Surge in complaints about online shopping and package deliveries

A big jump in people complaining about problems with online shopping and package deliveries has been reported by a free-to-use website which helps with consumer gripes.
PIC: PAPIC: PA
PIC: PA

Online shopping complaint volumes jumped by 84% in 2018-19 compared with 2017-18, according to Resolver's analysis of people using its service.

High street shopping complaints increased by 39% year-on-year.

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Complaints about ticket sales increased by 213% last year, while there was a 14% rise for flight delays and airlines.

Complaints about takeaways increased by 16%, while those about film and TV streaming services were up by 106%.

Resolver said that while the number of complaints it received increased in many categories, gripes about PPI (payment protection insurance) decreased by 24% annually, while there was a 49% tumble on packaged bank accounts.

With the PPI complaints deadline looming on August 29, numbers may be showing signs of having peaked, Resolver said.

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James Walker, founder of Resolver, said changes to the way people shop, communicate and book a holiday are resulting in new areas of complaint.

He said: "Looking ahead, the early indications are concerns about what firms do with our data, the actions of fraudsters and scammers, easy access to high-cost credit and businesses overcharging us for staying loyal will be driving complaints over the coming year."

Here are the five biggest areas of complaint in 2018-19, according to Resolver, and the change compared with 2017-18:

1. PPI, minus 24%

2. Flight delays and airlines, 14%

3. Online shopping, 84%

4. High street shopping, 39%

5. Mobile phones, 57%