Concerns & Resolution Pathway | Nex Solutions

Concerns & Resolution Pathway

We try to put things right quickly and fairly. This page explains how to share a concern, what we do next, typical timelines, and the routes available if you still disagree with the outcome.

Last updated: 27 August 2025

How to share a concern

Contact us first — most matters are resolved within a brief exchange.

To help us respond promptly, please include:

  • Your name and the email you used to reach us or to obtain any learning material (if relevant).
  • A reference number or order reference (if any) and the plan/product name.
  • What happened, what you expected, and the outcome you’re seeking.
  • Useful context such as screenshots and dates/times.

We provide educational, brand-neutral guidance only — no repairs and no remote access. If a hardware limitation or third-party rule applies, we’ll explain the boundary and practical next steps.

Our response steps

  • Acknowledge within 2 business days.
  • Review notes, timelines and relevant communications for a fair picture.
  • Reply with a proposal within 10 business days. If more time is needed for a thorough check, we will keep you updated.
  • Remedy where appropriate — clearer guidance, additional written material, an educational call, or a refund where suitable and in line with our published Refund & Cancellation Policy.

If you’re still unhappy

Reply to request a second review. A senior reviewer will take a fresh look and provide a final decision, usually within 5 business days.

Other options available to you

  • Alternative Dispute Resolution (ADR): Where suitable, we’re willing to engage with a UK ADR provider. Details can be shared on request.
  • Small claims track: You may pursue a claim in the courts of England and Wales, subject to our Terms & Conditions.

Questions about personal data can also be raised with the UK Information Commissioner’s Office (ICO). We encourage contacting us first so we can try to resolve matters quickly.

Our promises to you

  • Plain-English explanations, including any limits to what guidance can achieve.
  • Proportionate remedies based on what was delivered and what went wrong.
  • No disadvantage for raising a concern in good faith.

Information that speeds up resolution

Sharing the following often shortens the investigation:

  • Dates/times of messages or calls.
  • Device model, operating system and connection method (Wi-Fi/USB/Ethernet).
  • What you saw at each step and any on-screen message text.

Accessible formats

If you need this process in a different format, tell us the format you prefer. We can provide large print, a brief summary, or arrange an educational call to take details verbally.

Contact

  • Email: info@nexsolutionsservices.com
  • UK information line (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 line is for educational queries only and is not a registered office address.

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