Complaints

If you have any cause for complaint

Customer Service complaints

If you are unhappy with any aspect of our service, please let us know. The damage and loss ratio of GLS is consistently at a very low level, because GLS sets great store by reliability. If you nevertheless are not satisfied with our service, please let us know. You can do this online by sending an e-mail to us. Alternatively you can give us a call.

To ensure your complaint is handled quickly, please tell us the parcel number. This way, we can take care of your complaint as fast as possible.

What should I do if my parcel is damaged?

The sender is responsible for packing goods properly. If a parcel has any external damage, for example a hole in the box, you can refuse to accept the parcel. GLS will then return the parcel to the depot and inform the sender about the complaint.

If you accept a seemingly intact parcel and subsequently discover that the contents are damaged, please contact GLS for further information.

More FAQs for recipients

Find out more about complaints

Each day GLS transports more than 1.5 million parcels across Europe. A range of safety measures keeps the damage and loss ratio at a constantly low level. As a result, it is below 0.01 percent. Regardless, it can still happen that a parcel is damaged. If, for example, you see a hole in your parcel or fluid is leaking from it, you can refuse to accept it. If you don’t accept the parcel, you won’t need to file a complaint. GLS will then sort out the matter directly with the sender.

If you accept a seemingly intact parcel and discover later on that the contents are damaged, you should contact GLS.