Privacy Policy

1. Who we are

LOCKSMITH ON CALL LTD ("we", "us", "our"), 37 Tavistock Place, London, WC1H 9SE, is the controller of the personal information described in this policy. This means we decide how and why it is used.

For any privacy question or request, contact us at support@locksmithoncall.co.uk or on 0330 789 0914.

2. Information we collect

When you contact us by phone, WhatsApp or email, or when we attend a job, we may collect: your name; phone number and email address; the address where the work is needed; details of the job and the lock or door involved; what we quoted and what you paid; and any messages you send us.

Before gaining entry to a property, we may check photo ID and proof of residence or authority to access. We look at these to confirm you have the right to enter. If we need to keep a record of what we checked, we will tell you at the time.

When you use this website, we collect technical information such as pages viewed, device and browser type and approximate location. Analytics and advertising cookies are only used if you agree (see our Cookie Policy). The postcode search on our site runs in your browser and is not sent to us.

3. How we use it, and our lawful basis

• To respond to your enquiry, send an engineer and carry out the work: necessary to perform our contract with you, or to take steps at your request before entering into one.
• To confirm you have the right to access a property before we open it: our legitimate interest, and yours, in preventing unauthorised entry and crime.
• To take payment, issue invoices and keep accounting records: necessary to meet our legal obligations, including tax law.
• To deal with complaints, guarantee claims and legal claims: our legitimate interest in resolving issues and defending our position.
• To understand how our website is used and measure our adverts: your consent, which you can withdraw at any time using the Cookie settings link at the bottom of every page.

4. Who we share it with

We do not sell your personal information. We only share it where needed with:

• the locksmith engineer who attends your job;
• payment providers who process card payments;
• our accountants, insurers and professional advisers;
• service providers that run our phone lines, email, website and messaging (including WhatsApp, operated by Meta);
• Google (advertising and call measurement) and Microsoft (Clarity website analytics), only if you have given consent;
• the police or other authorities where the law requires it, or where needed to prevent or report crime.

5. International transfers

Some of our service providers, such as Google, Microsoft and Meta, may process information outside the UK, including in the United States. Where this happens, the transfer is protected by UK adequacy regulations (such as the UK–US data bridge) or by approved contract clauses.

6. How long we keep it

We keep job, invoice and payment records for 6 years after the end of the financial year they relate to, as required for tax purposes. Enquiries that do not lead to a job are deleted once they are no longer needed, normally within 12 months.

Cookie retention periods are listed in our Cookie Policy.

7. Your rights

Under UK data protection law you have the right to:

• ask for a copy of the personal information we hold about you;
• ask us to correct information that is wrong or incomplete;
• ask us to delete your information, where we have no legal reason to keep it;
• object to, or ask us to restrict, how we use your information;
• ask for your information in a portable format;
• withdraw your consent at any time, where we rely on it.

To make a request, contact us using the details above. We will respond within one month. There is normally no charge.

8. Keeping your information safe

We limit access to your information to people who need it to do their job, and use secure, password-protected systems. No method of storing or sending data is completely secure, but we take reasonable steps to protect it.

9. Complaints

If you are unhappy with how we have handled your information, please contact us first so we can try to put it right. You also have the right to complain to the Information Commissioner's Office (ICO) at ico.org.uk or on 0303 123 1113.

10. Changes to this policy

We may update this policy from time to time. The latest version will always be on this page, with the date it was last updated.