Complaints

What do I do if I have a complaint?

Our members commit to making every effort to solve a problem if one arises, and there is almost no situation with a client that they haven't already experienced.

So, in the unlikely event you do have an issue, please raise it first with your photographer in a polite and pleasant way. He/she will do their best to resolve the situation. You'd be amazed how often that is the best solution

But we take the conduct of our members, and the value of our 'APHP Approved' brand very seriously, so if that hasn't worked, the APHP provides a neutral arbitration service.

A bad hair day, having taken tops you don't like, or feeling that the shots aren't quite hitting your casting are probably not grounds for complaint to the APHP.

If you have not received the service for which you paid, the rate charged differed from the rate advertised, or you feel there has been unprofessional behaviour, then there are probably grounds for complaint.

If you believe you do have grounds for genuine complaint, please let us know:


YOUR NAME
DATE OF YOUR SHOOT
ISSUES THAT YOU HAVE HAD
WHAT MEASURES HAVE BEEN TAKEN SO FAR TO RESOLVE
COPIES OF ANY CORRESPONDENCE BETWEEN PARTIES
COPIES OF PHOTOS /Contact sheet access (IF RELEVANT)


A three-person APHP team will review your issue, discuss it with the member in question and take steps to facilitate a solution. That might include email correspondence between all parties, conversation with you and your agent or even a face-to-face meeting.


Do understand that we do not and cannot require action of either person, only provide a neutral forum to resolve the problem, that does not favour one side over the other.


You will receive a final written response within a calendar month of your complaint being received.


Complaints Procedure for Members


We take the conduct of our members and the satisfaction of the clients who trust our 'APHP-Approved' brand seriously.


As a Qualified member of the APHP, you agree to abide by the Code of Conduct and to deliver the highest quality service, which includes making every reasonable effort to resolve an issue with a client amicably.


In the unlikely event there is a complaint, the APHP will do its best to act as neutral mediators. A three-person APHP team will review the issue, talk to you about what has happened and ask to see any correspondence or photos you might like to share, as well as doing the same with the client, and take steps to facilitate a solution.


That might include email correspondence between all parties, conversation with you and your agent or even a face-to-face meeting.


We know it can be be annoying and stressful having your work or conduct questioned by a client, and do understand that we don't and can't require action of either person, only provide a neutral forum to resolve the problem, that does not favour one side over the other.


What is APHP approved?

APHP-Approved is a neutral hallmark of quality and expertise in a crowded marketplace. Wherever you see it, you can be sure of working with an APHP-qualified photographer who is fair, reliable and responsible, possessing the experience, skill and knowledge to provide you with the highest quality headshots.

All content ©The APHP 2015 / Except images © individual members as noted. The APHP is a non-profit unincorporated association based in the UK. The APHP name, The APHP logo & 'H Approved' logo are trademarks of The APHP. No reuse or reproduction without express permission. Please note: The APHP assumes no legal responsibility for the choice of photographer made by individuals using this site, nor for contracts for services made between individuals or businesses and photographers. The 'H Approved' logo constitutes an indication that the individual photographer is a member of the APHP, but does not constitute a legal guarantee or endorsement and the APHP accepts no liability for the acts or omissions of its members.