Cancellation and Complaints

This page sets out what you agreed to when you booked, when a booking can be cancelled, what our guarantee covers, and how to raise a complaint if something is not right. It applies to every job booked with Locksmith Cheap UK, day or night.

1. What Is Agreed Before Any Work Starts

Nothing begins until a price is agreed. You are given a price on the phone based on what you describe, and the locksmith confirms that price with you on site once they have seen the job. If the job turns out to be different from what was described, the difference is explained and a revised price agreed with you before any work continues. No work is carried out on an unagreed price, and nothing is added to the figure afterwards.

We also ask you to confirm two things before the locksmith starts: that you want the work to begin straight away rather than waiting, and that you understand what that means for cancellation, as set out below. That confirmation is recorded in writing on your job sheet or by text or email, so both sides have the same record of what was agreed and when.

2. Emergency Call-Outs You Asked Us to Attend

Most of our work is an emergency you called us out for: a lock that has failed, a key snapped in the barrel, a door that will no longer secure. Where you have specifically asked us to visit to carry out urgent repairs or maintenance, the cancellation provisions of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 do not apply to that work. There is no 14-day cancellation period on an urgent call-out you requested, and none on the replacement parts needed to complete it.

This is not a term we have written into our contract - it is how those regulations treat urgent work requested by the customer. It reflects something obvious about the job: a locksmith attends within the half hour, at whatever time you called, and once the door is open or the lock is replaced the service has been delivered in full. It cannot be handed back.

3. Planned Work, and Anything Extra on the Day

Two situations do carry a 14-day right to cancel, and we would rather set them out plainly than have them come as a surprise.

The first is work arranged in advance rather than as an emergency - a booked lock upgrade, for example. The second is any additional work we offer while we are with you, beyond the urgent job you called about. If our locksmith attends to a failed front door lock and, while there, suggests changing a back door cylinder as well, that extra work is not part of the urgent visit you requested and keeps its own cancellation right.

In both cases, if you ask us to start straight away, we ask you to confirm before we begin that you want us to proceed and that you understand the right to cancel ends once the work is finished. That confirmation goes on your job sheet or into a text or email, and once the work is complete the right to cancel no longer applies. If you cancel part-way through, you are charged for what has actually been carried out, in proportion to the price agreed.

4. How to Cancel Where the Right Applies

Tell us before the work is finished. Call 0333 344 6467, or email office@locksmith-cheap.co.uk with your name, address, phone number, the date of the booking and a statement that you wish to cancel. A phone call is enough, but an email gives both of us a record of the time it was sent.

5. Our 12-Month Guarantee

Every job carries a 12-month guarantee covering both the parts fitted and the standard of the work. If a lock we fitted develops a fault, sticks, or fails to operate as it should within that period, we return and put it right at no cost to you. This is the route to use when you are unhappy with the outcome of a job rather than with the price you agreed.

The guarantee does not cover hardware that has since been forced, tampered with, or affected by a separate incident after our visit, or a lock that has failed because of wear on the door or frame that we identified and you chose not to have addressed.

6. Making a Complaint

Email office@locksmith-cheap.co.uk with your name, the address the work was carried out at, the date, and what has gone wrong. If you have the job sheet or invoice number, include it, as it lets us pull the record straight away.

We aim to acknowledge every complaint within two working days and to resolve most within 14 days. Where a job needs to be looked at again, we arrange a return visit at a time that suits you. You will be told the outcome and the reasons for it.

7. If You Are Still Not Satisfied

If we cannot resolve matters between us, you can seek free, impartial advice from the Citizens Advice consumer service, which can also refer a complaint to Trading Standards where appropriate. Nothing on this page affects your statutory rights.

8. Contact

UK Local Today Ltd (registered in England and Wales, number 13835428), 13 Oak Tree Dell, London, England, NW9 0AB. Phone 0333 344 6467, any time. Email office@locksmith-cheap.co.uk. Our full terms and conditions set out the rest of the agreement.