plaint
Deutsch Claim flight compensation

How to complain to UPS

Problems with UPS, such as missing, late and damaged parcels, are easier to resolve with a short written complaint that names your rights and sets a deadline. Here's how to do it, with a free letter you can send today.

Start your letter to UPS

Your rights

  • If you're waiting for something you bought online, complain to the shop rather than UPS. In the EU, the seller carries the risk until you receive the goods.
  • If you sent the parcel yourself, your contract is with UPS. Quote the tracking number and any insurance you paid for.
  • Ask UPS for proof of delivery, such as a signature, photo or GPS location, if the tracking says delivered but nothing arrived.

Step by step

  1. Collect your evidence

    Gather your booking or order confirmation, reference numbers, screenshots, photos and receipts. Write down dates and the names of anyone you spoke to.

  2. Use UPS's official complaint channel

    Look for the complaints or contact form on UPS's official website or app. Using the official channel creates a record and stops the company saying it never received your complaint.

  3. Send a written letter with a deadline

    Paste your plaint letter into the form or email, or send it by registered post. A clear deadline, usually 14 days, shows you're serious.

  4. Escalate if there's no answer

    If you get no answer, ask your card provider for a chargeback, contact your national consumer organisation, or use the European Consumer Centre if the company is based in another EU country.

Questions people ask

How do I make a complaint to UPS?

Use the complaint or contact form on UPS's official website, and paste in a written letter that sets out what happened, what you want and a deadline for a reply. Keep a copy of everything you send.

How long does UPS take to reply to a complaint?

Response times vary. Give the company a fixed deadline in your letter, usually 14 days, and escalate if it passes without a proper answer.

UPS says my parcel was delivered, but I never got it. What now?

Check with neighbours and any safe place first. Then, if you bought the item online, ask the seller for a replacement or refund, since they are responsible until you receive it. If you sent it yourself, ask UPS for proof of delivery.

plaint is an independent site and is not affiliated with, endorsed by or connected to UPS. The name is used only to identify the company. This guide is general information, not legal advice.