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Privacy Policy Centre

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These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site.
All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance.

Privacy and cookies

Customer care policy

Customer care policy

At SEGRO we aim to be the best owner, manager and developer of industrial property in Europe, creating good business relations with our customers and recognising the mutual benefits that can flow through partnership.

We seek to do this through:

1. Value

  • Adding value to our customers businesses by providing well-located, sustainable buildings and levels of customer service that help support operational and cost efficiencies for our customers.
  • Seeking ways to drive down the cost of operating our estates whilst maintaining service standards
  • Demonstrating transparency and value for money in all our dealings.

2. Flexibility

  • Offering choice in the way customers can occupy our buildings through a range of lease packages
  • Seeking to provide business premises that meet the changing needs of our customers
  • Taking a commercial and pragmatic approach to customer requirements and requests

3. Communication

  • Making it easy for our customers to contact us by providing every customer with up-to-date contact details of the relevant SEGRO team
  • Meeting regularly with customers and providing a range of communication channels to inform them of estate news and useful information
  • Measuring our performance through regular customer surveys and interviews

4. Responsiveness

  • Responding promptly to all forms of contact from our customers.
  • Providing general day-to-day property information upon request and without charge
  • Seeking quick and innovative solutions to property issues through an experienced and expert customer-facing team

5. Sustainability

  • Acting responsibly and ethically in every aspect of our business
  • Maintaining a safe, secure and clean environment for our customers and their visitors.
  • Promoting sustainability initiatives that improve the environmental performance of our estates and the green credentials of our customers.

 

Complaints procedure

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 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 Managing Director. To do so, please click here.

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

On receipt of your complaint our Managing 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.

Code of conduct

In the UK, SEGRO supports the Code of Practice for Commercial Leases.

SEGRO will abide by the Leasing Business Premises landlord code of conduct and clarify to the customer if and why any lease code requirements cannot be fulfilled. SEGRO will also provide a written complaints procedure and a contact who will handle any complaints.