Code of Practice on Complaint Handling and Dispute Resolution

Nexus IP is an independent company which delivers communications services to business customers.  While we may not provide all the component parts of our services ourselves, we do take responsibility for the services delivered to you.  So we will liaise with our suppliers to ensure that any problems with their services are resolved promptly.

We make every effort to ensure that our customers are happy with the level of service, and the products and service they receive from us.  However, despite our best efforts, things can go wrong.  We take customer complaints very seriously and aim to resolve them quickly and efficiently.  If you have a complaint about any part of our service, please contact our Customer Service Team using one of the following:

  • By email:
  • By letter: Nexus IP Ltd, 278 Chase Road, London, N14 6HA, United Kingdom

If you phone, our advisors will ask you about your complaint and seek to resolve the problem while you are on the line.  During any discussions we will protect the privacy of the information that we hold on you.  To do this we may have to ask questions to confirm that we are speaking to the right person.  If you make your complaint by email or in writing, we will acknowledge receipt, advise how and when we will next respond and provide you with a contact point for checking progress on the resolution of your complaint.  We will try to resolve your complaint quickly and efficiently, and to keep you informed at all times.  We normally aim to resolve complaints within 10 working days but, depending on the nature of the complaint, this is not always possible.  However, if after an 8 week period, you are still unhappy with the progress of your complaint, please escalate to our communication ombudsman on 0330 440 1614 – and ‘raise a dispute’.