Customer Service
Customer Charter
Our promise to every customer of Nexus Group — and the standards we hold ourselves to.
Our promises to you
Be respectful and helpful
We treat every customer with courtesy and genuine care, and we listen properly before we act.
Be responsive
We answer most calls within 60 seconds and reply to emails within 1 business day.
Communicate clearly
We explain things in plain language, keep you informed, and do what we say we will.
Put things right
We acknowledge complaints within 2 business days and work to resolve them fairly and quickly.
Protect your information
We handle your personal information securely and only use it for the right reasons.
Learn and improve
We use your feedback to keep making our products and service better.
Our service standards
| What we measure | Our target |
|---|---|
| Phone — answer time | Within 60 seconds (most calls) |
| Email — first reply | Within 1 business day |
| Complaint — acknowledgement | Within 2 business days |
| Complaint — resolution | Within 10 business days (or kept informed) |
| Online order — dispatch | Within 1–2 business days |
Didn’t get the service you expected? Please tell us through
customer feedback
or read our complaint-handling process.
We take every piece of feedback seriously.