Record Surge in Postal Service Complaints Reported in 2025
The number of consumer complaints regarding postal services in Germany reached unprecedented levels in 2025, according to data from the Federal Network Agency. There were 55,395 formal grievances filed about postal and parcel delivery services, marking a 25% increase compared to the previous year's total of 44,406 complaints.
Most reported issues involved damaged letters and parcels, misdelivered items, and excessive delivery times. A smaller proportion of complaints focused on branch opening hours and mailbox accessibility. Approximately 90% of the complaints were attributed to the logistics company DHL, which operates as Deutsche Post within Germany and is the market leader. Other competitors such as DPD were also mentioned.
Despite the surge in complaints, the volume of mail and parcel deliveries remains high. In 2025, Germany's postal network processed around 9.4 billion letters and 4.5 billion packages. When compared to these figures, the rate of complaints remains low, equating to about four complaints per million items delivered. Deutsche Post emphasized that, while not every delivery is flawless, the overall postal system functions effectively, and each complaint is taken seriously.
Some grievances related to lost or misdirected letters, referred to as "found letters," were attributed to errors made by competing delivery firms. These letters were incorrectly delivered and subsequently returned to the postal system by recipients. There were an estimated 800,000 such cases, which may have contributed to the complaint statistics, despite not being directly caused by Deutsche Post.
The number of complaints has risen significantly since 2021, when only about 15,000 complaints were registered. The increase in 2022 to around 43,000 was partially attributed to challenges such as the COVID-19 pandemic and labor shortages. Despite measures to improve service and address staffing concerns, the complaint figures have remained high in subsequent years.
Shifts in consumer behavior have also impacted postal operations. While the volume of traditional letter mail is declining due to the rise in digital communication, there has been a notable increase in parcel shipments driven by the growth of e-commerce. This shift has required Deutsche Post DHL to undertake major infrastructure modernization efforts and adapt its logistics network to changing demands.
Government officials have expressed concern over the upward trend in complaints. While the rate of complaints remains relatively low compared to the total number of deliveries, it is believed that only a fraction of dissatisfied customers formally report their issues. Many may choose to forgo filing a complaint, despite experiencing delays or problems with their deliveries.
Regulatory changes implemented in early 2025 have altered delivery requirements for letters. Previously, 80% of letters had to be delivered by the next working day. Under the new rules, 95% must be delivered within three working days, and 99% by the fourth working day. This relaxed standard may have contributed to customer frustration over longer waiting times, even when deliveries remain within the updated legal framework.
Early figures for 2026 indicate that high complaint levels may persist. In the first quarter, there were already over 20,000 new complaints, though monthly numbers have shown a slight decrease from January to March. It is important to note that changes in the complaint submission process, including the introduction of a digital reporting tool with multiple-choice options, may affect the comparability of figures between years and could potentially inflate statistics with less relevant submissions.