Complaints

If you are dissatisfied with any product or any aspect of photography service or sales or customer service you have received, we would like you to tell us your concerns. We will always aim to finalise complaints within 1 working day but depending on the nature of the complaint, it may take longer and the following complaints process will have to be implemented.

S1: If the complaint has to be investigated, we will let you know and send you a ‘complaint response’ outlining the steps we are taking to investigate your complaint. We expect 10 clear working days to investigate a complaint.

S2: By no later than close of business on the 10th working day we will let you know the outcome of our investigations. If your complaint can be resolved without further investigation and you are satisfied with the way the complaint has been resolved, we will issue you with a ‘final response’ letter and as acceptance we will ask you to sign the ‘final response – complaint resolver’ letter and return it to us within 5 working days. You can sign and scan the letter back to us via email or any other format that is compatible with our software. If we do not receive back your ‘final response – complaint resolver’ letter within 5 working days, we will close and archive the complaint and it will not be reopened after that.

S3: If the complaint is such that at the end of the 10th working day we are unable to resolve the complaint and require additional time to investigate further, we will let you know and will give you a reasonable timeline [no more than 4 weeks] within which or at the end of which we will let you know the outcome of our further investigations.

S4: If at the end of the 4 week period you are satisfied with our investigation and the resolution to your complaint, we will issue you with two documents – ‘final response’ letter and ‘final response – complaints resolver’ letter. The ‘final response’ letter will set out the complaint, how we investigated it, how we resolved it and your acknowledgement that you accept the outcome of our investigations and are satisfied that we have resolved your complaint satisfactorily and in its entirety.

S5: You will need to sign the ‘final response – complaint resolver’ letter and return it to us within 5 working days. On our part we will counter sign the ‘final response – complaint resolver’ letter and will scan and email the counterpart back to you for your records. After this your complaint will be resolved and any remedy irrevocably concluded. If, however, we do not receive the ‘final response – complaint resolver’ letter back from you within 5 working days we will determine that you no longer wish to take the complaint any further and have withdrawn your complaint in full and after that we will not be liable to you or any other party for remedy to or resolution of the complaint.