Our Approach to Complaints
We'd rather hear about a problem than have someone quietly walk away unhappy. A complaint tells us something didn't work the way it should have — whether that's a guide that didn't match what you needed, a call that didn't resolve your issue, or a billing question that needs sorting out — and treating that feedback seriously is part of how we keep our guidance genuinely useful.
This page sets out a single, consistent complaints process that applies to every customer we serve, regardless of which of the five countries they're contacting us from. We believe a clear, predictable process is fairer than one that changes depending on where you happen to live, so the steps, timelines, and fairness commitments below apply equally to everyone.
How to Raise a Complaint
Please contact us in the first instance — most issues are resolved within a single exchange.
- Email: info@nexsolutionsservices.com
- Support line (education queries): +44-808 531 0585
Include the following so we can help promptly:
- Your name and the email you used to contact us or purchase any learning pack (if applicable).
- Order ID (if applicable) and the plan or product type.
- A brief description of the issue, what you expected, and what outcome you are seeking.
- Relevant screenshots or dates/times.
We provide educational, brand-neutral guidance only — no repairs or remote access. Where a hardware fault or third-party restriction is involved, we will explain the limitations clearly and suggest appropriate next steps.
What We Will Do
Acknowledge
We confirm receipt of your complaint within 2 business days, so you know it's been received and is being looked at.
Investigate
We conduct a fair review of the notes, timelines, and communications related to your case before forming a view.
Respond
We aim to propose a resolution within 10 business days. Complex matters may take longer — if so, we'll keep you updated on progress.
Put it right
Where we're at fault, this may include clearer guidance, additional written materials, rescheduling a call, or a refund aligned to our Refund & Cancellation Policy.
Our Complaint Timeline
A typical complaint moves through a small number of clear stages. Here's what to expect at each point:
Day 0 — You raise the complaint
Sent by email or through the contact form, ideally with the details listed above so we can start investigating immediately.
Within 2 business days — Acknowledgement
We confirm we've received your complaint and give you a rough sense of what happens next.
Within 10 business days — Proposed resolution
We share our findings and a proposed way to put things right, or an explanation of our position if we don't believe a remedy is warranted.
If needed — Escalation review
If you're not satisfied, a senior team member reassesses the case with fresh eyes, usually within a further 5 business days.
Escalation Pathway
If you're unhappy with our first response, simply reply to ask for an escalation review. A senior team member will reassess the case with fresh eyes — including re-reading the original complaint, our first response, and anything new you've raised — and respond with a final decision, usually within 5 business days.
Escalation isn't a formality on our end; it's a genuine second look, often by someone who wasn't involved in the first response, specifically so the case gets a fair, independent reassessment rather than a rubber stamp of the original answer.
Independent Routes
If a dispute cannot be resolved between us directly, you may have access to independent options depending on where you're located:
- Alternative Dispute Resolution (ADR): We are willing to engage with a suitable independent ADR or mediation provider where appropriate, and will share relevant details on request.
- Small claims or equivalent court process: Depending on your country of residence, you may be able to pursue a claim through your local small claims court or equivalent process, subject to our Terms & Conditions.
- Consumer protection bodies: Many countries maintain a national consumer protection authority or ombudsman service that can offer guidance on unresolved consumer disputes.
Data-protection concerns (how we handle personal data) may also be raised with the relevant data protection authority in your country of residence. We encourage contacting us first so we can try to resolve the matter quickly and directly.
Our Approach Across the Countries We Serve
Connecgen Global LLP provides guidance to households and small offices across the United Kingdom, Ireland, the United States, Canada, and Australia. Rather than maintaining a separate complaints process for each country, we apply one consistent process, one set of timelines, and one fairness standard to every complaint we receive, regardless of where it comes from.
We recognise that the independent, external routes available to you if a dispute remains unresolved — ADR schemes, small claims processes, consumer protection bodies — vary by country. We're happy to point you toward the appropriate option for your location as part of the escalation process, rather than listing every country's specific scheme on this page.
Fairness Commitments
- Clear explanations in plain English, including any limits to what guidance can realistically achieve.
- Proportionate remedies based on what was actually delivered and what specifically went wrong.
- No penalty, delay, or change in tone for raising a complaint in good faith — we treat every complaint as a legitimate concern until shown otherwise.
- The same process and the same timelines for every customer, regardless of country, order size, or how the complaint was raised.
Common Issue Types We Handle
To help set expectations, here are the kinds of concerns that most often come through our complaints process, and generally how we approach each:
Guidance didn't resolve the issue
We review what was provided against what you needed, and look at whether a follow-up guide, clarification, or alternative approach would help.
Billing or refund questions
We check the order details against our Refund & Cancellation Policy and explain clearly what applies to your specific situation.
Communication concerns
If a call or written response fell short of our standards for clarity or patience, we treat that as seriously as any other complaint.
Helpful Evidence to Include
To speed things up, it helps to share:
- Dates and times of the interaction or emails in question.
- Device model, operating system, and connection method (Wi-Fi/USB/Ethernet).
- What happened when you followed a step, and any on-screen messages or errors you saw.
None of this is required to raise a complaint — we'll always try to help with what you're able to share — but more detail generally means a faster, more accurate response.
Accessible Formats
If you need this process in an alternative format, please tell us. We can provide large print, a simplified summary, or schedule a call to take details verbally rather than in writing. See our Accessibility Statement for more on how we support different needs across the site.
Contact and Registered Details
- Email: info@nexsolutionsservices.com
- Support line (education only): +44-808 531 0585
- Registered office (India): 3rd Floor, Plot No. 23, Block-B, Sector-62, Noida, Gautambuddha Nagar, Uttar Pradesh - 201301, India
Connecgen Global LLP is a GST-registered business in India under registration number 09AAWFC5769J1ZH. We are not an authorised service centre and have no manufacturer affiliation. Our support line and email are for educational queries and complaints only and do not constitute a local registered office in any of the countries we serve.
This complaints process is intended to be read alongside our Terms & Conditions and Refund & Cancellation Policy.