Content policy

This policy covers reviews written by visitors, reports sent to us about a listing or a review, and the listings themselves.

Reviews

Anyone can leave a review. You do not need an account, and we do not ask you to prove you were a customer — asking would keep out more honest reviewers than dishonest ones. You give a name and a rating, and write what happened. An email address is optional; it is used only to tell you if your review was removed, and it is never shown on the site.

Write about your own experience with that provider. A useful review says what the work was, what it cost, and how it went.

Do not post someone's phone number, address, identity-document number or photograph. Do not post about someone who is not the provider — a neighbour, another customer, a member of staff by name. Do not post a review you were paid or asked to write, whether by the business or by a competitor.

How moderation works

A review goes through three stages.

First, an automatic pre-filter. It checks the text against a keyword list and a few patterns — contact details, repeated characters, wording we do not allow. A review that trips the filter is held rather than published.

Second, publication. A review that clears the filter goes live straight away. We do not read every review before it appears, and a site that claimed to would be lying about its response time.

Third, a human decision. Held reviews wait in a moderation queue for a member of our team. So does anything that gets reported. A person decides in every case: the filter can hold a review, but it cannot delete one.

Reporting something

Every listing and every review has a report link. Choose a reason — inaccurate, spam, inappropriate, a safety concern, or something else — and add the detail. You do not need an account, and we do not publish who reported what.

Reports reach our team automatically. Safety reports jump the queue and are looked at before anything else. We aim to act on a report within 7 working days.

You will not always hear back, because most reports are sent without a contact address. If the report concerns your own review and you left an email, we will tell you what we decided.

What gets removed

We remove a review that names or identifies a third party, contains contact or identity details, is abusive, is clearly not about a real experience with that provider, or was written by the business or a competitor.

We take a listing down, or lower its verification level, when the phone number no longer works, the business has closed or moved, the details have gone wrong and cannot be corrected, the provider asks us to, or a report gives us reason to doubt it. A listing can also be suspended while we look into something.

We keep a record of every moderation decision, including who made it and when.

If you disagree

If your review was removed and you think that was wrong, reply to the notice we sent you. If a listing about your business is wrong or you want it taken down, write to the address in the footer — you do not need an account, and there is nothing to log into. Tell us which listing and we will deal with it.