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Complaints Policy

This Complaints Policy explains how complaints about our services, workmanship, conduct, communication and charges 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 fairly, objectively and promptly. Complaints also provide valuable feedback and help us improve our locksmith services throughout Oxford, Oxfordshire and the surrounding areas.

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

 

For the purposes of this policy, a complaint is an expression of dissatisfaction about our services, actions, conduct or failure to act that requires a response.

 

A first request for us to correct or complete work may initially be treated as a service request. If you are dissatisfied with how that request is handled, it will be treated as a complaint under this policy.

 

This policy may also be used by someone acting on your behalf, provided that we have your permission to discuss the complaint with that person. We may ask for reasonable evidence of that permission.

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How to Make a Complaint

Complaints can be made using any of the following methods:

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You do not have to describe your concern formally as a “complaint” for us to consider it under this policy.

 

If you need assistance making a complaint or require a reasonable adjustment, please tell us and we will take reasonable steps to help. This may include communicating through a representative or providing information in an accessible format.

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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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Please provide only information that is relevant to the complaint.

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Please raise your complaint as soon as reasonably possible. Prompt notification may make it easier for us to inspect the work, establish what happened and preserve relevant evidence. A delay in making a complaint does not affect any statutory rights you may have.

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Complaint-Handling Procedure

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1. Acknowledgement

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

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

 

Our acknowledgement will normally confirm our understanding of the complaint, explain the next steps and provide an expected response date.

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2. Initial Assessment

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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

  • Proceed with an investigation based on the information already available

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Where appropriate, we may seek to resolve a straightforward matter informally without carrying out a full investigation. We will not treat an informal discussion as resolving the complaint unless the proposed outcome has been clearly communicated to you.

 

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

 

If an inspection is reasonably required, we will seek to arrange it at a mutually convenient time. Refusing reasonable access may limit our ability to investigate or offer an appropriate remedy, but it does not automatically determine the outcome of the complaint.

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3. Investigation and Response

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

 

Where reasonably practicable, the complaint will be reviewed by someone who was not directly responsible for the matter complained about. Where this is not practicable because of the size of the business, we will nevertheless consider the evidence objectively and address each material issue raised.

 

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 another person 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.

 

We will keep you reasonably informed if that expected response date changes again.

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4. Response and Proposed Resolution​

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

  • The issues we considered

  • Our findings

  • Whether the complaint has been upheld in full, upheld in part or not upheld

  • The reasons for our decision

  • Any action we propose to take

  • Any action that has already been taken

  • How to request a further review if you remain dissatisfied

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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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Any remedy offered under this policy is subject to your statutory rights. The policy does not replace or restrict any legal remedy to which you may be entitled.

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5. Resolution and Follow-Up

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

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

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

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If circumstances outside our reasonable control prevent us from completing an agreed action within the stated timescale, we will explain the delay and provide a revised expected completion date.

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6. Further Review and External Assistance

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If you are dissatisfied with our final response, please contact us and explain why you believe the matter remains unresolved. You should normally request a further review within 14 days of receiving our response, although we may consider a later request where there is a reasonable explanation for the delay. This time limit does not restrict your statutory rights.

We will consider any relevant new information you provide.

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The further review will consider:

  • Whether all material issues were addressed

  • Whether the available evidence was considered fairly

  • Whether the decision and proposed remedy were reasonable

  • Whether any relevant new information affects the outcome

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We aim to acknowledge a request for further review within two working days and provide our further review response within 10 working days. If more time is reasonably required, we will explain why and provide an updated expected response date.

 

The further review response will normally be our final internal response.

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7. External Assistance and Alternative Dispute Resolution

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If the complaint remains unresolved after our internal procedure has been completed, you may seek independent advice or consider an appropriate form of alternative dispute resolution (“ADR”). ADR may include mediation, conciliation or arbitration and can provide a way of resolving a dispute without court proceedings.

 

For consumer complaints, where we are required by law, contract or membership rules to participate in a particular ADR or other dispute-resolution arrangement, our final response will provide information about the relevant arrangement and explain how the matter may be referred to it. The current consumer ADR framework under the Digital Markets, Competition and Consumers Act 2024 has been in force since 6 April 2026.

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Where we are not required to participate in ADR, we will state whether we are nevertheless willing to use an appropriate accredited ADR provider in relation to the particular complaint. We will not state or imply that we participate in an ADR scheme unless that is accurate.

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Consumers may also contact the Citizens Advice consumer service for independent information about their consumer rights and the options available to them.

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Citizens Advice can provide practical and impartial advice and may pass relevant information to Trading Standards. It cannot make a complaint for you or take legal action on your behalf.

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Nothing in this policy prevents you from seeking independent legal advice or pursuing another remedy available to you.

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8. Conduct During the Complaints Process

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We will treat complainants with courtesy and respect and expect the same treatment for our staff and anyone assisting with an investigation.

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We may take reasonable steps to manage contact that is abusive, threatening, discriminatory, excessively repetitive or otherwise prevents the complaint from being handled effectively. Such steps may include limiting communications to a particular method or contact person.

 

We will not restrict contact merely because a complaint is persistent, strongly expressed or critical. Any restriction will be proportionate, explained to you where reasonably possible and will not prevent us from considering relevant new information or affect your statutory rights.

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9. Complaint Records and Personal Information

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

 

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

 

When the information is no longer required, it will be securely deleted, destroyed or anonymised.

 

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

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Complaints specifically concerning the collection, use, storage, sharing or protection of personal data will also be handled in accordance with the data-protection complaints procedure set out in our Privacy Policy.

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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.

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