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Home > ADVICE AND TIPS (FAQS) > Complaints about a locksmith – Here’s what to do
Do you think a locksmith has overcharged you? Have they done work you are unhappy with? Do you feel ripped off?
If you’ve recently had work conducted by a locksmith that you’re not satisfied with and you wish to complain, here’s what to do.
Think You’ve Been Overcharged? Check against our locksmith price list with estimated costs of different locksmith jobs in the UK.
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This first thing you should know is that there is no government regulation in the locksmithing industry.
What does this mean for locksmith pricing?
No regulation means there are no standard price rates that locksmiths must charge.
The MLA has no control over locksmiths that are not MLA Approved & with no government regulation for locksmiths, complaints about non-members are more challenging.
First, we need to know if the locksmith is approved by the Master Locksmiths Association, read about MLA Approval here.
>> Check locksmith is MLA Approved here.
If the locksmith is not an MLA approved locksmith, two courses of action we recommend taking:
If you cannot resolve the issue with the locksmith or your complaint is being ignored you may need to escalate your complaint to Trading Standards.
>> Contact Your Local Trading Standards here
Once you’ve made reasonable attempts to remedy the issue and the locksmith fails to comply, you can your local CAB for free legal advice.
>> Contact Citizens Advice Bureau (CAB) here
For advice on getting a refund if you have been overcharged by a locksmith you can file in our complaint form, we can send you tips on what to do next.
>> Complete our Complaint Form
>> Advice on refunds from Moneysavingexpert.com
✔ Check a Locksmith is MLA Approved
Find a MLA Approved Locksmith here
Is the locksmith you wish to complain about a member of the Master Locksmiths Association?
If so, in the rare event that one of our vetted and inspected members carry out inadequate work, you can submit a complaint, in writing, to the MLA so we can investigate the complaint.
We ask that before making any complaint, you have made reasonable attempts to mediate with the locksmith in question initially.
The most popular complaints in the industry are usually some of the below:
Overcharging and locksmith prices is usually the number one complaint we hear about, such as the locksmith quoted a price for a job beforehand and then quoted me significantly more once the job was completed.
Rogue locksmiths usually avoid disclosing the final price before the job has been done and don’t explain what the costs the quote actually cover.
Other times the quote will be much cheaper than the price on the final invoice leaving you with a larger bill than expected.
Always question what the price quoted covers, and what extras could be involved in the job.
Locksmith Price Checklist
Questions to ask the locksmith
Read our checklist here
A word of caution though; just because a locksmith has done a job for you quickly, it doesn’t mean that it’s worth less than quoted.
If a locksmith quotes you £80 to gain entry and they do so in a matter of a couple of minutes, you’re not paying for that couple of minutes.
You are paying for the years a locksmith has spent training, buying specialist tools and equipment, the vehicle to get to you, the insurances etc.
So if you’ve agreed a rate beforehand, just because they’ve done their job quicker than you’d thought, it’s no reason to then question the amount charged.
Below are examples of invoices of rogue locksmiths overcharging customers:
A clear example of overcharging a customer can be seen below, who was charged over £700 for a locksmith to:
Example of a rogue locksmith charging over £700 for a job
A customer charged £750 by a rogue locksmith
A customer was charged over £3000 by a rogue locksmith
Another complaint is the damage a locksmith has done to either a lock or door.
Has the locksmith maybe drilled the lock? or maybe you are no longer able to shut your door properly?
Please note that despite Non-Destructive Entry being the first thing that a locksmith should attempt, there may be instances when locks need to be drilled.
The lock may be drilled if the lock is malfunctioning– however, when a lock is drilled the damage should be minimal and repaired by the locksmith.
Significant damage done to a wooden door lock
See our locksmith hall of shame for more examples of rogue locksmiths damaging locks.
Another common reason for complaints is the locksmith didn’t provide a receipt for the job, despite numerous requests.
Read our locksmith price checklist and make you have it handy when hiring a locksmith in the future.
Alternatively, using an MLA approved locksmith means your locksmith is vetted, inspected and is qualified.
Ourselves at Master Locksmiths Association HQ will investigate any pricing complaints we receive about our approved company locksmiths.
The best advice we can give about being overcharged is making you use a locksmith approved by the Master Locksmiths Association.
For complaints, we advise to contact your local trading standards office AND local Citizens Advice Bureau for advice.
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