Felicity

This company dispatched a locksmith called Mono when my son and I were locked out on a cold morning in our pyjamas. He drilled through the door and then pressure-sold me “high security” locks, saying they were essential and that I would have problems if I didn’t agree and took alternatives. He told me he would “get me a discount because he felt sorry for me”. I was charged £909 for gaining entry and securing the door.

Shortly afterwards I discovered that the parts installed were low-cost items worth under £30 in total, not the expensive products I had been shown on the phone. My request for a refund was refused, and I have not had a reply to my formal complaint. After checking Trustpilot, I can see very similar reviews involving the same individual and very similar tactics.

If this has already happened to you, don’t panic and don’t feel ashamed – these situations typically happen when you are stressed, tired, locked out or worried. You still have rights, even if you signed an invoice or initially agreed under pressure.

1. Contact your bank or credit card provider. Ask for a chargeback or Section 75 claim (credit cards). Explain the misrepresentation and pressure selling in your emergency situation.

2. Report it to the police via action Fraud. You can do this at reportfraud.police.uk. You'll receive a crime reference number.

3. Report the business to Trading Standards. Visit citizensadvice.org.uk and search “Trading Standards”. The more similar reports they receive, the faster they act.

4. Check what was actually installed. Look at the brand on the cylinder and internal latch, compare with what you thought you were buying. Mono used a site called Astra when at my home.

5. Leave a Trustpilot review. It will help protect the next person.

Best of luck ✌️

Super simple, easy to use, great communication and in a very convenient location. Great service.

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