Complaint Procedure

In the event you feel you need to make a complaint, we will endeavour to work with you and/or your supplier to put things right quickly.

CX International is committed to ensuring customers are treated in a fair, honest, transparent and professional way, at all times. Our complaints procedure below will help you understand what you can expect from us, along with timelines for a response:

1. Contact us
Contact us by either of the methods listed below, including as much detail as possible and the outcome you are seeking.

By email:
By phone: 0161 5412 852

Write to us here:

CX International
Building 1, Parc Du Cap
Mispel Road,
Bellville Cape Town,
Western Cape, 7530,
South Africa

2. Our investigation
A member of our complaints team will then review your case, as well as any available evidence. We aim to respond to you within ten working days, including our proposed resolution. Please note that we may need to liaise with energy suppliers to address your concerns, so more complex complaints may take longer to investigate.

3. Escalate your complaint
We will generally be able to resolve your complaint; however, if you are unhappy with the proposed resolution you can then escalate your case to our Compliance Manager by emailing and including FAO Compliance Manager in the subject field.

Alternatively, you can write to us:

FAO Compliance Manager
CX International
Building 1, Parc Du Cap
Mispel Road,
Bellville Cape Town, Western Cape, 7530,
South Africa

Free, independent help and advice is at hand
If we have been unable to agree a mutually acceptable resolution, you may get additional support to help evaluate your complaint from the Broker Ombudsman.

The Broker Ombudsman is there to help if you are a microbusiness customer. It is free to use their services, and they are totally independent – so they do not take sides, and make their decision based only on the information available.

You can take your complaint to the Broker Ombudsman if it is not resolved within eight weeks since you first raised it with us or you have received a ‘deadlock’ letter from us (whichever is first). If you agree with their decision, we will be required to implement their final decision. This may mean we have to apologise, explain what has gone wrong, correct the problem or give you a financial award. You do not have to accept their decision.

* A non-domestic consumer is defined as a micro business, and qualifies to receive OSE services, if they meet one of the following criteria:

  • employs fewer than 10 employees (or their full-time equivalent) and has an annual turnover or balance sheet no greater than €2 million; or
  • uses no more than 100,000 kWh of electricity per year; or
  • uses no more than 293,000 kWh of gas per year.

  • Phone: 0330 440 1624
    Fax: 0330 440 1625
    Address: Ombudsman Services: Energy, PO Box 966, Warrington, WA4 9DF