Introduction

SEGRO acknowledges that there may be occasions when circumstances result in the company not providing the standard of service that is promised and expected.

The following procedure sets out the way that these situations can be addressed to ensure that levels of satisfaction with our service can be maintained.

Helping us put things right:

SEGRO is committed to delivering a high quality service.

We aim to be polite, prompt, courteous, helpful, transparent and informative in all our dealings with our customers.

Drawing our attention to those occasions when our service falls below the standards we set ourselves provides us with an opportunity to put things right and to learn from our mistakes.

Resolving any issues is a key part of our approach to providing excellent customer service.

SEGRO promise

If SEGRO's service falls below our high standards, we will:

  • Ensure that making a complaint is as easy as possible.
  • Treat the matter seriously and objectively.
  • Deal with it promptly and politely.

If we have underperformed, we will explain how things went wrong, how we will address the problem and how our performance will improve in the future.

The Procedure

Please raise any concerns or issues with your normal SEGRO contact. If you feel the matter has not been dealt with satisfactorily, then please use the formal complaints procedure as follows.

Making a formal complaint- Stage One

To raise your complaint, please click here and give us your contact details and the nature of your complaint.

On receipt of your complaint our Regional Director will target:

  • To acknowledge receipt within 2 working days
  • To provide you with a detailed written reply no longer than 10 working days from the date of receipt

If it is not possible to give you a full reply within this time, you will be given an interim response outlining the progress of your complaint and when you can expect a fully reply.

Stage Two – Appeal

If you feel our response under Stage One is unsatisfactory, you can refer it to the relevant Business Unit Director. To do so, please click here.

He or she will review the matter with the team involved and ask the Regional Director responsible to review what considerations have already been given to the matter.

On receipt of your complaint our Business Unit Director will target:

  • To acknowledge receipt within 2 working days
  • To provide you with a detailed written reply no longer than 10 working days from the date of receipt

If it is not possible to give you a full reply within this time, you will be given an interim response outlining the progress of your complaint and when you can expect a fully reply.

To make a formal Stage Two Appeal, please click here.