We’ve refreshed the Nexus Group Customer Charter to make our service promises clearer for customers and for us.
The updated charter sets out simple standards — like acknowledging complaints within 2 business days and answering most calls within 60 seconds — that apply right across the group.
Thanks to everyone who shared feedback during the review. The new scripts and templates that support the charter are available on the Scripts & templates page. If you work with customers, please take a few minutes to read through the charter this week.