We've Got The Key Reviews 1,453

After losing both car keys, we contacted this company on Saturday and paid £474 upfront to secure an emergency call-out for Tuesday morning. That booking date was the entire basis of the agreement.

At 4pm on Monday, we were told the required part was “out of stock” and the earliest they could now attend was Thursday afternoon. No apology. No explanation. No accountability. Just a casual change to what we had already paid for.

We live in a rural area and were left completely stuck at home with a 19-month-old child, with no vehicle and no practical options — a situation they showed absolutely no concern for.

When we cancelled and tried to get our money back, the experience got even worse:
• Endless time on hold
• Passed between multiple agents
• Promised callbacks that never happened
• After waiting over 30 minutes, we were told someone would call us back the same day — they didn’t
• We called back ourselves and eventually got through after 5pm, only to be told the customer service team had gone home despite the earlier person saying the customer service team were in until 8pm

This felt deliberately obstructive and designed to make giving up easier than getting a refund.

We immediately found a local provider who could do the job faster, cheaper and professionally — which shows this delay was not unavoidable, just incompetently managed.

If you value your time, your money, or basic human decency, do not use this company.

Poor service, poor communication, no accountability, and zero customer care.

Not a service anyone wants to use, but if you do need a locksmith this lot are fast, polite and very good at what they do.

I foolishly locked my key in the boot of my car, I panicked and contacted We've got the key, the call was 20 mins long and at the end of the call I gave my pay details, I tried the boot one last time and it popped open, literally 5 mi s after giving my pay details, I called and said I'd like to cancel, the locksmith had not been sent yet, but the still charged me £142 which i find disgusting. I'd understand a form of cancellation fee, and I wasn't told it'd be that amount on the first call I made.

Was an extremely easy process from booking the job and completing it. Josh was quick and very helpful. Will definitely be using in the future

Phone RAC put me straight through to WGTK
Speed Dial explained what happened bearing in mind my van is running on my drive can’t get access to turn off engine
Operator there end your first port of call this is at 7.45am
Gave me the cost £120.00 with vat money taken
Had a call of the locksmith at 8.56am to say he had been in a meeting with his line manager for an hour, and on his way don’t worry about your customer with his van running
Waiting for your assistance, the operator that took the money never told me this at the start of the conversation very poor communication between themselves operator &locksmith so I phoned WGTK back at 9.17am
He said the locksmith will be with you at 10.33am
So I waited 10.45am the locksmith’s rolls up
My van had been running for 3 hrs from 7.45am to 10.45am absolutely shocking customer service very Quick to take the money, accidents do happen I kw but never expected this so stressful
Avoid at all cost

excellent service. The locksmith was so prompt, helpful and efficient during a very stressful time for a recently widowed pensioner. Thank you so much for such a brilliant service.

Avoid this company!! They tried to scam me for 120 pounds extra to pay. And their emergency 24/7, well to attend my address to make new car key which was stolen they need 8 days...
Long story, short way. 26th December I spotted that my car key (the only one I had) was stolen from my flat, of course i rang police, got crime number. Next day on 27th of December I informed my insurance as well, they told me I'm covered up to 1500 pounds for new key as I have optional extra key lost - stolen cover. So my insurance ''First Alternative'' redirected me to ''RAC'', and RAC redirected me to third party ''We've Got The Key''. Then all the issues started. At first they told me that I will need to pay extra 120 pounds to them because my cover is only for 300 pounds, what is not true, and insurance confirmed I'm covered for up to 1500 pounds. Finally ''We've Got The Key'' changed their mind on 29th of December and accepted that I'm covered up to 1500 pounds. Today is 30th of December, still nobody attended my address to make new car key so the old key which is stolen couldn't start the car, so car wouldn't be stolen. Just received an email and text message saying someone will attend next year on the 3rd of January... Can you believe? they giving 8 days for the thief to easy use stolen car key and drive away with my car. In those 8 days until they will attend I need work, which is 11 miles away, but I can't use my car because their 24/7 emergency will come to me only next year, after 8 days I first time reported this.

Excellent service. We managed to break our car key and they came out the same day at no extra cost to replace it.

I was a bit worried at first regarding paying before the work was completed but I shouldn’t have been.

Honest service and really friendly staff.

Excellent job: The gentleman who answered my phone call was very understanding and explained clearly what would happen.
I was very impressed with the locksmith who got me into my car. He was thorough, checked my key fob, explained what he was going to do to open the car and advised me about checking how to use my manual key when I got home.
His whole manner, put me at ease.
Before being locked out of my car , I had no idea of this company's existence. I would thoroughly recommend them.

Lewis arrived quickly to attend to my faulty car key. In no time at all he had a new key programmed and cut.
The quote was exactly as I was told by the customer assistant. Payment was easy and the new remote key has added value to my car

I should very much like to applaud and commend the fantastic service from 'We've Got The Key'. At initial contact, Jasmine was thorough, friendly, personable, engaging, and such a pleasant person to talk to. Jasmine was instrumental in following up my order and arranging a very prompt weekend appointment. Sean was the Technician. Sean was friendly, proactive, able and efficient in getting the new key and diagnostics set up. Thank you to both Jasmine and Sean. Daniel Hayes

Emergency call out as my key was stuck in the ignition due to a fault. Their online response was fast. I was lucky there was a technician close by (after being quoted 90mins by the company that the RAC had originally transferred me to). When he arrived, Andre knew what the issue was and repaired it within 15mins. He was friendly and kind and I was so relieved. It felt weird that they charge the high amount (£550) in full then refund the difference of the cheaper quote (£380) if the higher cost isn’t required and I did question if I was being scammed, but after the job was complete I received the text confirming I was due the refund. If it doesn’t arrive I’ll be sure to update this review. In a stressful situation I had a good experience.

The key supplied does not function properly.
The locksmith that came out did not have the tools to program a Ford key by his own admission. The result? I have a key that sometimes I have to press three times to open the driver's side passenger door and more than four times to open the passenger door, devaluing my car. He tried to tell me that he prefers this and has it on his van, ridiculous. I am now considering my legal options in light of their management's arrogance and refusal to refund even in part, and ultimately their refusal to comply with consumer law. They even attempting to refer me to the FCA. They are not accredited by the FCA obviously, you will need to seek independent legal recourse which I might do out of principle when I have time. Or, you know, just choose another company ... your call.

Referred to this company by RAC breakdown cover as I locked my keys in my car boot.

Initially they were very quick to contact me and told me that a locksmith would be out to see my car by late morning/noon.

Noon comes and goes and my husband has stayed home from work with my car to ensure someone is in whilst I'm at work.

By 4pm still no locksmith.

My husband tried to call their customer service line and was on hold 45 minutes without getting through.

He tried to ring again later and got through to someone who said they would check what was happening with my job. We are still on hold now waiting for an update and it's been over half an hour.

Ridiculous for a company that has a repetitive hold message saying they are a "trusted partner" who are "reliable", "committed" and deal with things "promptly."

You can't even cancel the job and get a quicker and more reliable company to come out as their cancellation fee is the full amount of the job. That's £120 down the drain when they refuse to send someone out despite guaranteeing a time.

Absolutely horrific company with no customer service to speak of.

If you're with the RAC don't bother calling them to report a lost or broken key and just go straight to a local company, you'll be miles better off.

Partner called rac they sent her to this company told her pay 150_00first once paid assured her they would attend asap 4.5 hours in the pouring rain still no response and told locks smith was in way from one area then said he was in another area no call back absolutely disgusting irresponsible to leave a woman with health conditions waiting in the pouring rain, the rac should also take responsibility for aligning and telling clients to use this failure of a company. And they charge almost the complete call out fee if you cancel which is totally excessive and they can also make you wait unless they cancel to get a refund!

Control room very helpful and efficient. Gave good clear answers to any questions.
Technician texted to say he was on his way, turned up on time, didn't mind waiting few minutes for me. Again very helpful and efficient.
Excellent service highly recommend.

Fantastic, quick and professional service.

When my car was broken into the company were initially very responsive and helpful via WhatsApp. They informed me that they needed to order a part for the car which would cost £300 and take 2-3 days. They organised for an auto locksmith to come out to fix the vehicle. Unfortunately the locksmith was not sent photos of the car and could not provide enough information about the extent of the damage when he assessed the vehicle. He informed me that he would discuss the damage with colleagues and provide a further quote for the repairs. My WhatsApp messages went unanswered after that and I was told by another mechanic that the part I paid for was a rip off and I could have sourced it much cheaper online.

Disappointing service - promises not kept. Paid for someone to attend my car and key within 24hrs to 48 hrs - but unfortunately that hasn't happened. I must express my disappointment. Had I known the accurate timescales, I probably would have taken my business elsewhere.