Complaints Procedure

We are sorry to learn that you have not been satisfied with our services. We welcome your comments and feedback as they assist us in improving the services we offer.

To make a complaint about any of the DX Group services, please contact us:

         Telephone:   0845 600 3613, Monday to Friday between 8am and 6pm.

         Email:           customer.concerns@thedx.co.uk

         Post:              Head of Customer Concerns,
                                DX Customer Concerns
                                1 The Ridgeway
                                Iver
                                Buckinghamshire
                                SL0 9JQ

          DX:                DX 1
                                Iver

To help us investigate your concerns please ensure you provide us with as much information as you can, such as:-

  • Name and original address the item was being delivered to
  • Your name and address if different from the delivery address 
  • Reference and/or tracking number
  • Details of the complaint you wish to raise with DX Group

 

DX endeavour to acknowledge your complaint on the same day as receipt. After fully investigating your issues we will provide a response within 7 to 10 working days.

For Licensed Mail:

You can recognise any mail that has been delivered to you by DX by the identification mark shown in the picture below:

Please follow the above process in contacting DX with your complaint.

If you are not satisfied with the response you will be able to refer your complaint to an independent redress scheme. We will send details of this scheme to you if your complaint reaches this stage.

Independent advice about your rights as a consumer or how to progress a complaint is available from Consumer Direct which is a service operated by the Office of Fair Trading.

Consumer Direct will be able to offer practical advice via the telephone or online but please note that Consumer Direct cannot make a complaint on your behalf or provide advice on specific DX products and services.

Web: www.consumerdirect.gov.uk
Tel: 0845 404 0506

You can read the Postal Services Complaint Handling Report for DX Network Services year end 31 March 2010.