La Lista exists to bring vendors and couples closer together. There will be occasions where couples and vendors have negative experiences. The La Lista Team are here to help. Detailed below is the current Complaints Procedure. This is always open to feedback.

ASKING LA LISTA FOR ADVICE

If you have had an encounter with a client or vendor and you’d like to ask the La Lista team for their professional opinion, please email hello@lalista.com This conversation will always be private.

MAKING A COMPLAINT TO LA LISTA

All La Lista members agree to a code of ethics when they apply for The Directory membership. The La Lista Team vet all members before approval for membership. If we have reason to believe a member has broken the code of ethics their membership will be paused while this is investigated. If it is concluded that the member has broken any of the ethics of La Lista, their membership will be revoked and the annual membership fee retained.

If you wish to make a complaint about a La Lista member or a non La Lista member please email hello@lalista.com. Please see the complaints procedure below to be clear on the process.

FACEBOOK GROUP

The La Lista Facebook group ‘Planning your Italian Wedding’ is a public space. Any information one posts in this space could be used and shared by any members. Please be fully aware of this when posting.

If there is a complaint made about a vendor, the La Lista team will notify them within 12 hours of seeing the complaint. The team monitor this space daily but not at all times. Notification will be via email and invite a response.

All La Lista Facebook groups are positive spaces, constructive reviews are completely supported but we do not tolerate:

- any mention of matters that are of a legal nature i.e. fraud, theft, abuse

- general moaning about a company or client i.e. not a specific complaint

If a post breaks the rules, the person who posted will be notified and given 6 hrs to edit the post to meet our rules. If it’s not actioned in this time it will be removed and the person will be informed.

We advise all couples to take any complaints up directly with the vendor in the first instance to try and find a resolution before leaving a negative review.

La Lista is not responsible for the performance of vendors and couples reviews. When dealing with complaints La Lista will not accept abusive or rude behaviour towards staff and if this occurs will stop conversations at our discretion.

COMPLAINTS PROCEDURE

If a complaint is made in the Facebook group or via email to the La Lista Team the team will use their discretion to determine the severity of the issue. The complaint will be shared with the vendor. The complainant’s name will be omitted.

The vendor will be asked for a response against the allegations, which will be their version of the complaint and offered the chance to comment underneath the original complaint if within the Facebook group.

If the complaint is against a member of La Lista’s Directory the team will determine whether the Code of Ethics has been broken. If the complaint is against a non-member the case will be closed and the vendor and complainant encouraged to resolve the matter directly and privately.