Book Appointment Now

(020) 7096 9982 24/7 Emergency Phone

Complaints Policy

At London Locksmith, we are committed to delivering high-quality services and ensuring customer satisfaction. We understand that, on occasion, you may feel we have fallen short of these standards. In such cases, we value your feedback and aim to resolve any issues promptly and fairly.

How to Raise a Complaint

If you have a complaint, please follow the steps below:

  1. Contact Us Directly: You can reach us by phone or email to discuss your concerns. Our contact details are:
  2. Provide Full Details: When raising a complaint, please include the following information:
    • Your name and contact details
    • The date and location of the service provided
    • A detailed description of the issue
    • Any supporting evidence (e.g., receipts, photographs, or correspondence)
  3. Initial Review: Our team will acknowledge your complaint within 48 hours of receipt. We may contact you for further details if necessary to fully understand the issue.

Resolution Process

Once we have all the necessary information, we will:

  • Investigate Thoroughly: Review all details related to the complaint, including service records and staff input.
  • Provide a Response: Deliver a clear explanation of findings and offer a resolution within 10 working days. If further investigation is required, we will inform you of any delay and provide an updated timeline.
  • Follow Up: If you are satisfied with the proposed resolution, we will implement it promptly. If not, we will work with you to find an alternative solution.

Escalation

If you remain unsatisfied with our response, you may escalate your complaint to our management team. Please address your concerns to:

We will reassess the matter and provide a final decision within 5 working days of escalation.

Commitment to Improvement

Your feedback helps us improve our services. All complaints are reviewed periodically to identify trends and implement necessary changes to avoid future issues.

Thank you for helping us maintain the high standards we strive to deliver. We appreciate your patience and trust as we address your concerns.