Complaints Policy

At LockRite, we prioritise customer satisfaction, with the aim to provide a quality service with a focus on customer care, professionalism, and excellence. We recognise that concerns may occasionally arise, and our structured complaints procedure ensures that each and every concern is addressed fairly, swiftly, and professionally.

Key Principles

Our complaints policy is based on three core principles:

• Responsiveness: Responses will be provided in a timely, sensitive and sympathetic manner.
• Service Improvement: Each complaint is an opportunity to learn from mistakes and to provide a better service to the future. We aim to re-engage with customers in a way that strengthens trust and confidence in our company.
• Effective Management: Complaints are handled objectively and with a problem-solving approach, to reach a fair resolution for all parties involved.

A Brief Summary Of Our Complaints Procedure

LockRite uses a Single Point of Contact (SPOC) approach to streamline and coordinate complaints. All complaints are logged in our system and reported to the appropriate management.

Our approach:

1. Receiving a Complaint
2. Assessment
3. Investigation
4. Resolution
5. Continuous Improvement

• Complaints Policy
• Download LockRite Locksmiths Complaints Policy (.pdf)

Making a Complaint

If you have a concern, please raise it with a LockRite staff member. For unresolved issues, submit a formal complaint in writing to:

The email address to send any complaints to is shown within our Complaints Policy PDF.

We will acknowledge receipt of a written complaint within 5 working days and aim to respond with detailed actions within 15 days of receiving it. After resolution, we review processes to improve future customer service.