1. Our commitment
Nexsys Tech Limited is committed to providing a high standard of service. If something has gone wrong, we want to hear about it, put it right, and learn from it.
2. How to complain
Please raise complaints in writing so we have a clear record. Email us at nexsys.te@gmail.com and include:
- Your name and organisation.
- The project reference or the service concerned.
- A clear description of the issue and any relevant dates.
- What you would like us to do to put things right.
3. Response times
- Acknowledgement: within 3 business days of receipt.
- Full response: within 10 business days where possible. If more time is required, we will explain why and give a revised timeframe.
4. Investigation
We will investigate impartially, review the relevant records, and consult the people involved. We may ask for additional information from you during the investigation.
5. Resolution
Our written response will explain our findings, any action we propose to take, and any remedy offered (such as corrective work or a proportionate credit note).
6. Escalation
If you are not satisfied with our response, please tell us within 14 days and explain why. Your complaint will be reviewed by a senior member of the team who has not been involved previously. We will issue a final response within 20 business days of receiving the escalation.
7. Final response
Our final response marks the end of our internal complaints process. If your complaint concerns handling of your personal data, you may refer the matter to the UK Information Commissioner's Office (ICO) — see our Privacy Policy. For other disputes, our Terms & Conditions set out the applicable law and jurisdiction.
8. Record keeping
We keep records of complaints for 3 years to help us monitor service quality and identify improvements.