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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

Having the meeting with Ian before the event was very helpful -actually going through how things work is really useful – especially if people are non tech. Ian was great – very helpful – great to have him and team onboard at the event.

Thanks

Manchester Histories

Beth and Kim in the office were both very helpful and the team on site were great especially Ian who went out of his way to get things right for the show. A pleasure to work with.

Fiona

Peterloo Memorial – 200 years Commemoration

Pleasure working with you, and very happy with my choice switching from my previous supplier to LMD. Excellent Service on all 4 events

 

Yorkshire Wildlife Park – Safari Nights

We would like to say a huge THANK YOU. Not only did you save us from having to cancel an event that was planned months in advance but also you restored our faith in the community spirit. We were let down by a similar company, a day prior to the planned event with no warning or communication.

What a result, the event was such a success thanks to your kindness and we received amazing reviews.

St Robert’s Helping Hands

 

Outdoor Cinema Event – Harrogate

Excellent service & we highly recommend Lightmedia 🙂

Brighton Speed Trials

We would definitely look at working with you again at the event next year. The competitors loved seeing their times on the screen, this worked really well!
Nicole

Glasgow Charity Marathon – Scoreboard

The staff members on site were friendly and helpful

Farnborough

We will be using you for next year at our event

Outdoor Music Festival – Manchester

Excellent service and flexibility with date change.

Family Film Night

Excellent Screens & Service – the LMD crew turn up and have a chat and then they get on with the job in hand and nothing is a problem to them
North Tyneside Council

Mouth of the Tyne Festival

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