Throughout his time working as an Amazon delivery driver, Jamie says he faced increasing workloads, strict procedures and growing pressure, despite being described as self-employed.
Jamie, based in Pontypool, has worked as an Amazon delivery driver for five years having worked across three different depots for the same Delivery Service Partner. He began working as an owner driver but says the reality of the role has felt very different from genuine self-employment.
Over the years, Jamie says the job has changed in ways that have consistently made life harder for drivers.
A role that became increasingly demanding
Jamie says the role now involves far more than simply delivering parcels. He says how drivers are expected to follow strict rules and procedures, including giving notice of attendance and providing photo proof of delivery for the majority of parcels.
Jamie said:
“Many small things have changed along the way, always to the detriment of the driver. The worst thing is the rules we have to follow, and our routes averaging from 120 drops a day when I started to 190 a day now, with extremely minimal increase in pay.”
Jamie says these expectations have left drivers feeling rushed and under constant pressure to complete routes that have become increasingly difficult to manage within the working day.
Problems with parcels, bags and support
According to Jamie, drivers also regularly face practical problems that make the job harder. He describes Amazon bags as often being unsecured or poorly packed, which can lead to damaged parcels.
When parcels are damaged, Jamie says drivers are still expected to deliver them or spend more of their own time returning them to the depot at debrief. He also says Amazon’s driver support contact centre is not fit for purpose, as it often cannot help with the issues drivers are required to call about.
Jamie said:
“The amount of work increase without fair pay reward is despicable. Amazon driver support is not fit for purpose when they usually cannot help with the problems we have to call about.”
Working under pressure and without proper breaks
Jamie says the workload has become so intense that many drivers, including himself, regularly avoid taking breaks. He says there is rarely time to eat during a working day, and that drivers are left feeling stressed, rushed and under pressure to keep moving. That pressure had serious consequences for Jamie. He suffered a personal injury while delivering to an Amazon locker and says he is still suffering two years later while awaiting surgery.
Jamie said:
“I was feeling incredibly rushed due to the amount of deliveries we are expected to deliver now. This would never have happened had Amazon not increased their expectations so high.”
The personal and financial impact
Jamie says the injury has had a significant impact on his life and finances. He had to take more than six months off work unpaid and has only been able to return to work one day a week because of his pain levels. His compensation claim from the injury he sustained is still pending, leaving him in a difficult financial position.
Jamie said: “The injury hampered me massively financially. I had to have over six months off work unpaid and have only returned to work one day a week currently due to the pain levels.”
Why Jamie joined the claim
Jamie decided to join the legal claim because he believes Amazon’s working practices are unfair to drivers. Although drivers are described as self-employed, Jamie says that does not reflect the reality of the work, given the level of control over procedures, rules and working conditions.
Jamie said:
“Whilst being declared as self-employed by title, it most certainly isn’t the case given how we are instructed to follow procedures and our working conditions.”
After speaking to other drivers involved in a previous class action, Jamie felt it was only fair that drivers should be compensated for what they believe they are owed. He also believes working practices have become worse since the previous action.
Jamie hopes the legal action will lead to fair financial compensation for drivers who have been affected over the years, but he also wants Amazon to recognise that its treatment of self-employed drivers must change.
Jamie said:
“I hope for a sizable financial compensation amount for how we’ve been treated over the years, but also for Amazon to finally realise they cannot continue treating people as they do. Their practices have to change and become fairer.”
Jamie believes that if drivers had been treated as employed members of staff, the situation would not have developed in the same way.
A message for other drivers
Jamie wants other drivers in a similar position to consider joining the claim.
Jamie said:
“Anyone who’s considering joining, do it. Recoup the money you should have been paid during your working career with Amazon.”
He says Amazon’s adverts portray the company as fair and supportive of workers, but that this has not reflected his experience as a self-employed delivery driver. For Jamie, joining the claim is not only about individual compensation. He hopes it will also put pressure on Amazon to improve conditions for drivers in the future.
