The terms that apply to locksmith work we carry out.
Last updated: August 2026
Prime Locksmiths provides emergency and planned locksmith services across London, 24 hours a day. These terms apply to all work we carry out unless we have agreed something different in writing.
Any assessment given by phone is based on the information you give us. If the job on arrival differs materially from what was described, the engineer will stop and explain the position before continuing, and you may decline at that point.
Before opening any property we require photo ID and evidence that you are entitled to access it, such as a bill, tenancy agreement, bank letter or written confirmation from a landlord or managing agent. We reserve the right to refuse work where this cannot be provided.
We attempt non-destructive entry wherever it is reasonably possible. Some locks — including certain high-security cylinders and mechanisms already damaged or seized — cannot be opened without damage. Where destructive entry is necessary, we will tell you and obtain your agreement before proceeding.
No work is carried out on your property without your agreement. Where the engineer finds the job differs materially from what was described by phone, work will pause until you have agreed how to proceed. You may decline at that point.
Our workmanship is guaranteed. Hardware we supply carries the manufacturer's warranty. The guarantee does not cover misuse, forced entry, further damage caused by third parties, or existing defects in a door, frame or fitting that we identified and reported to you.
We hold public liability insurance. We are liable for loss or damage caused by our negligence. We are not liable for pre-existing damage, for consequential loss such as lost trading time, or for the failure of components we did not supply.
You may cancel an emergency call-out at any point before the engineer arrives at the property. Consumers have the right to cancel non-emergency work within 14 days under the Consumer Contracts Regulations 2013; where you ask us to start work within that period, that right may be affected once the work has been carried out.
Contact us at info@primelocksmiths.uk or 0203 916 5684. We aim to acknowledge complaints within two working days and resolve them within 14 days.
These terms are governed by the law of England and Wales.
