Complaints Procedure
We take all complaints seriously and aim to resolve them quickly and fairly.
Our commitment
We aim to provide an excellent service on every job. If something went wrong, we want to know about it. A complaint gives us the chance to put things right and improve the service we offer to everyone.
How to make a complaint
You can raise a complaint by any of the following methods:
- Email: hello@locksmith1.co.uk — please include “Complaint” in the subject line and your job reference number if you have one.
- Phone: 0330 341 4041 — ask to speak to a manager.
- Post: Write to General Services Ltd — full address available on request.
Please include as much detail as possible: the date of the job, the engineer’s name or van number, and a description of what went wrong.
What happens next
Acknowledgement — within 2 working days
We will acknowledge your complaint in writing (email or letter) within 2 working days of receiving it. We will confirm who is handling your complaint and what happens next.
Investigation — within 14 days
We will fully investigate your complaint and aim to provide a written response within 14 calendar days. If we need more time, we will explain why and give you a revised timescale.
Resolution
Where we find our service fell short, we will offer a proportionate remedy — this may include a return visit, partial refund, or other appropriate redress. We’ll explain our decision clearly.
If you’re not satisfied
If you are not satisfied with our final response, you have the following options:
- Citizens Advice consumer service: 0808 223 1133 (freephone) or citizensadvice.org.uk
- Trading Standards: contact via Citizens Advice (above) who will pass your case to Trading Standards if appropriate.
- Online dispute resolution: The European Commission’s Online Dispute Resolution platform is available at ec.europa.eu/consumers/odr.
- Small Claims Court: For disputes involving a financial amount, you may be able to use the small claims procedure through HM Courts & Tribunals Service.
Record keeping
We keep a record of all complaints and use them to improve our services. All complaint records are handled in accordance with our Privacy Policy.