Newlywed's 'anger and hurt' over wedding video delays

Dozens of newlyweds have expressed their "anger and hurt" at not getting their wedding films after paying thousands to a County Londonderry firm.

BBC News NI has seen contracts between couples and videography business Northbound Hearts in Limavady.

Some customers have been waiting a year or more for their wedding videos.

Nathan Henry, who runs the business, said he had been unwell and apologised to his customers.

Siobhan McGowan from Drumsurn, who got married in December 2023, still has not received her wedding film, despite paying £1,400 to Northbound Hearts.

"It was excuse after excuse and the silence and lack of communication has been deafening," she said.

"I booked him in January 2022 and our wedding was in Dungiven in December 2023," said Mrs McGowan.

"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 said she made several attempts to communicate with Northbound Hearts adding she "didn't hear from [Mr Henry] for months and months apart from one time to say he wasn't well".

"People want their wedding video to remember the good times. To be honest it has left me feeling full of anger, hurt and frustration," she added.

"It's simple – this is not what we signed up for or paid for. It's a disgrace and heartbreaking really."

Bernie McDevitt from Magilligan, who got married in March 2024, told BBC News NI that it 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," said Mrs McDevitt who paid £1,100.

"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, from Northbound Hearts, told BBC News NI that he was "incredibly sorry" but had been struggling with an illness over the past few years.

He said he will have all the outstanding films completed soon.

Mr Henry said he had filmed more than 300 weddings over the last 10 years.

BBC News NI offered Mr Henry the opportunity to do an interview but he chose to reply by email.

"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," Mr Henry said in his email.

"Everyone's films are safely stored... I will have every remaining video uploaded and delivered by then [January]."

Twenty couples have told BBC News NI they received a similar message about Mr Henry's health in the past but others said they did not.

Despite some couples receiving their films over the past two years a number of people have come together in a group chat to discuss how they feel they have been treated.

Trading Standards Service (TSS) in Northern Ireland said it could not comment on the detail of individual cases "as this may prejudice any ongoing or subsequent investigation".

The TSS said 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, added: "If consumers have any issue with a wedding videographer they have rights under the Consumer Rights Act 2015.

"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 said that if consumers feel they are being ignored "then it's probably time to contact Trading Standards Service".

"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," he added.

"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, acting director of Action Fraud, said it had received reports regarding this case 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".

"Over 850,000 reports are made to the NFIB every year and not all cases can be passed on for further investigation," said Ms Webb.