Claims

With this form, you can conveniently file a claim via the website.

A claim is a report of damage, loss, or deficiency in the content of a parcel, or its delay.

We would like to remind you that in accordance with the Terms and Conditions of Domestic Services provided by DPD Polska Sp. z o.o., a parcel is considered lost/missing if it has not arrived at the destination indicated on the waybill within 30 days of the service completion deadline.

The report will be automatically forwarded to the Claims Department, and a confirmation email with a reference number will be sent to the provided address.

Additionally, the form can be used to report issues with errors on issued invoices.

Minimum requirements for the proper functioning of the online Claim Form - Firefox Mozilla browser version 19.0 or higher, Internet Explorer version 8.0 or higher, Google Chrome version 25.0 or higher.

Claim form Electronic damage report

GDPR Information Clause

The controller of your personal data is DPD Polska Spółka z ograniczoną odpowiedzialnością (DPD), headquartered in Warsaw at ul. Mineralna 5, 02-274 Warsaw.
DPD has appointed a Data Protection Officer who can be contacted via email at [email protected] for any matters related to the processing of your personal data.
Your personal data collected by DPD in connection with filing a claim and subsequent claim procedures will be processed:
1. for the purpose of conducting the claim procedure related to the service provided by DPD – the legal basis for processing is DPD's legitimate interest (Article 6(1)(f) of the General Data Protection Regulation (GDPR)).
2. for statistical and analytical purposes aimed at improving service delivery and monitoring the efficiency of claim procedures – the legal basis for processing is DPD's legitimate interest (Article 6(1)(f) GDPR).
3. for the purpose of establishing, pursuing, or defending against legal claims – the legal basis for processing is DPD's legitimate interest (Article 6(1)(f) GDPR).
Submitting a claim via electronic communication means, including through the Complaint Submission Form available at www.zgloszenia.dpd.com.pl, and providing your email address implies consent to receive correspondence (including notifications, updates, and responses to your claim or its appeal) electronically at the email address provided.
The personal data processed in connection with the purposes outlined in point 3 above include the data provided in the Complaint Submission Form and Damage Report, such as your name, email address, bank account number, and any documents required to conduct the claims procedure in accordance with DPD's service regulations and applicable legal provisions.
Your personal data may be shared with other entities as necessary to: (i) properly address the claim and provide a response, (ii) conduct legal or settlement proceedings if the claim is rejected or compensation is not paid and the entitled person pursues a claim related to improper performance of the agreement by DPD. Entities that may receive your personal data include service providers acting on behalf of DPD, customer support centres, IT solution providers, insurance companies, legal advisors, common courts, and public authorities handling claims (e.g., the President of the Office of Electronic Communications).
Your data will be processed for: (i) the duration of the claim procedure, including any appeals against rejected claims and the period required for compensation payments if the claim is accepted, (ii) the statute of limitations for claims related to improper performance of the service by DPD, (iii) legal, settlement, or administrative proceedings initiated by competent public authorities.
Where your data is processed based on consent, it will be processed until the consent is withdrawn, but no longer than the periods outlined in point 7 above.
You have the right to access your data, request its correction, deletion, restriction of processing, and object to its processing.
You also have the right to lodge a complaint with the President of the Personal Data Protection Office (ul. Stawki 2, 00-193 Warsaw) if you believe that the processing of your personal data violates GDPR.
You have the right to object to the processing of your personal data for purposes specified in point 3 above (based on DPD’s legitimate interest) for reasons related to your particular situation. For evidence purposes, DPD requests that objections be submitted in writing or electronically.
Providing your personal data is required by DPD to accept and process your claim, except for optional data marked as voluntary. Failure to provide required personal data will result in the inability to accept and process your claim

Frequently asked questions

1) How can I file a claim?

A claim can be filed electronically using the form available on the website www.dpd.com.pl, under the "My DPD" section, or in print to the address: DPD Polska Sp. z o.o. Claims Department, ul. Mineralna 5, 02-274 Warsaw. Please include the necessary documents (see point 6) to allow us to process your claim efficiently.

2) When will I receive a response to my claim?

Our goal is to minimise the waiting time for responses to your claim. It is important to ensure that all required documents are included. The maximum timeframe for issuing a decision on a fully documented claim is 30 days.

3) What should I do if I notice damage to the parcel?

If damage is identified, you may draft a damage report in the presence of the courier or complete the electronic damage report available at www.dpd.com.pl/protokol

We recommend completing the report as soon as possible after delivery. For externally visible damage, this should be done on the day the courier delivers the parcel.

Please include photographs showing the parcel's packaging and the extent of the damage.

Please note that completing a damage report does not initiate the claim procedure. Apart from completing a damage report, you must file an official claim, attaching the electronic report and photos.

4) When should I file a claim?

All claims should be submitted as soon as possible after the incident and once all relevant documentation is gathered. Formal deadlines for filing claims depend on the type of service. You can find more information in the Terms and Conditions of Domestic Services and the Terms and Conditions of International Services.

5) I have filled out a damage report – what next?

If damage to the parcel is identified, you must submit a written claim. The process for filing a claim is described in question 1. We would like to remind you that filling in a damage report does not initiate the claim procedure.

6) What documents do I need to attach to the claim?

The required documents are listed in the claim form. After selecting the reason for your claim from the list, the form will indicate the necessary documents. In cases of damage, the following documents are essential: consignment note/waybill, claim form generated via the claim submission form, damage report completed with the courier or electronic damage report (if prepared), proof of the parcel's value. Full details can be found in the current Terms and Conditions.

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