We work hard to make sure every couple is delighted, and the overwhelming majority are. But weddings are emotional, complex, once-in-a-lifetime events, and occasionally something will not go the way you hoped. When that happens, we believe you deserve a process that is clear, fair, and written down — not a wall to be turned away at.
This guide sets out exactly how to raise a concern, what happens next, and the standard against which any dispute is measured. Reading it means you always know the route forward.
If Something Has Gone Wrong
The first thing to know is that we want to hear about it. A concern raised early and clearly is almost always easier to resolve than one that has been left to grow. Whether your worry is about your gallery, your film, your coverage on the day, or any part of your booking, the process below is the same — and it starts with a written message. If your concern relates specifically to a cancellation or your deposit, our guide on our cancellation and deposit policy sets out where you stand before you raise it here.
How to Raise a Concern
Step 1: Put It in Writing
Please raise your concern in writing — by email or through our contact page — rather than only by phone or across a series of separate messages. A single written summary ensures nothing is lost or misremembered, and it allows us to review the full picture before responding.
Your message is most useful when it includes:
- Your name and wedding date, so we can locate your booking and production records.
- A clear description of the issue — what you expected, and what you feel was not delivered.
- Specific references wherever possible — particular images by number, particular sections of your film by timestamp, or the specific part of your booking concerned.
For your specific booking, please refer to your booking confirmation.
Step 2: We Acknowledge and Review
We aim to acknowledge your complaint promptly. Acknowledgement means we have received your message, understood the nature of your concern, and begun reviewing it.
Reviewing a concern often means looking back at the footage captured, your delivered gallery, your booking scope, and our production records. We do this carefully, because a considered response is more valuable to you than a fast one.
Step 3: We Respond
We aim to provide a full written response as quickly as we reasonably can after acknowledging your complaint. Our response will set out what we found, our position, and — where appropriate — what we propose to do to put things right.
Some concerns take longer to investigate properly, particularly where footage or galleries must be reviewed in detail. If we need more time, we will tell you and give you a revised timeframe, rather than leave you waiting in silence.
Step 4: If You Are Still Not Satisfied
If our response does not resolve your concern, tell us why, and we will continue to work with you in good faith. We would always prefer to reach a fair resolution directly. If, after that, the matter remains unresolved, the escalation routes set out below remain available to you.
What Helps Us Resolve Things Quickly
The concerns we resolve fastest tend to share a few features:
- They are specific. Clear, referenced points are far easier to investigate than general dissatisfaction.
- They are in writing and consolidated. One comprehensive message is more effective than dozens of separate ones sent over several days.
- They distinguish a genuine issue from a preference. A genuine issue is something like a technical fault or a contracted element not delivered. A preference is wanting a different creative style or outcome. Both are worth discussing, but they are assessed differently — see the standard below.
The Standard We Work To
We work to a professional standard of care and skill — the standard expected of a competent photographer or videographer working in the same field. This is the standard against which any concern is measured.
It does not mean the deliverable will match the subjective preferences of any individual customer. Photography and videography are creative arts, and the final work reflects the professional judgement of our team. Creative work is inherently subjective; a professional standard of care and skill is the objective benchmark.
Where you would like to understand how this standard applies to coverage, overtime, and refunds specifically, our guide on arrival, coverage hours and our refund policy sets that out in detail.
If We Cannot Agree
If a concern cannot be resolved between us directly, we will keep working with you in good faith to reach a fair resolution. We will always refer back to your booking contract, our published policies, and the evidence of the work delivered, so that any outcome is grounded in what was actually agreed and delivered.
Our Commitment
We treat every concern as a process to work through together. We will listen, we will review fairly, and we will respond honestly — even when our honest answer is that the work was delivered to the proper professional standard. Our aim is always the same: a fair outcome, reached in good faith, with your concerns taken seriously.
This guide describes our general complaint process and does not replace any term in your signed contract. For your specific booking, please refer to your booking confirmation.