News

 

During the Olympic period, our Customer experience remains paramount and we are committed to providing the highest levels of Customer care.

We are now in a position to announce our strategy for Customer services throughout the Olympic period, this is to commence on the 25^th July and continue to the 7^th of September.

We have decided to segregate ALL Olympic enquiries from our main Customer services; this will improve the response times and the flow of information directly to you and your business.

 

How does this work

We have a dedicated Olympic helpline number which is 01753 657357 (please note this is only for businesses using Document Exchange, Courier or Mail services.  If you are waiting for a delivery to your home address, please contact 0844 371 0000 as usual) all of our other services will continue to use their existing Customer care contact numbers (see below) 

There will be a central dedicated team operating Monday to Friday between the hours 07:00 – 18:00. This team will have direct access to local Customer service teams based within the main core sites which are affected by the games in London. These postcodes include:

• North London (NW, N, W, WC)
• Central London collect/drop point
• South London (E, EC, SE, SW)

The dedicated email address for Olympic queries is olympics@thedx.co.uk 

Customer Service on a Saturday (09:00 – 14:00) this is available for London post codes only

Customer Service on a Saturday will be undertaken by the local Customer Service teams within the affected areas within London and therefore the following numbers should be used –

To help you understand which site to contact we have added the postal code areas which they service (see below) additionally we have a dedicated email address for each site, this may be a more convenient method for a response to your enquiry.

• North London (NW, N, W, WC)
  • Phone: 0208 208 7230
  • Fax: 0208 208 7245
  • Email: olympics.queriesNLO@thedx.co.uk

• Central London collection/drop point
  • Phone: 0207 623 5655
  • Email: olympics.queriesCDE@thedx.co.uk

Protocols for Customer Service throughout the Olympic period.

• For escalation of your enquiry  please contact your DX Account Manager
• Enquiries not related to the Olympics should be treated in the normal manner by using the Customer service team at Iver.

· All DX Secure Customers should contact their dedicated Customer service team at Northampton as usual on 0844 371 0000.

Recap on service expectations for DXNS, BD, and Secure

Please note that due to our range of services some Customers will encounter fewer disruptions than others depending upon the services used.

Exchange, Courier, Business Direct (includes all Tracked Products)

To guarantee our normal service DX are following guidelines set out by the Government which suggests that we operate our services between 00:00 – 06:00. For that reason we will need access to our Customers premises between these times.

Ø  Our timed service offering to affected postcodes will be suspended throughout this period 

Ø  There is no guaranteed next day delivery service between the hours of 07:00 – 19:00

Ø  There is no guarantee on our collection service between the hours of 07:00 – 19:00

Secure

There will be some variations to normal service as follows –

Ø  We will not be able to offer a timed delivery service to affected postcodes during this period.

Ø  We aim to provide the same core services for 24, 48 and 72 hour service however we will need to extend our operating hours from 08:00 to 20:00.

Ø  All collection points within Olympic affected areas will be collected earlier in the day. (your DX account manager will advise you as to this new collection time).

Ø  We are governed by LOCOG (London Organising Committee of the Olympic and Paralympic Games) legislation which means we cannot offer a DX service to event sites, therefore any items sent to these sites will be passed onto a nominated courier and significant surcharges will apply.

Ø  We are unable to provide any service guarantees and any track and trace visibility on the above items.

Ø  We will not be offering redeliveries into Olympic sites.

Ø  We will be extending our opening hours at our central London collection points to accommodate any increase in demand.

24 hour Olympics Delivery & Collection Point Service DXNS (Only)

We will be offering a 24 hour Olympic Delivery Collection Point Service from 25th July to 12th August, which will provide an alternative delivery or drop off solution for DX customers 

Customers will be able to consign a shipment to the address below and the consignee will be able to collect the item from this location at any time, alternatively a Customer can come along to drop off consignments to CDE (Bury Street) and hand these items over the counter to a member of our staff, these will processed and delivered the following day within the specified service level. 

Counter service available at:

Copenhagen House
5-10 Bury Street
London
EC3A 5AT

DX Number: 146320        Tel:  020 7623 5655

Guidelines for use of counter service

Ø  This service is designed for emergency use only. 

Ø  Due to the anticipated high demand we are limiting the number of shipments per day to 3 per customer.

Ø  The shipment must be consigned as a single item; multiple boxes will be rejected.

Ø  The service at this site may not be used as a storage facility, and therefore if any item remains uncollected on the second day it will be returned to the sender.

Ø  The maximum weight per shipment is 25 kilos.

Ø   No palletised items will be accepted.

Ø  The consignee name must be clearly identified on the box.

Ø  DX will only hand over items to nominated consignees.

Ø  Valid forms of Identification are required if the consignee collects  the item from CDE, these are shown below -

• Passport
• Driving license with ID card
• Bank Card (the consignee name must be on the card)

The person collecting the item should also provide a letter from the consignee authorising the release of the consignment to the named person identified on the address label  or manifest.