Deeply Disappointed by the Complaint Handling Process
I am writing this review with disappointment rather than anger, as I genuinely expected better from a service responsible for such an important life event.
The ceremony itself took place, but my experience with the administration and subsequent complaints process has left me extremely dissatisfied.
The issue began when I was charged two separate £100 booking fees for what ultimately became a single ceremony on the same date and time. I accepted that one booking fee was non-refundable. My concern was that I had effectively paid two booking fees for one ceremony and simply wanted the matter reviewed fairly.
After receiving responses that, in my view, did not address the central issue, I submitted a formal complaint to Islington Council on 16 June 2026. The complaint was acknowledged, but weeks passed without any substantive response.
I later chased the matter and was informed on 22 July 2026 that my complaint had been passed to the Central Complaints Team and that they would respond in due course. Despite this, no meaningful update or decision followed.
What has disappointed me most is not the £100 itself. It is the lack of communication, the excessive delays, and the feeling that a legitimate complaint has not been treated with the seriousness it deserves. Regardless of whether a complaint is upheld or rejected, customers should be able to expect a timely response and a transparent explanation.
For a service connected to one of the most important days in a person's life, I expected a much higher standard of customer care and complaint handling.
Unfortunately, based on my experience, I cannot recommend the administrative side of this service.