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Every parcel tells a story — not just of what was bought, but of how much a customer trusts your brand to deliver.
The 2025 Ofcom Parcel report (via The Complaints Resolver) is a timely reminder of how vital that trust really is.
It found that UK consumers sent and received 4.2 billion parcels last year — a record number — yet 68% of customers say they’ve had at least one delivery problem in the past six months.
On the surface, that sounds concerning. But dig deeper, and it highlights an even bigger opportunity: the brands that master their fulfilment experience have never stood out more clearly.
Most delivery issues reported weren’t catastrophic — they were the everyday moments that define a customer’s impression:
•Parcels arriving late or without warning.
•Packages left somewhere unsafe.
•Drivers not giving enough time at the door.
Delivery networks across the UK move billions of parcels a year, often under immense time pressure and changing conditions. Our carrier partners play a vital role in making those final miles happen — and we see first-hand the complexity behind every “simple” doorstep delivery. That’s why collaboration, visibility, and communication across every handoff matter just as much as the parcel itself.
These may sound small, but they add up to something powerful: perception. In a market where convenience is expected, the quality of the delivery experience is what separates brands customers remember from those they forget.
It’s easy to think of fulfilment as the last step. In reality, it’s the first step in retention.
At We Are Fulfilment, we’ve built our business around that idea.
We treat every order as an extension of the brand behind it — from the scan accuracy and packaging quality to how and when a parcel lands on a customer’s doorstep.
Because the final mile isn’t just about parcels moving — it’s about people trusting that what they’ve bought will arrive exactly as promised.
Let’s be honest: no fulfilment business is flawless.
Every company in our space loves to talk about 99.9% OTIF, but the real work happens in the 0.1% — in the moments where something doesn’t go to plan, and the team works hard to put it right.
At We Are Fulfilment, that’s what drives us.
We’re proud of our consistency, but prouder still of the culture that pushes us to improve every single day.
These stats don’t discourage us — they motivate us. They remind us that trust is earned daily, one parcel at a time.
4.2 billion parcels moved through the UK last year. Behind every one of them was a promise — between a brand and a customer.
The Ofcom report is a clear message to the industry: logistics isn’t a cost centre, it’s a trust engine. And for e-commerce brands ready to grow, getting that last mile right isn’t just operational — it’s strategic.
At We Are Fulfilment, that’s what we’re building every day:
trust, reliability, and experiences that deliver — in every sense.
Discover how our UK e-commerce fulfilment services help brands deliver trust at scale.
Read next: We Are Fulfilment Recognised in FEBE’s Growth 100 Watch List
We Are Fulfilment
Mark St
Sandiacre
Nottingham
NG10 5AD
We Are Fulfilment can help supercharge your eCom with tailored solutions designed for your needs.
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The We Are Fulfilment team are available weekdays 8am-5pm.
We Are Fulfilment can help supercharge your eCom with tailored solutions designed for your needs.
Please fill out the information opposite, so we can understand how best we could work with you.
The We Are Fulfilment team are available weekdays 8am-5pm.