Complaints Policy

Effective Date: 11-Mar-2024
Last Updated: 11-Mar-2024

Complaints Policy

Owen the Locksmith Limited always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.

To ensure Owen the Locksmith Limited can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards Owen the Locksmith Limited aims to achieve. Please contact Owen the Locksmith Limited straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.

Complaints Procedure

On receipt of your complaint the business aims to respond within 10 working days. The business will arrange a convenient date to come and view and/or remedy the situation within 20 working
days.

In the unlikely event Owen the Locksmith Limited is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.

Owen the Locksmith Limited has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.