Complaints Policy

Purpose

This Complaints Policy explains how complaints are handled by B&B Locksmiths. We aim to ensure that all customers understand how concerns can be raised, reviewed and resolved fairly.

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We take complaints seriously and aim to deal with them appropriately, fairly and promptly. Complaints also provide valuable feedback and help us improve our locksmith services across Oxford, Oxfordshire and the surrounding areas.

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Making a complaint is free of charge and does not affect your statutory rights.

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How to Make a Complaint

Complaints can be made using any of the following methods:

• In person

• By telephone: 07831 451352

• By email: bblocks@hotmail.co.uk

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To help us investigate your complaint, please provide:

• Your name and contact details

• The date and address of the work

• Any invoice or job-reference number

• A clear description of the issue

• Any relevant photographs or documents

• The outcome you are seeking

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Complaint-Handling Procedure

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1. Acknowledgement

We will acknowledge receipt of your complaint within two working days. 

If we are able to resolve the matter within that period, our acknowledgement may be included in our substantive response.

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2. Initial Assessment

We will review the information provided and decide how the complaint should be investigated.

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Depending on the nature of the complaint, we may:

• Contact you to request further information or discuss the matter in more detail;

• Arrange to inspect the relevant work, lock, door, or other item;

• Review photographs, invoices, correspondence, job records, and other relevant evidence;

• Speak to the locksmith, supplier, manufacturer, or another relevant person; or

• Proceed directly with an investigation based on the information already available.

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We may be unable to investigate the complaint fully if we are not given reasonable access to inspect the work or sufficient information to identify the relevant job.

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3. Investigation and Response

We will investigate the complaint fairly and objectively, taking account of the information provided by you and any other relevant evidence.

 

We aim to complete our investigation and provide a final response within 10 working days of receiving the complaint.

 

Some complaints may take longer, particularly where an inspection, specialist advice, information from a third party, or further evidence is required. If we cannot provide a final response within 10 working days, we will explain the reason for the delay and provide an updated expected response date.

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4. Response and Proposed Resolution​

Once our investigation is complete, we will provide a response explaining:

• The issues we considered;

• Our findings;

• Whether the complaint has been upheld, partially upheld, or not upheld; and

• Any action we propose to take.

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Where appropriate, the proposed resolution may include:

• An explanation

• An apology

• Remedial or corrective work

• Repair or replacement

• A price reduction

• A full or partial refund

• Another suitable remedy

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The appropriate remedy will depend on the circumstances, the available evidence, the nature of the issue, and any applicable statutory rights.

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5. Resolution and Follow-Up

Where action has been agreed, we will take reasonable steps to complete it within the timescale confirmed to you.

We may ask you to confirm whether the agreed action has resolved the complaint.

Accepting a proposed resolution does not remove any statutory rights that cannot legally be restricted or excluded.

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6. Complaint Records and Personal Information

Complaints, relevant evidence, correspondence, and outcomes will be recorded securely.

Records will be retained only for as long as reasonably necessary for complaint handling, legal, regulatory, insurance, and legitimate business record-keeping purposes.

Personal information will be processed in accordance with our Privacy Policy and applicable UK data protection law.

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Related Policies

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Please also read our Terms & Conditions and Privacy Policy, which explain how our services are provided and how personal information is handled.