Top-Lock Complaints Procedure
We’re committed to delivering reliable, high-quality service—but if something’s not right, we want to fix it fast
- Step 1: Get in Touch - Please contact us directly by phone, email, or through our website contact form. Let us know what happened, when, and how we can help.
- Step 2: Acknowledgement - We’ll acknowledge your complaint ASAP and aim to resolve it. If it’s more complex, we’ll keep you updated every step of the way.
- Step 3: Investigation & Resolution - We’ll review the issue thoroughly and fairly. If we’ve made a mistake, we’ll put it right—whether that’s a refund, a repair, or a sincere apology.
- Step 4: Escalation (if needed) If you’re not satisfied with the outcome, We’ll take a fresh look and aim for a fair resolution.
- Step 5: External Support As a Which? Trusted Trader, you can also contact the Which? dispute resolution service for independent advice.
Business Complaint Procedure
On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.