Complaints Policy

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Complaints Policy

Your Satisfaction Matters

At our business, we are committed to delivering the highest standard of service and workmanship at all times. However, we understand that on rare occasions a customer may feel dissatisfied with part of our service.

To help us resolve any issues quickly and efficiently, we kindly ask customers to inspect all completed work as soon as possible after completion. This ensures everything has been carried out in accordance with the agreed contract terms and the high standards we aim to maintain.

If you have any concerns, please contact us immediately by phone, email, or in writing. If contacting us by post, we recommend obtaining proof of postage for your records.

Step 01- Contact Us

Once we receive your complaint, we aim to respond within 5 working days.

Step 02- Inspection & Resolution

Where necessary, we will arrange a convenient date to inspect the issue and, where appropriate, carry out remedial work. We aim to resolve complaints within 28 days of receipt.

Step 3 – Further Resolution

In the unlikely event that we are unable to resolve your complaint through our internal complaints procedure, it may become necessary to use an independent dispute resolution service.

If both parties agree that a resolution cannot be reached and a “deadlock” situation has occurred, you may escalate your complaint further.

Alternative Dispute Resolution (ADR)

As part of the Which? Trusted Traders Endorsement, we have access to an independent Alternative Dispute Resolution (ADR) service for domestic installation, service, repair, and maintenance contracts.

If eligible, you may refer your complaint to:

Which? Trusted Traders

Telephone: 02922 670 040

Their team will explain whether your complaint qualifies for the Alternative Dispute Resolution service and guide you through the next steps.

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