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Welcome to DX Utilities Utility Company
DX Utilities Ltd – Complaints Procedure
1. Introduction DX Utilities Ltd is an independent business energy broker acting as a Third-Party Intermediary (TPI). We introduce non-domestic customers to UK energy suppliers via an approved supplier panel. We are committed to providing a professional and transparent service. If you are dissatisfied with any aspect of our service, this procedure explains how to raise a complaint and how it will be handled.
2. How to Submit a Complaint You may submit a complaint using one of the following methods: Email: complaints@dxutilities.co.uk Post: DX Utilities Ltd 10 Buckingham Street Hockley Birmingham B19 3HT Please include your business name, contact details, and a clear description of your complaint. Where applicable, include meter reference numbers (MPAN/MPRN) to assist our investigation.
3. Acknowledgement of Complaint We will acknowledge receipt of your complaint within three (3) working days of receiving it.
4. Investigation and Response Your complaint will be investigated fairly and impartially in line with regulatory guidance. We aim to provide a full written response within ten (10) working days. If additional time is required, we will keep you informed of progress and expected resolution timescales.
5. Internal Escalation If you are not satisfied with our initial response, you may request that your complaint is escalated for further review by a senior member of management.
6. Referral to the Energy Ombudsman If your complaint remains unresolved after eight (8) weeks, or if you receive a deadlock letter from us, you have the right to refer your complaint to the Energy Ombudsman free of charge. Energy Ombudsman Contact Details Energy Ombudsman P.O. Box 966 Warrington WA4 9DF Telephone: 0330 440 1624 Email: enquiry@energyombudsman.org Website: www.ombudsman-services.org/sectors/energy
7. Record Keeping and Continuous Improvement All complaints are recorded, monitored, and reviewed to ensure compliance with industry standards and to support continuous improvement of our services.
8. Regulatory Disclosure DX Utilities Ltd is not an energy supplier. We may receive commission from energy suppliers for successfully introduced contracts. This does not affect the price paid by the customer unless explicitly stated.
