999-LOCKS has been independently vetted and approved by both Trading Standards (under the "Buy With Confidence" scheme) and Checkatrade.

When I set-up 999-LOCKS in 2002 I wanted the company to be different. From the beginning my aim was to give our customers the very best service and the highest quality of workmanship so I made three promises:

• we will always answer the telephone, and if we are engaged with another customer then your call will automatically be transferred to our voice mail so you can leave a message (and we will call you back),
• we will not compromise quality by using cheap or inferior materials,
• if we can't do a job we will say so and, if possible, recommend an alternative tradesman or company who might be able to help.

I'd seen the "Rogue Trader" type programmes on the television and I'd had personal experience of "dodgy" tradesmen. I wanted 999-LOCKS to be different.

Lots of businesses promise great service and repeatedly tell you how important you are to them (sometimes while keeping you waiting for ages on the telephone!) but customer service is not just about promises. Real customer service is about what you do and 999-LOCKS has '6 rules' of doing business:

• We always agree specific times for appointments and if delayed more than 15 minutes we promise to telephone to let you know.
• All work is done against a fixed quotation, and not an hourly rate like many businesses, so if a job takes longer it doesn't cost you more.
• We happily make appointments before and after office hours, all at no additional cost, so our customers do not have to take time of work.
• All work is guaranteed and in the unusual event of a problem any correction is done free of charge.
• We are clean and tidy in our work and appearance and polite and courteous at all times.
• We will not ask for payment until all work is completed to your satisfaction.

In the end, the only true judge of how good a business is are its customers and I want our customers to be the judge of whether or not we get it right.

The Trading Standards "Buy With Confidence" scheme aims to help consumers by identifying reputable traders. To become a member of the scheme it is necessary to pass an individual vetting procedure and to provide a number of customer references.

Checkatrade's aim is to help consumers avoid rogue traders and cowboys. Like Buy With Confidence, Checkatrade membership is dependent on passing an individual vetting process but in addition, Checkatrade operate a customer feedback system that is continually updated by real customers.

Membership of Checkatrade and of Buy With Confidence is only possible if existing customers say it is deserved. I'm proud that our customers have vouched for our service and quality and that we are almost the only Locksmith serving Surrey and Hampshire which is a member of both schemes.

To date 999-LOCKS has received over 200 customer feedback responses to Checkatrade and has achieved an average score of 9.9 out of 10.