COMPLAINTS POLICY

We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be time where our customers may not be completely satisfied.

To ensure that we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. Please note that our guarantees/warranties are not insurance backed.

In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 0191 2039742, or write to us at 15 Highbury, Jesmond, Newcastle upon Tyne NE2 3DX, or email us at simon@simonpaynelocksmiths.co.uk and we aim to respond within 5 days of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

As a Which? Trusted Trader we have a range of support services available to us and our customers. One of these services is access to an independent Alternative Dispute Resolution (ADR) service, which enables our customers to seek an impartial review of a complaint in the unlikely event that we are unable to resolve it between ourselves.
This is a free service for the customer, offered by Dispute Resolution Ombudsman, an approved government scheme. Further information about the Ombudsman can be found at http://www.disputeresolutionombudsman.org/whichtrustedtraders/ or by telephoning them on 0333 241 3209.