Complaints and Procedures
At NEXIX, we prioritise customer satisfaction and are committed to addressing any issues or complaints with fairness, transparency, and efficiency. Our goal is to ensure that every customer has a positive experience with our services, and we take any dissatisfaction seriously. Below is a detailed overview of our complaints and resolution procedures.
Submitting a Complaint
If you are unsatisfied with any aspect of our services, we encourage you to submit a formal complaint. Our dedicated team is ready to assist you and ensure that your concerns are resolved promptly. To submit a complaint, please follow these steps:
- Send an email to hello@nexix.co.uk
- Get a response within 48 hours
Complaint Handling Process
Upon receiving your complaint, our customer support team will take the following steps to ensure a fair and timely resolution:
- Acknowledgment: We will acknowledge your complaint within 48 hours of receipt, providing you with a reference number for future correspondence.
- Initial Review: Our team will conduct an initial review of your complaint to understand the nature and scope of the issue.
- Investigation: We will investigate the matter thoroughly, gathering all necessary information and evidence. This may involve contacting you for additional details or clarification.
- Resolution Proposal: Based on our investigation, we will propose a resolution to address your complaint. This could include corrective actions, compensation, or other measures to rectify the situation.
- Feedback and Implementation: We will communicate our proposed resolution to you and seek your feedback. Once agreed upon, we will implement the necessary actions to resolve the complaint.
Timelines for Resolution
We aim to resolve all complaints as quickly as possible. Our standard timelines are as follows:
- Initial Response: Within 48 hours
- Investigation and Resolution Proposal: Within 10 business days
- Final Resolution Implementation: Depending on the complexity of the issue, typically within 14 business days
Escalation Process
If you are not satisfied with the proposed resolution, you have the option to escalate your complaint. To do so, please contact our Customer Relations Manager at support@nexix.co.uk. Your complaint will be reviewed at a higher level to ensure all aspects have been thoroughly considered.
Continuous Improvement
At Nexix, we believe in continuous improvement. We analyse all customer complaints to identify patterns and areas for improvement. This helps us enhance our services and prevent similar issues from occurring in the future.
Contact Information
For any questions or further assistance, please contact our customer support team:
- Email: hello@nexix.co.uk
Thank you for your patience and cooperation. We value your feedback and are dedicated to providing you with the best possible service.