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Why we do it

We create great times with great LED Screens

We are lightmedia and we make an impact

Customer Charter

Lightmedia Displays Ltd was established in 1997 by Eddie Smith. Eddie purchased the first LED screen to be brought into the UK, after seeing a LED screen at the side of the road whilst holidaying in Florida. Eddie liked the concept of the screen which was used heavily for advertising. Eddie’s original idea was to use the screen in the UK for advertising and this naturally evolved to what the company has become today, providing LED screens to some of the most prestigious events throughout the UK and Europe.

The organisation’s knowledge and skills base has been built on the foundations of a wealth of experience throughout the events industry. Lightmedia Displays provides a high calibre team, all of whom are leaders in their chosen field.

Lightmedia Displays LTD is committed to developing an open, responsive and accountable relationship with all those who come into contact with the organisation.  This charter sets out the standards which customers are entitled to expect when working in partnership and dealing with us.  Our focus is to:-

• Build a mutually rewarding relationship with our customers ensuring long-term success
• Adopt a bespoke approach to satisfying each individual clients needs
• Achieve our commitment to quality of service competitive price and delivery of our service exceeding expectations
• Ensuring customer satisfaction in everything we undertake in a professional manner
• Offering clear concise advice to ensure that each client obtains the correct information bespoke to their project
• 24/7 contactability- in the events industry challenges, questions often come out of hours, with Lightmedia Displays there is always someone from our experienced team to help whatever the time of day or night
• Provide an account manager to advise on your event with the most cost effective solution
• Answer any questions or queries within 24 hours
• Respond to any complaints within 6 hours

Complaints handling procedure 

Whilst we aim to deliver excellent standards of service at all times to all of our customers. We also realise that there may be times when our customers could be dissatisfied when something has not gone as well as expected. We welcome this opportunity to be able to address this and investigate the matter further. Any comments or complaints about our practices and services provided and whether we are meeting the needs and requirements of customers to the satisfaction can be addressed to any of the directors using the following means :-
Edward Smith – Chairman, Mobile 07980 223056
eddie@lightmedia.co.uk

Sarah Elliott-Smith – Sales & Finance Director, Mobile 07971 040525
sarah@lightmedia.co.uk

We will acknowledge your complaint and investigate.  We aim to resolve all complaints to a satisfactory conclusion for both parties within 7 working days.  All complaints will be logged to help us improve our service in the future.
Code of conduct

Lightmedia Displays personnel will act in a courteous and responsive manner in all matters relating to customer issues. If an issue cannot be resolved by a member of our personnel then the matter will be passed onto and dealt with by the Sales Director or Managing Director dependent upon the nature of the issue and the availability of the directors.
Customer feedback

In order to measure our performance against our objectives and values, we often seek regular feedback from our customers. We will gather information and utilise the feedback to continually review and improve our level of customer satisfaction and the services we provide.

Responsiveness to customer contact

Written correspondence will be acknowledged within 24 hours of receipt and if a full reply cannot be given within that period, due to further information being required, a comprehensive response will be made within 14 days. E-mails and telephone messages will be acknowledged within 1 working day and if further information is required, a comprehensive response will be made within 10 days provided that full contact details are given as part of the message left.
Values

Clarity – offers a clear understanding of what our clients expect us to provide.

Responsive – “no wrong turn” if we can’t help you we will make it our responsibility to find someone who can.

Holistic – going beyond the remit if needed to ensure the project is completed to the best of our capabilities exceeding the client’s expectations.

Perspective – viewing the project through our client’s eyes and the experience they have with us.

Excellence – in the quality of service we provide from initial enquiry to the end of the event.

Partnership – working in a supportive manner with our clients, suppliers, associates, staff, peers and public to enhance the Lightmedia Displays experience to everyone working alongside our professional team on the event site.
Aims

To provide a professional and approachable service to all our customers who contact us with enquiries, views and complaints. We regard all our customers as valued clients.

Add value to our customers by promoting the service we offer and communicating our insight values.

Work with all our personnel to ensure that a high level of customer service is being offered and that our customer’s views are being reflected within the organisation.
To improve the awareness and understanding of our customers’ requirements and offer a service dedicated to customers satisfaction and the ability to provide solutions
to their needs.

INTERESTED IN HIRING A SCREEN? Request a quote here

If your event requires something a little different, Ask? We normally say YES

Now that the dust has settled a wee bit, I just wanted to send a note of thanks to you and your team. The feedback from the night has been excellent and the screens looked amazing. Thank you again.

Hull UK City of Culture 2017

Royal Ballet at Queens Gardens, Hull

Thank you again for all your help with Race The Plane. You are an uber professional outfit and an all round great guy. Thank so much.

Terminal 1, 2 & 4

Heathrow Airport

I wanted to write and say what an incredible job Lightmedia did helping us for Team Heathrow’s epic Race the Plane charity challenge we organised. Over 350 riders racing a plane on stationary bikes from LHR T2 to Toronto
(www.racetheplane.com).

A massive thank you again to your entire team for all their support and patience. Lightmedia were an integral partner to the success of the event and we look forward to hopefully working with you again.

Njinga Cycling Ltd

Race the Plane Charity Challenge

“LMD were very accommodating and willing at quite short notice to help support our biggest fundraising event.  and customer care is fantastic, Kim kept in touch with me regularly and answered any queries very efficiently.”

Charlotte

Sparkle Night Walk

“Eddie was a dream to work with and instilled a huge amount of confidence that everything would run well! We will definitely be in touch for future productions! Thank you all and also a thank you to Lewis who did a good job all week as we appreciate it is not the most exciting Technical job to babysit a screen outside all week. Great job to you all!”

Wimbledon Screening, Piccadilly London

“Kim was very helpful and enthusiastic when we booked. Also good to have a call from the Technical Manager to ascertain our exact needs. Staff on the day were helpful and competent. All in all, a very good experience”

Party in the Park

“Great service from first call until the end of the event. A great company to deal with!”

Bolton FM

Midnight Memories Walk

“This is the first time we have hosted an outdoor cinema in Morley and your service from our initial enquiry, to onsite visits and then actual event were fantastic! The quality of the technical equipment to the friendliness of the staff were outstanding. You were great at giving advice and ideas and nothing was too much trouble on the day, we very much look forward to working with you again”

Morley Town Council

Outdoor Cinema

Always a pleasure to deal with. Kim is polite and efficient, all engineers are professional and I have previously been very impressed with the technical standards of both Jamie and Ian. A credit to the company… and I look forward to many more hires in the future. Keep up the good work Eddie and Team”

 

Outdoor Cinema

Just wanted to drop you an email to you and your team to say a huge thank you for your help and hard work at The Color Run this weekend. The screen looked great at the event and thank you for helping us get the content out there so smoothly.

Speak again soon,

 

The Color Run