Customer Service Charter

How We Treat Our Customers

This charter outlines what you can expect from us whenever you get in touch.

We answer quickly

We aim to reply to every email within one business day (Monday to Friday). If you message us over the weekend, you'll hear back by Monday.

Calls are answered during our hours (9:00 AM - 6:00 PM GMT, Mon–Fri). If we're helping someone else, leave a message and we'll call back the same day if we can, or first thing the next day.

We're honest and clear

We don't use jargon or hide things in the small print. We explain things in plain English. If we've made a mistake, we own it and fix it.

We're polite and professional

You'll always be treated with respect. Even if there's a problem, we keep it professional and focus on solving it.

We resolve problems properly

When something goes wrong, we don't fob you off. We investigate, we listen, and we sort it out properly.

How we handle complaints:

1. You tell us what's wrong
2. We acknowledge it within one business day
3. We investigate and find a fair solution
4. We tell you what we've done and why

Most complaints are resolved within 5 business days. If it's more complicated, we'll keep you updated.

If you're still not happy

If we haven't resolved it to your satisfaction, you can escalate. We'll have a senior member of the team review it and respond within 3 business days.

You also have rights as a consumer under UK law, including the Consumer Rights Act 2015.

We respect your time

We don't make you jump through hoops or transfer between departments. We sort problems directly and efficiently.

Response times at a glance

• Email first response: within 1 business day
• Complaint acknowledgement: within 1 business day
• Standard complaint resolution: within 5 business days
• Escalated complaint review: within 3 business days

Our commitment

We want every Gexo customer to feel looked after. Before, during, and after your purchase. If we get something wrong, we'll put it right.

That's our promise.