Newlyweds voice ‘anger and hurt’ amid wedding video delays

Numerous recently married couples have voiced their “anger and hurt” due to not receiving their wedding videos, despite having paid substantial sums to a company based in County Londonderry. BBC News NI has reviewed contractual agreements between these couples and Northbound Hearts, a videography enterprise located in Limavady. Certain clients have experienced delays of a year or longer in receiving their wedding videos. Nathan Henry, the proprietor of the business, stated he has been ill and extended an apology to his clientele. Siobhan McGowan of Drumsurn, whose wedding took place in December 2023, reports that she has yet to receive her wedding film, even after remitting £1,400 to Northbound Hearts. “It was excuse after excuse and the silence and lack of communication has been deafening,” she stated. Mrs McGowan added, “I booked him in January 2022 and our wedding was in Dungiven in December 2023.” She continued, “Our wedding was amazing and we were really looking forward to sitting down and watching the wedding film to relive all the wonderful memories again.” “There was very little to no communication from him prior to the wedding. I wasn’t overly confident he would even show up which made me nervous.” “I did receive my teaser clip but it’s the full length feature film that we want. I don’t even care about getting our money back.” Mrs McGowan indicated that she made multiple efforts to contact Northbound Hearts, noting that she “didn’t hear from [Mr Henry] for months and months apart from one time to say he wasn’t well.” She further commented, “People want their wedding video to remember the good times. To be honest it has left me feeling full of anger, hurt and frustration,” and concluded, “It’s simple – this is not what we signed up for or paid for. It’s a disgrace and heartbreaking really.” Bernie McDevitt, a resident of Magilligan who wed in March 2024, informed BBC News NI that the process had been “so stressful and distressing trying to get the film and communicating with Northbound Hearts.” “I am glad Nathan Henry responded to the BBC because it’s more than many of us have had,” stated Mrs McDevitt, who paid £1,100. She added, “I really want the film to have memories of our special day. “I won’t hold my breath given all the attempts at communication in the past but I’ll hope for the best.” Mr. Henry, representing Northbound Hearts, conveyed to BBC News NI that he was “incredibly sorry” but had been contending with an illness for several years. He affirmed that all pending films would be finalized shortly. Mr. Henry mentioned that he has filmed over 300 weddings during the past decade. BBC News NI extended an invitation to Mr. Henry for an interview, but he opted to respond via email. In his email, Mr. Henry stated, “I am incredibly sorry for any distress that I may have caused anyone whilst they have had to wait longer than expected for their videos without any contact.” He further assured, “Everyone’s films are safely stored… I will have every remaining video uploaded and delivered by then [January].” Twenty couples informed BBC News NI that they had previously received a comparable message regarding Mr. Henry’s health, while other couples reported not receiving such communication. Although some couples have received their films within the last two years, several individuals have formed a group chat to discuss their perceived treatment. The Trading Standards Service (TSS) in Northern Ireland indicated that it was unable to comment on the specifics of individual cases, citing that “as this may prejudice any ongoing or subsequent investigation.” The TSS affirmed that it “may investigate any alleged breaches of the regulations that come to its attention and take enforcement action, where necessary.” Damien Doherty, Northern Ireland’s chief trading standards officer, further stated: “If consumers have any issue with a wedding videographer they have rights under the Consumer Rights Act 2015.” He advised, “If you haven’t received your film after paying for it you should try and contact the videographer first asking for information and setting a time frame for that.” “Ultimately you have rights under consumer protection legislation.” “You’re entitled to a full or partial refund depending on what’s been provided. The small claims court is another option and try and get redress and damages and potentially compensation for loss of enjoyment on the day.” Mr. Doherty suggested that if consumers believe they are being ignored, “then it’s probably time to contact Trading Standards Service.” He also noted, “If you paid my credit or debit card too you might have rights to contact the credit card company who might also be liable for any breach of contract,” and advised, “People should consider if they have wedding insurance too and what possibilities there are through that.” “We get dozens of complaints yearly about different wedding services and we hear a lot of excuses. It’s important people know their rights.” Claire Webb, the acting director of Action Fraud, confirmed that reports concerning this situation had been received and that “it was assessed by the National Fraud Intelligence Bureau (NFIB) at the City of London Police but has not been passed to a police force for investigation at this time.” Ms. Webb explained, “Over 850,000 reports are made to the NFIB every year and not all cases can be passed on for further investigation.”