Product evidence for a firm’s own review
We read dated supplier material and identify the product each claim covers. We separate those claims from our advice and questions. Information supplied directly by Nexus is labelled as such. We have not tested the products, and a feature description does not establish how your service will work.
Our order favours firms that want help building and launching a service. It is an editorial choice, not a regulatory clearance or test score. A required control or a specialist job can make another supplier the better choice.
Evidence types
- Public documents
- Material that readers can open is cited with the date it was checked.
- Company statements
- Information supplied by a company is attributed and is not treated as public verification.
- Recorded observations
- Observations are included only when a dated record shows what was checked.
What this method does not cover
- Interpreting FCA rules or deciding whether a particular service meets Consumer Duty.
- Approving automated financial advice, eligibility decisions or customer redress.
- Penetration testing, measured implementation results or a benchmark of customer outcomes.
What we look at
Customer resolution
What should the customer be able to do, and how will you spot a wrong or unfinished result?
Evidence requested: Agree a customer example, what falls outside it and what counts as finished. Include difficult cases and compare with the service you run today.
When staff step in
Which decisions wait for a person, and what happens if nobody is available?
Evidence requested: Ask to see what the reviewer receives. Try approval, rejection and no reply, then check that a refused action has changed nothing.
The case record
Can you follow the source information, proposed answer, staff decision and final result for the same request?
Evidence requested: Request a case export with personal details removed. Look for source and policy versions, action references, the approver, the final result and any missing events.
Access to customer data
Which account does the agent use, and what may it read or change for this customer?
Evidence requested: List the account behind each connection and its permissions. Try a restricted user, a refused action and a task after access has been removed.
Who runs the service
Who builds it, approves launch, handles difficult cases and makes changes later?
Evidence requested: Name the customer and supplier responsibilities. Include launch checks, support cover, changes, training, handover and what happens when the contract ends.
Revision log
Added customer-outcome criteria, supplier-specific evidence questions and guides on scoping a service, requesting evidence and supervising customer-facing agents.
Editorial scope, Comparison criteria, Recommendations, Provider reviews, Buying guidesPlaced evidence before recommendations and added a diagram following a customer need through review, action and the outcome record.
Page designRewrote the reviews and guides around everyday customer-service situations, with shorter headlines and clearer questions. Kept the sources and product limits, and separated advice from the Nexus KPI claim.
Editorial scope, Page design, Comparison criteria, Recommendations, Provider reviews, Buying guides, Sources and correctionsCorrections
Send the page address, the statement you question and supporting material through the contact route. Corrections should say what changed, where and when. We assess supplier updates against the product concerned, the source date and the evidence supplied.
Please include: Publication name, Page URL, Statement to review, Supporting source, Date checked.
Request a correctioncontact@gpt.nexus