayed, lost, damaged, or another issue entirely.

Is There an Evri Complaints Email Address UK Free?

This is one of the most common questions customers ask, especially when they want to have a written record of their complaint that feels more formal than a chat transcript or phone call.

Officially, Evri does not prominently publish a dedicated email address for complaints on their main Contact page. Instead, the primary recommended channels are live web chat and the customer service phone number.

However, there are commonly referenced email addresses that are used in practice by customer service teams, particularly for escalation:

Type of Contact	Email Address	Notes
General feedback	noreply.customer@feedback.evri.com	Not intended for solving complaints; no reply is usually expected.
Escalation enquiry email	customersolutions@evri.com	Widely referenced in consumer guides as useful for deeper investigation.

“From what I’ve seen and what many consumer advisers recommend, starting with chat or the UK phone number before using the escalation email yields better results,” I often tell readers.

Email alone frequently ends up buried in general enquiries, whereas live contact channels ensure your case enters the official complaint system sooner.

It is also worth highlighting that some community forums and customer groups list alternative contact formats such as MyEvri@customer.evri.com, but bear in mind these are not officially endorsed and can change or stop working over time.

How Do I Contact Evri by Phone Free for Complaints?

If you prefer to speak to a human adviser, Evri’s UK customer service phone line is a key tool.

The number is:
📞 0330 808 5456 – advisors available Monday to Friday 8am–4pm and Saturday 8am–2pm.

In the UK, calls to numbers beginning with 0330 are typically included in your mobile and landline inclusive minutes, which means you shouldn’t incur additional charges beyond normal call rates.

That’s why these calls are effectively free for most people. but it’s still worth checking your specific mobile or landline plan if you’re unsure.

Evri’s telephone service starts with an automated voice response system that can either provide initial support or connect you to a live customer service adviser to handle your complaint.

If you have multiple parcels or tracking numbers, the system will ask for your parcel details to ensure you’re routed correctly.

Information to Have When Calling	Reason
Your phone number linked to the parcel	Helps identify your active parcels.
Tracking number (16-digit)	So the adviser can locate the specific shipment.
ParcelShop receipt number	If relevant to the delivery or collection issue.
Calling card number	Essential if the parcel was delivered while you were out.

Using the phone first allows you to explain your situation verbally, which often shortens the time it takes to accurately describe the problem and reduces the likelihood of misunderstanding that can happen in chat or email.

Can I Use Evri’s Live Chat to Raise a Complaint?

Chat is widely recognised  including on Evri’s own support pages, as the quickest way to make initial contact and register a delivery issue.

The digital assistant in the chat window asks you to clarify your parcel problem and, depending on the complexity, either provides immediate steps or creates an enquiry for a customer service adviser to investigate further.

Unlike email, where replies can sometimes be delayed, chat starts a live interaction.

Here’s what chat support typically offers:

• Real‑time responses to your queries about parcel status and issues.
• Option to provide the tracking number immediately so the support team can see your parcel details.
• The ability to request that a human adviser reviews your complaint if the digital or virtual assistant can’t resolve it.
• Follow‑up by email or phone once the investigation is under way.

Table: Comparison of Contact Methods

Contact Method	Speed	Written Record	Human Interaction	Best Use
Live Chat	Fast	Yes (chat transcript)	Optional	Quick queries, initial complaints
Phone	Medium	No (unless you note details yourself)	Yes	Complex issues requiring explanation
Escalation Email	Slow	Yes	No	Cases unresolved by other methods
Resolver Platform	Medium	Yes	Facilitated	Independent handling with templates

“Chat first makes sense for most complaints in practice because it logs your issue directly within Evri’s official tracking and complaint system,”

I say in many of my guides to consumers. It brings you into the pipeline faster and often triggers the official investigation sooner than waiting for an email reply.

What Information Should I Have Ready When Contacting Evri?

No matter how you contact Evri, whether by phone, chat, or escalation email, having the right information at hand ensures your complaint starts on strong footing and is processed without unnecessary delays.

Essential details include:

• Your 16‑digit tracking number, which uniquely identifies the parcel you’re querying.
• If the parcel has attempted delivery and you received a calling card, the eight‑digit number on that card.
• The parcel description (what it contains), especially if it’s lost or damaged.
• The date you expected delivery versus the actual status.

Having these ready when you begin the call or chat saves time and also shows the adviser that you’re organised, which can help speed up the investigation process.

What If My Parcel Is Showing Delivered But I Didn’t Get It?

This scenario is one of the most frustrating for customers, and it’s one of the most common reasons people contact Evri’s support. In Evri’s complaints categories, there is a specific section for parcels that are showing as delivered but have not been received.

Evri’s official guidance directs customers in this situation to contact them promptly so they can start an investigation. The investigation will typically involve the local depot and may result in a parcel re‑trace or confirmation of delivery location.

Issue	Likely Required Action
Parcel shows as delivered but not received	Report immediately via chat or phone; investigation begins.
Parcel delayed	Check tracking updates, then contact support if delayed beyond expected timeframe.
Parcel damaged	Provide photos and details; escalate for claims.
Something else unclear	Use the “other” option in chat or phone menu.

One professional insight I’ve gained from talking with experienced customer service advisors is the power of clear, chronological information.

When you communicate exactly when you expected delivery, what the tracking says, and any specific messages (like “Left in Safe Place”), it narrows down the possibilities quickly and helps the support agent focus on realistic next steps.

How Long Does Evri Take to Respond to a Complaint?

Evri’s official statement is that around 92 % of complaints are resolved within three business days when you report them through the correct channels.

However, when you consider the variability of complaint complexity, response times can fluctuate. Simple queries, such as a delivery update or missed delivery investigation, often get quicker responses, while cases involving lost parcels or damage claims may take longer because they involve depot investigations and possible evidence review.

In practice, many customers report follow‑up communication within 24–72 hours after initial contact, especially if the complaint is logged via live chat and followed up with a phone call.

Are There Other Ways to Complain to Evri (e.g., Resolver)?

If you’ve tried official channels without resolution, independent platforms can help you structure and track your complaint. Resolver is one such service that allows you to raise your issue with Evri for free, organise correspondence, and escalate if needed.

Resolver keeps all your communications in one place, offers templates to help you write clear complaints, and can guide you if you need to take your complaint to a regulator or dispute resolution body. While not affiliated with Evri, it’s particularly useful for detailed claims or disputes where multiple follow‑ups have already occurred.

What Are Common Mistakes to Avoid When Contacting Evri?

Key pitfalls include:

• Trying to use the general feedback email expecting a response to a delivery complaint (Evri clearly states this address isn’t monitored as a support channel).
• Calling outside the adviser hours (Mon–Fri 8am–4pm, Sat 8am–2pm).
• Not having your tracking or calling card number ready before starting contact.
• Assuming escalation email addresses will automatically solve the issue without first using official contact channels.

From my experience, avoiding these is simple but impactful: prepare your details first, use the quickest contact method available, and only escalate when necessary.

Conclusion

In thousands of conversations with readers and customers, I’ve noticed patterns that often make a difference when dealing with parcel complaints:

• Start with live chat: log the issue officially and get on record quickly.
• Follow up with a phone call if the response isn’t satisfactory within 24–48 hours.
• Save all chat transcripts or call notes, they can help if you escalate later.
• Use independent platforms like Resolver to organise your complaint if direct routes are slow.

These steps, taken in sequence, regularly result in clearer outcomes and quicker resolution compared with repeated emails or social media posts.

FAQs

Can I email Evri directly to file a complaint?

Evri does not officially list a direct complaints email, but some users report success with customersolutions@evri.com.

Is the Evri complaints phone number free to call in the UK?

Yes, 0330 808 5456 is included in most mobile and landline free minutes in the UK.

How quickly does Evri respond to complaints?

Evri aims to resolve 92% of complaints within three business days.

What details should I prepare before contacting Evri?

Have your tracking number, phone number, and any delivery notes or images ready.

Can I raise a complaint using the Evri live chat?

Yes, Evri’s live chat is the quickest way to log a complaint and receive a follow-up.

What if my parcel was delivered to the wrong address?

Report it via live chat or phone immediately so the depot can investigate.

Is Resolver a reliable way to file an Evri complaint?

Yes, Resolver is a free third-party platform that helps structure and escalate complaints effectively.