If something has gone wrong, tell us. We treat every complaint as a chance to put things right and to improve how we work.
1. How to Raise a Complaint
Contact us by any of the following and mark your message “Complaint”:
- Email: info@nexorapen.co.uk
- Telephone or WhatsApp: 07377 889030
- Post: Nexorapen trading as (T/A) Superjabs Limited, 1 Faraday Road, Liverpool, L13 1EH, United Kingdom
Email gives us the clearest record and is usually the fastest route to a resolution.
2. What to Include
So we can investigate without going back and forth, please tell us:
- Your name and the email address used on the order
- Your order number, if the complaint relates to a purchase
- What happened, and when
- Photographs, where the complaint concerns damaged, incorrect or missing items
- What outcome you are looking for
3. How We Handle It
| Stage | What happens | Timescale |
|---|---|---|
| Acknowledgement | We confirm we have received your complaint and give you a reference | Within 2 working days |
| Investigation | We review the order, correspondence and any evidence supplied | Within 10 working days |
| Outcome | We write to you with our findings and any action we propose | Within 14 working days of acknowledgement |
If a complaint is complex and we need longer, we will tell you why and give a revised date. We will not let a complaint go unanswered.
4. If You Are Not Satisfied
If our response does not resolve the matter, reply to our outcome email and ask for the complaint to be reviewed. A second review will be carried out by someone who was not involved in the original decision, and we will respond within a further 14 working days.
5. External Options
Raising a complaint with us does not affect your legal rights. If you remain dissatisfied after our review, you may:
- Contact Citizens Advice for free consumer guidance on 0808 223 1133 or at citizensadvice.org.uk
- Report a trading concern to Trading Standards through Citizens Advice
- Raise a data protection concern with the Information Commissioner’s Office at ico.org.uk
- Pursue the matter through the courts of England and Wales
6. Records
We keep a record of complaints and their outcomes so we can identify recurring problems. Records are held in line with our Privacy Policy.
7. Contact
Nexorapen trading as (T/A) Superjabs Limited
1 Faraday Road, Liverpool, L13 1EH, United Kingdom
Email: info@nexorapen.co.uk
Telephone / WhatsApp: 07377 889030