A fifth of couples unhappy with wedding servicesMost newlyweds don't complain about poor service

27 September 2013


Newlyweds could be losing out on thousands of pounds as they choose not to complain about poor wedding services, a new Which? survey has found. 

Nearly one in five were dissatisfied with at least one of the services at their wedding – but most did nothing about it.

While the majority of people were satisfied with their wedding day as a whole (94%), nearly one in five people married in the last five years had a problem with at least one service on their big day.

If you’re unhappy with a service at your wedding you can use our step-by-step guide to complain.

Top three wedding horrors

Watch our video to see three of the top wedding horrors - and click through to see how to avoid them


Please enable JavaScript to access this content.


Wedding photographer is biggest gripe

The wedding services that people were most dissatisfied with were the photographer, the entertainment and the transport.

Complaints included drunken photographers, transport arriving late or not at all, DJs who didn’t turn up, cold food and dry wedding cakes.   

Of those surveyed, 94% were most likely to be satisfied with their wedding outfits while 89% said they were satisfied with the venue in which the ceremony took place. 

Complaining about a service

Of people who were dissatisfied with a service at their wedding, just one in five complained directly to the service provider, while 44% didn't do anything.

A Which? spokesperson said: 'Couples getting married expect their big day to run without a hitch, so it is disappointing that firms employed to make their weddings special are letting them down.

'As the home of consumer rights, Which? has advice for newlyweds on how to make a complaint and get a refund on shoddy service.'

Wedding caterer 'left the country'

Ed and Anne Fortune were married this summer. While their big day was one to remember it wasn’t without its hitches.

They spent £1700 on a hog roast for their guests but just 13 days before their wedding their caterer left the country and cancelled the event without refunding the couple.

‘Initially he seemed fine. He’d worked the venue before, we’d sampled his food and it all looked good.’ explained Mr Fortune.

‘He started being awkward about the menu but nothing extraordinarily odd, just a lack of concrete details and an unwillingness to get in touch. 

Then 13 days before the wedding he emailed us to say his business had "gone bump" and he had left the country.’

The couple immediately got in touch to ask for a full refund but heard nothing. They contacted the police and trading standards as well as writing formally to the caterer. 

They are now in the process of taking him to court.

More on this...