Review guidelines

A review should

• be about your own experience with the company, within roughly the last 3 years
• describe what happened: what you bought or booked, what went well or badly, how the company responded
• be written by you, in your own words

We remove reviews that

• don’t describe a real experience, for example fake, copied or bulk-written reviews
• contain personal information such as phone numbers, home addresses, order numbers or the full names of staff who aren’t public-facing
• are abusive: hateful, threatening, harassing or sexually explicit
• have a conflict of interest: written by the company, its staff, their family, or a competitor
• aren’t about the company, such as political posts or reviews meant for a different company

We don’t remove reviews because they’re negative, because a company disagrees with them, or because a company asks or offers to pay.

For businesses asking for reviews

• Ask all your customers, not only the ones you expect to be happy.
• Don’t offer anything in return for a review, or for a positive one.
• Don’t write reviews of your own company or a competitor, or ask staff to.

Reviews that were bought, swapped for perks or written by the business itself can be removed under the rules above.

Reporting a review

Anyone can report a review with the flag button on it. A moderator reviews each report against these guidelines. If a review is removed, we email the author with the reason, and they can reply to ask us to take another look.