Locksmith scams: spot the signs of a rogue trader

Victims of rogue locksmiths experience rip-off prices, poor workmanship and intimidation, Which? warns.

Locksmiths aren’t regulated. This means that technically anyone can call themselves a locksmith, do a shoddy job, charge you a fortune and avoid being held to account.

The Master Locksmiths Association (MLA) is the largest trade association for locksmiths in the UK. It sets and promotes standards of conduct, practice and materials within locksmithing and is recommended by the Metropolitan Police.

In 2022, the MLA received more than 300 reports about fraudulent locksmiths. Victims had been charged anything from £500 to more than £3,000 for emergency call-outs, which is significantly more than a reputable locksmith would charge. 

It also found that almost a quarter of its members had been called out at least once a month to correct the work of rogue locksmith, with pensioners and women most likely to be targeted.

Below, we explain the signs of a rogue locksmith and how to avoid appointing one.

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‘They left my bank account empty’

When Roberta arrived home after a hospital appointment, she realised she'd lost her keys. She quickly searched Google for a locksmith and, without realising it, she'd clicked on one of the sponsored search results at the top of the results page.

When she called, she was quoted £60-£120 and 20 minutes later someone arrived.

The locksmith inspected the job and said that it was ‘very complicated’ and would actually cost £500. 

He also said that if Roberta didn’t want to continue with the job, she’d still have to pay £70 for the call-out. After some negotiation, the locksmith agreed to a reduced price of £300. The ‘very complicated’ job only took 15 minutes and left a hole in her door that wasn’t fixed.

The locksmith also wanted to charge Roberta £120 for a new lock, but luckily she had an old lock at home so avoided this charge. ‘They left my bank account empty, they took all I had. I wanted to call the police, but they knew where I lived and I was scared,’ Roberta said of the incident.

Which? spoke to three locksmiths, approved by the MLA, who quoted less than than the fee Roberta was charged. They also said that the large hole in the door should have been less than 1cm wide and fixed on the job. 

One of the locksmiths we spoke to quoted around £16 for the type of lock Roberta needed replacing, nowhere near the £120 the rogue locksmith had demanded. 

Roberta’s bank agreed to reimburse her the costs as ‘a gesture of goodwill’.

To find a reliable trader, visit the Which? Trusted Traders website.

Scam ads on Google

Which? research has previously found dodgy ads littered across social media platforms and search engines, including on Google.

Scammers use Google due to its reach and hope that potential victims will be lured in by sponsored ads that appear legitimate.

Soon, new online safety laws will force tech firms to prevent people being targeted by fraudulent online adverts. The regulator, Ofcom, is currently consulting on the framework for the guidelines that tech firms will have to adhere to.

We asked Google about scammers using its platform to create dodgy locksmith ads. It told us: ‘Protecting users is our top priority and we have strict ads policies that govern the types of ads and advertisers we allow on our platforms.

‘We continue to invest significant resources to stop bad actors and are constantly evaluating and updating our policies and improving our technology.’

• Read more: how to spot and report search engine scams

Avoiding rogue locksmiths

These are some of the signs to suggest a locksmith may be dodgy:

• They offer super low prices The MLA says one of the most common locksmith scams involves bait and switch pricing, where you’re quoted a low price that is inflated after the locksmith arrives at your home. Around 75% of its members say rogue locksmiths often quote an unusually low price.
• They show intimidating behaviour Being forced to pay in a particular way, such as in cash, and being vague about prices or how to carry out a job is a red flag.
• Calls aren't answered by a locksmith The MLA reported that a third of locksmiths said the most important thing you should look for when selecting a locksmith is that your call is answered by a locksmith and not diverted to a call centre.

Here are some steps you can take to avoid being conned by a dodgy locksmith:

• Ask friends and family members for recommendations and check reviews before you appoint a locksmith.
• Save the number of a reliable emergency locksmith in your area.
• Check to see if the locksmith is approved by the MLA by searching its database.
• Check the MLA's average locksmith prices to see if you’re being overcharged.
• Send a picture of the job to a locksmith before they come out for a more accurate quote.
• Be wary of scam ads – scammers manipulate advertising platforms to appear legitimate. Be wary of this and always check to see if the website address matches who they claim to be – and read reviews before you appoint a locksmith.

Read our advice on how to find a reputable trader.

How to complain about a locksmith

If you are in any immediate danger, you should call the police. 

You can complain to Trading Standards about a rogue locksmith. The best way to do this is by contacting your local Citizens Advice. Gather evidence to support your case. You can contact an MLA-approved locksmith, which can be found on its database, to get advice about what the job should have entailed, along with a rough costing to support your case.

If you've lost money to a rogue trader, you could make a chargeback claim if you paid by debit card, or a section 75 claim if you paid by credit card and the amount was more than £100. It can be very difficult to recover your money if you paid in cash.

If you've lost money to a scammer, you should contact your bank immediately using the number on the back of your card. You should also report this to Action Fraud or Police Scotland on 101, if you live in Scotland.

If you're not happy with your bank's response, you could take your complaint to the Financial Ombudsman.

Use Which? Trusted Traders to find a professional in your area: