Complaints

Purpose
The purpose of this Complaint Policy is to ensure that all clients and staff are fully informed about how complaints are handled at B&B Locksmiths. It aims to reassure individuals that any concerns raised will be addressed appropriately, fairly, and in a timely manner.

We recognise that complaints can provide valuable feedback and present an opportunity to improve our services for both clients and staff.

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How to Make a Complaint

Complaints can be submitted in any of the following ways:

• In person

• By telephone: 07831 451352

• By email: bblocks@hotmail.co.uk

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Complaint Handling Procedure​

1. Acknowledgement
B&B Locksmiths will acknowledge receipt of the complaint within 2 working days.

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2. Initial Assessment
Depending on the nature of the complaint, B&B Locksmiths may:

Contact the complainant to discuss the issue in more detail before initiating an investigation, or

Proceed directly with an investigation to establish the facts.

 

3. Investigation & Response
B&B Locksmiths will aim to respond to the complainant with the outcome (e.g. complaint upheld or not upheld) within 5 working days.

If the matter requires additional time for a more thorough investigation, B&B Locksmiths will inform the complainant of the delay and provide an expected timeframe.

 

4. Resolution & Action
Upon conclusion of the investigation, B&B Locksmiths will take appropriate action based on the findings.

 

5. Documentation
All complaints, investigations, and outcomes will be recorded in B&B Locksmiths’ Complaints Log for accountability and future reference.