1. Our Commitment
Core Locksmith is a matching and referral service that connects you with an independent local locksmith. We take all complaints seriously. Because the work itself is carried out by an independent locksmith, where you send your complaint depends on what it is about — the two sections below explain this.
2. Complaints About the Work Carried Out
If your complaint is about the locksmith work itself — for example the workmanship, the price charged, the parts supplied, or the conduct of the locksmith on-site — please raise it with the attending locksmith first. They carried out the work, agreed the price with you, and are responsible for putting it right.
If you are unable to reach the locksmith, or you are not satisfied with how they handle your complaint, please contact us. While Core Locksmith is not a party to the agreement between you and the locksmith, we will do what we reasonably can to help put you back in touch with them and reach a resolution.
3. Complaints About Our Matching Service
If your complaint is about our matching service itself — for example how we connected you with a locksmith, or how we handled your enquiry — please contact us directly by phone or email:
Phone: 0115 772 0605
Email: [email protected]
To help us deal with your complaint quickly, please include:
- Your name and contact details
- The date of your enquiry or the job
- A clear description of the issue and what you would like us to do to put it right
4. What Happens Next
For complaints about our matching service, we will acknowledge your complaint within 2 business days of receiving it.
We will then investigate and aim to provide a full response within 10 business days. If we need more time — for example, if we need to speak to the attending locksmith — we will let you know and keep you updated on progress.
5. If You Are Not Satisfied
If we are unable to resolve your complaint to your satisfaction, please let us know and we will review it again to make sure nothing has been missed.
You may also have rights under UK consumer law to pursue the matter further, including seeking independent advice. Complaints about the work or the goods are against the locksmith who carried out the work. Where a relevant trade body or alternative dispute resolution (ADR) route is available, we will provide those details on request.
6. Contact Details
Core Locksmith
Phone: 0115 772 0605
Email: [email protected]