If you're experiencing problems with your photographer or aren't satisfied with the service you've received, there are steps you can take to resolve the issues.
The ideal way of addressing the problem is to speak to the photographer. As soon as you identify the problem, call them and discuss it or make an appointment to see them face to face. You should be able to sort out most queries at this stage.
If you're still unhappy, write down your issues, explaining what you'd like to see as an end result, give the photographer an adequate amount of time to respond and give them the opportunity of responding to you. Occasionally, issues will spiral. It's important to hold on to the key reasons you're unsatisfied.
If you wish to make a complaint against your photographer, BIPP can only be involved if the photographer who took your photographs is a qualified BIPP member. If this is the case please follow the Complaint Proceedure below.
If the photographer is not a member, you could contact your local Trading Standards office or Citizens Advice Bureau. They will be able to advise you on the best way forward.
The most important consideration is always to strive for a solution which is fair to both parties, as quickly as possible.
Complaint procedure
Remember - BIPP can only become involved in a complaint if the photographer who took your photographs is a qualified BIPP member.
The Institute is empowered to provide an opinion when the quality of photography taken by a qualified member is in question.
Firstly, we require a letter, addressed to the BIPP's Chief Executive, from the complainant setting out the complaint quite clearly, with copies of correspondence, contract, notes of telephone calls etc. A copy of the complainant’s letter is sent to the photographer, asking for comments on the dispute in writing.
Once we have heard from the photographer, we ask that all the photography taken by the Institute member, be sent to us. We shall then ask examiners to view the photography and provide an opinion. A copy of the opinion is sent to the complainant and to the photographer in the hope that it will form the basis for an amicable conciliation.
If either party is not able to accept the report they must proceed as they feel fit.