The MLA Licensed company management and staff wish nothing more than to provide products and services with skill and integrity. They are anxious to give you the benefit of their experience in all aspects of security products and their applications.

The following Charter Pages cover the four main areas of locksmithing services and are intended to clearly state their obligation to identify and interpret the requirements of the customer and to provide a fair and honest service to meet those requirements.

They also highlight specific exceptions to our Charter that can occur due to the technical nature of some aspects of locksmithing and it is considered by the MLA to be fair that you are made aware of these exceptions.

It is essential that the customer understands that the service or product does meet with their requirements and that they are aware of the costs or charges, either in writing or verbally and that they are also aware (if applicable) of the likelihood of any additional costs.

Certain lock and key systems are protected by law and replacement or extra keys will not be duplicated without the correct authorisation procedure. The company is obliged to operate these procedures to comply with law and in the best public interests.

MLA Licensed companies are inspected periodically to stringent standards including a sampling inspection of recent installations undertaken. Companies are dedicated to provide skilled and accurate workmanship, and are positively encouraged to maintain standards in Training, Equipment and Best Practices.

All security installations are backed by guarantees on workmanship and materials used.

All companies are properly insured to carry out security installations on, or to, your premises. To further guarantee customer satisfaction the MLA itself has insured its Approved Companies when installing security products to manufacturers recommended instructions and insurers guidelines. (Limited to installations in excess of £250).

Exceptions will occur if any alteration, amendment, removal or reinstallation is attempted by any persons other than the original installing company. This also applies if any undue wear and tear, abuse or act of vandalism is apparent

If product failure or faulty workmanship causes a Lock-Out the company reserves the right to ascertain the cause and carry out any appropriate rectification, also to make charges where applicable, having first advised the customer. Liability is limited to replacement value only of the same or similar equivalent product and in all cases limited to the guarantee periods.

All key duplication is backed by replacement or money back guarantee and liability is limited to the retail price of the key.

Exceptions occur when keys to be copied are too badly worn to guarantee a perfect working copy. The company reserves the right to bring this to the attention of customers and offer the customers the option to proceed entirely at the customers risk which will negate any guarantees.

This also applies when requests to duplicate keys that have been bent or broken and the company reserves the right to mark all such keys so as to identify them as supplied after advice.

Keys supplied to code numbers are not replaced or refunded unless there has been a cutting error on the part of the company.

Certain lock and key systems are protected by law and replacement or extra keys will not be duplicated without the correct authorisation procedure. The company is obliged to operate these procedures to comply with law and in the best public interests.

All locks and security devices are backed by replacement guarantee, normally for twelve months, if deemed to be faulty and liability is limited to the retail price of the product on production of a valid receipt.

Products are usually of a technical nature and every effort is made to interpret the customer’s requirement. Be sure your purchase is correct for the application you require as exchange or refund may be subject to a handling charge and/or that the product and packaging is intact.

Products that have been removed from their packaging and attempts made to install them are not exchangeable or refundable unless the goods are faulty.

If product failure causes a Lock-Out within the guarantee period the company reserves the right to ascertain the cause of the failure.

Products that are considered by this company as subject of a Special Order (not normal stockholding) may require a non refundable deposit.

All service work including lock-outs are backed by guarantees on workmanship and materials used.

Companies providing a Lock-Out service will in the interests of public security request proper identity or proof of ownership. Should this not be forthcoming service will be refused, your co-operation is required in these circumstances.

All companies are properly insured to carry Out locksmiths services.

Exceptions will occur if any alteration, amendment, removal or reinstallation is made by any persons other than the original installing company. This also applies if any undue wear and tear, abuse or act of vandalism is apparent

If product failure or faulty workmanship causes a Lock-Out the company reserves the right to ascertain the cause and carry out any appropriate rectification, also to make charges where applicable, having first advised the customer. Liability is limited to replacement value only of the same or similar equivalent product and in all cases limited to the guarantee periods.

All servicing work is carried out to the best interpretation of, or to customer’s instructions. All costs to be advised before commencement of works and any variation affecting specification or cost will be advised prior to completion where possible.

THE MASTER LOCKSMITHS ASSOCIATION RECOGNISES THAT SOME COMPANIES MAY ENHANCE THE ABOVE CHARTER BUT ONLY IN THE BEST INTERESTS OF THE CUSTOMER

MLA companies are advised to give an estimated price before agreeing to attend a location. However this price will be based on the customer’s information and the operative may have to revise the cost when he arrives on site and assesses the situation.