Reviews and
Complaints Protocol
La Lista exists to bring vendors and couples closer together. There will be occasions where couples and vendors have negative experiences. La Lista’s 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 La Lista’s 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. La Lista’s Team vet all members before approval for membership. If we have reason to believe a member has broken the code of ethics their membership may 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; complaints must be supported with evidence.
FACEBOOK GROUP
Facebook Group Guidelines – La Lista: Planning Your Italian Wedding
The Planning Your Italian Wedding Facebook group is intended to be a positive, constructive, and respectful environment for all members. Please read and follow these guidelines carefully when posting in the group.
Defamation & Legal Claims
Please note that defamation is illegal in Italy. As such, any complaint that includes allegations of illegal activity—such as fraud, theft, or breach of contract—will be subject to the following policy:
Evidence Request: La Lista will request supporting evidence to be submitted within 24 hours of the post being made.
La Lista will add a comment to the post explaining it is being investigated and requesting evidence. All comments will be disabled after this.
No or Insufficient Evidence: If no evidence or insufficient evidence is provided within 24 hours of the post being published, the post will be permanently removed and the complainant sent feedback.
Public Nature of the Group
This group is on the public space of Facebook. Anything you post here can be seen, shared, or referenced by other members - including La Lista. Please be fully aware of this when posting sensitive or personal information. La Lista does not allow anonymous posts in this Facebook community. All posts must be made under your real profile to maintain trust and transparency. La Lista does not permit the sharing of vendor or venue contracts and quotes within this Facebook community. Posts containing these materials will be removed for legal reasons.
Complaints About Vendors
If a complaint is made about a vendor who is a member of La Lista’s Directory:
The La Lista team will notify the vendor within 24 hours of seeing the complaint.
Notification will be made via email, and the vendor will be invited to respond.
Please note that the La Lista team monitors this group daily, but not continuously.
Community Conduct Rules
We fully support constructive reviews—these are welcomed when shared respectfully. However, we do not allow:
Mentions of legal matters, including but not limited to fraud, theft, or abuse.
General complaints or vague negativity about a company or client without specific issues being outlined.
If your post breaks these rules:
You will be notified and given 24 hours to edit the post to comply with the guidelines or provide evidence.
If no action is taken within that time, the post will be removed.
Dispute Resolution & Responsibility
We strongly encourage all couples to try to resolve issues directly with vendors before any further action is taken.
Please note that:
La Lista is not responsible for the performance of vendors or the content of member reviews.
Rude or abusive behaviour towards La Lista staff will not be tolerated. If this occurs, we reserve the right to end the conversation immediately.
COMPLAINTS PROCEDURE
If a complaint is made about a vendor or venue —either in a Facebook group or privately via email—La Lista will follow this process:
Assessment: The team will use its discretion to assess the severity of the issue.
La Lista will add a comment to the post explaining it is being investigated and requesting evidence. All comments will be disabled after this.
Vendor Notification:
If the complaint is public, the vendor will be notified by email within 24 hours of La Lista seeing the complaint and invited to respond.
If the complaint is private (via email or direct message), the vendor will still be notified of the complaint by email if they are a member of La Lista’s Directory. Specific details of the complaint will be shared at La Lista’s discretion.
Right to Respond: If the complaint is public, the vendor will be offered the chance to comment underneath the original post. In all cases, they will be invited to share their side.
Evidence Collection: Evidence will be requested from the complainant to support the claim. La Lista will assess the validity of the complaint based on what is provided. Evidence will be requested within 24hrs.
Directory Members:
If the vendor is a La Lista Directory member, the team will investigate and conclude whether the La Lista Code of Ethics has been breached. If the Code of Ethics has been broken, the member will be informed via email and removed from The Directory immediately. No membership fees will be refunded.
If a private complaint is found to be valid, a formal note will be added to the vendor’s record which may inform how any future complaints are handled.
Non-Members:
If the vendor is not a Directory member, La Lista’s role ends after notification. The complainant and vendor will be encouraged to resolve the issue privately. A formal note will be added to La Lista’s internal records, which may be used for any future applications by the vendor to The Directory.
We appreciate your cooperation in supporting La Lista’s mission for authenticity and transparency in the Italian wedding industry.
