Hermes will rebrand and change its name to 'Evri' amid concerns over poor customer service.
The parcel firm was recently named the worst performing company of its kind in research carried out by Citizens Advice.
Experts at the body were able to come to the conclusion when it assessed the levels of customer service, problems experienced and accessibility. Hermes scored a total score of just 1.5 stars in the study.
There have also been accusations of staff mishandling packages inside delivery depots.
An undercover reporter at The Times recently filmed workers allegedly throwing parcels across a depot.
It was also claimed that staff were encouraged to lie to customers.
A spokesperson for Hermes said that the vast majority of allegations were “unfounded and do not reflect our business”.
They also described the Citizens Advice research as ‘flawed’.
A new TV advert with the new ‘Evri’ branding is set to shown on Friday, March 18.
The company also announced a £7million annual investment in pensions, which was described as a first in the UK logistics industry.
The GMB union said it was a "breakthrough" deal which will give couriers proper retirement plans and the right to maternity and paternity leave.
Evri will be introducing the right to maternity and paternity leave for all so-called 'self employed plus' (SE+) couriers from this month.
Chief executive Martijn de Lange said: "When we first announced our SE+ model in 2019 we committed to continuing to develop our support for our self-employed couriers and we are proud to have been true to that and be leading the industry once again.
"Our couriers receive guaranteed pay rates, paid holiday and now a pension but have also been able to retain the flexibility that so many treasure, fitting in their deliveries alongside their other, often family, commitments.
"This rebrand follows significant investment and two years of dramatic growth which has resulted in our entire business going through a major transformation programme.
"It is more than just a name change - it is a statement of intent of our commitment to leading the way in creating responsible delivery experiences for 'Evri one', 'Evri where'.
"It heralds a new culture and an even better way of doing things in an ever-evolving world, building on our achievements and successes."
GMB union official Steve Garelick said: "This breakthrough deal is a massive step forward and will make work better for GMB members.
"Tens of thousands of couriers will now have the safety and security of knowing their retirement plans are being looked after.
"Meanwhile, the right to maternity and paternity leave will break down barriers previously blocking those with children from entering the profession."
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