Complaints Policy

How to complain

Contact us through your tracking page, by email at help@prioritylocksmiths.co.uk, or by phone. Tell us your request reference and what went wrong.

What happens next

1. Acknowledgement — we acknowledge your complaint within 1 working day and give you a reference.
2. Investigation — we review the request history and contact the locksmith partner where relevant.
3. Response — we aim to respond fully within 5 working days. Complex cases may take longer; we will keep you updated.

Outcomes

Depending on the findings, outcomes can include an explanation, an apology, corrective work arranged with the partner, action against the partner's account, or escalation guidance. The contract for the work itself is between you and the locksmith, so claims about workmanship may also be pursued directly with them — we will help with the partner's details and records.

If you are still unhappy

You may have rights under consumer law and can seek advice from Citizens Advice. Data protection concerns can be raised with the ICO.