nexsolutionsservices.com

Complaints & Dispute Resolution | Nex Solutions

Complaints & Dispute Resolution

We aim to put things right quickly and fairly. This page explains how to raise a concern, what we will do, timelines, and independent routes if you remain unhappy.

Last updated: 27 August 2025

How to raise a complaint

Please contact us in the first instance—most issues are resolved within a single exchange.

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 limitations and next steps.

What we will do

  • Acknowledge your complaint within 2 business days.
  • Investigate with a fair review of notes, timelines and communications.
  • Respond with a proposed resolution within 10 business days (complex matters may take longer; if so, we will keep you updated).
  • Put it right where we are at fault—this may include clearer guidance, additional written materials, rescheduling of a call where relevant, or a refund aligned to our Refund & Cancellation Policy.

Escalation pathway

If you are unhappy with our first response, reply to ask for an escalation review. A senior team member will reassess the case with fresh eyes and respond with a final decision, usually within 5 business days.

Independent routes

If a dispute cannot be resolved, you may consider independent options:

  • Alternative Dispute Resolution (ADR): We are willing to engage with a suitable UK ADR provider where appropriate. We will share details on request.
  • Small claims track: You may pursue a claim in the courts of England and Wales, subject to our Terms & Conditions.

Data-protection concerns (how we handle personal data) may also be raised with the UK Information Commissioner’s Office (ICO). We encourage contacting us first so we can try to resolve the matter quickly.

Fairness commitments

  • Clear explanations in plain English, including any limits to what guidance can achieve.
  • Proportionate remedies based on what was delivered and what went wrong.
  • No penalty for raising a complaint in good faith.

Helpful evidence to include

To speed things up, share:

  • Dates/times of the interaction or emails.
  • Device model, operating system and connection method (Wi-Fi/USB/Ethernet).
  • What happened when you followed a step and any on-screen messages.

Accessible formats

If you need this process in an alternative format, please tell us. We can provide large print, a simple summary, or schedule a call to take details verbally.

Contact

  • Email: support@nexsolutionsservices.com
  • UK helpline (education only): +44-808 531 0585
  • Registered office (India): Nex Solutions, A2, Khasra Number 1708, Baba Mohalla, Aya Nagar, New Delhi, South Delhi, Delhi – 110047

Nex Solutions is an independent, India-registered educational business (Udyam Reg. No. UDYAM-DL-08-0105486). We are not an authorised service centre and have no manufacturer affiliation. The UK helpline is for educational queries only and is not a registered office address.

Governing law: England and Wales. See Terms & Conditions for full details.