Complaints policy
We want every experience with Lock & Key to be a good one. If something has gone wrong, please tell us so we can look into it and put things right.
You can raise a concern using our contact form, by calling 01254 449034, or by writing to Lock & Key Estate Agents, 7 Hope Street, Blackburn BB2 1DY.
Raise your concern
Tell us what happened and what you would like us to do. Please include your name, the property address if relevant, dates and any supporting information. We will try to resolve straightforward concerns informally within five business days.
Ask us to investigate
If we cannot resolve your concern informally, or you would prefer a formal review, tell us through the contact form or in writing that you are making a formal complaint. We aim to acknowledge it within two business days.
We review the details
We will investigate and aim to give you a written response within ten business days. If we need longer, we will keep you updated. If you remain unhappy, you can ask for an internal review and a final response.
Property Redress Scheme
If your complaint remains unresolved after our final response, or eight weeks have passed since you raised it with us, you may refer it to the Property Redress Scheme, subject to its eligibility rules.
Ready to tell us?
Use the contact form and describe your concern in the message. We will make sure it reaches the right person.