Rogue locksmith complaints double as trade body warns of bait and switch

A trade body has reported a sharp rise in complaints about rogue locksmiths. The Master Locksmiths Association, which collects complaints about any trader and not only its own members, said it received nearly 600 complaints since January. In the same period last year it received just over 280. That is a doubling, although from a relatively low base. The association says there may be more incidents than are reported.

The association estimates there are around 6,500 unlicensed locksmiths operating, compared with around 400 it has vetted and verified. One of the main complaints is bait and switch. A customer who is locked out and in a panic calls a number and gets a quote of around £50. By the time the work is done, the bill can be far higher, with hidden charges for drilling and replacement locks.

One customer, Rosie, lost just over £700. She came home and realised she had lost her keys at around half 12. She found a locksmith online who could come out at that time. She says the first mention of price came after she was told her lock was very high security and would need to be drilled. When she asked how much it would cost, she was told £300. She says she was not told that this covered only the drilling and that a costly new lock would be added. The call-out fee was listed as zero, which she believes was used to make the deal look better. She felt she had no choice. The next day she looked at the invoice and saw a box had been ticked on her behalf stating that she agreed to the prices and procedure before the job started. She had signed it.

The report includes advice for people who are locked out. Be wary of very low prices, such as £49, because they can quickly rise to £300 or more with hidden costs. Ask for a clear quote up front, including how long the job will take. Be cautious if a locksmith tries to drill the lock straight away, because a skilled professional will generally try other methods first. Also be wary of businesses that appear first in search engine results through paid ads, as well as generic company names and sponsored tags. Official industry websites can provide lists of trusted and vetted locksmiths. The trade body also warned about companies that claim police endorsement, something most forces do not give. The advice is aimed at people who are often at their most vulnerable.