1Where to send it
Email hello@perfectmywedding.com, or write to Nimble Panda Ltd, 30 Grange Road, Barnton, Northwich, England, CW8 4PE. Put the booking reference or the listing name in it if there is one. There is no form and no portal to find: a complaint in a normal email is a complaint.
If a wedding business is complaining about a notice on its listing, answering from the notice on the dashboard is faster, because it sits against the decision rather than in an inbox.
2What we will do, and by when
We will acknowledge it within two working days and tell you who is looking at it. We will answer properly within twenty working days, and if something is going to take longer than that we will tell you before the twenty days are up rather than after.
The answer will say what we found, what we decided, and what we are doing about it. If we got something wrong we will say so in those words. If we are not going to do what you asked, we will say that instead of going quiet, and the letter will say it is our final answer so you know where you stand.
3A complaint about a supplier, rather than about us
Two different things, and the route is different. If the problem is the service a supplier delivered or did not deliver, that is a contract between you and them, and the thing that gets your money moving is a dispute on the booking, not a complaint to us. Raising one freezes the payout where it is, both of you add evidence, and a person here decides in writing. The terms set out how that works.
Complain to us when the problem is us: a decision we made, a notice we gave, money we released or held, something on the site, or how we handled your data. Complaining about a supplier’s behaviour rather than their work belongs under conduct, and we will act on it under that policy.
4If we do not put it right: what you can do next
Alternative dispute resolution. We are not a member of an ADR scheme and there is no ombudsman for wedding marketplaces. If we reach the point where neither of us is going to move, we will say so in writing, name a certified ADR provider that is willing to take the case, and tell you whether we agree to use it. We are not obliged to agree, and we will not pretend otherwise: what we are obliged to do is tell you the route exists and give you a straight answer about it, which is what that letter will be.
Free advice, from somebody who is not us. The Citizens Advice consumer service gives free advice on consumer rights in England, Wales and Scotland, including against us, and can refer a trader to Trading Standards. Nothing you say to them comes through us first.
The courts. You keep every legal right you had before you read this page. A money claim under £10,000 goes through the small claims track and can be started online; nothing in our terms, and no decision we make about a dispute or a listing, removes that.
Your card issuer. If you paid by card and the service was not delivered, a chargeback is yours to start with your bank whatever we decide. Telling you that is not us encouraging it, and we would rather you gave us the twenty days first, but you should know it exists.
5If you are a wedding business
Retained Regulation (EU) 2019/1150 is the law that governs how a platform like us treats a business like you, and the Online Intermediation Services for Business Users (Enforcement) Regulations 2020 let you enforce it against us in the courts, including a claim for damages. The parts of it that bind us whatever our size are the ones that matter most to you: plain terms you can read at any time, a statement of reasons before we restrict your listing, 30 days' notice before we end your account, and the main things that decide your position in search, all of which are in the supplier agreement and in conduct.
Two parts of it do not bind us, and you are entitled to know which. Article 11, the formal internal complaint-handling system, and Article 12, naming two mediators in our terms, both exempt small enterprises, and Nimble Panda Ltd is one. So the process in section 2 is something we are choosing to run, not something you can sue us for not running. We think telling you that is better than letting you assume a statutory backstop is there when it is not.
You have 30 days to appeal any decision about your listing, and the appeal goes to a person. If we end your membership and you were in the right, we will say so and put the listing back with the reviews and the calendar untouched.
6A complaint about your data
Send it to the same address and we will treat it as a data protection complaint, which means a substantive answer within one month rather than twenty working days, because that is the statutory deadline.
You do not have to come to us first. The Information Commissioner’s Office takes complaints directly at ico.org.uk and you can go straight there. Privacy says what we hold and what you can ask us to do with it, and your account page will do most of it in the moment without asking anybody.
7What we do with complaints afterwards
Every one is kept with the answer, and the pattern is read rather than the individual case. Two complaints about the same wording on the same page is the page being wrong, not two people being difficult.
We do not close an account for complaining, and we do not treat a complaint as a conduct matter. The only exception is a report made to get a competitor paused, which section 3 of the conduct policy covers and which is a different thing entirely.