Content policy

This is what may and may not be published here, across reviews, questions, answers, company profiles and replies. The review guidelines cover reviews specifically and in more detail.

Never published, wherever it appears

• Personal data. Account numbers, reference numbers, card details, addresses, or anybody’s contact details — including your own.
• Named junior staff. Criticise the company, not an individual employee who has no right of reply here.
• Abuse, slurs and threats.
• Allegations of crime or fraud stated as established fact. Describe what happened to you. A court decides the rest, and a regulator is the right place to report it.
• Content written in exchange for something. Payment, a discount, a refund or a prize draw entry. Asking customers for reviews is fine; paying for them is not, and conditioning any incentive on a positive review is prohibited outright.
• Content from anybody connected to the company — staff, owners, family, agencies acting for them, or competitors.
• Marketing. Promotional links and copy are removed.

Company-supplied information

A company describing its own services may say what it offers. It may not make comparative claims about competitors, quote figures it cannot evidence, or describe itself in terms that imply regulatory approval it does not hold.

Edits to a claimed listing go through moderation before they appear. A listing that is already live stays live while its changes are reviewed — a company is not taken off the site because it tried to update a phone number.

Replies from companies

A company may reply publicly to a review, once. The reply is moderated on the same terms as the review. A reply that identifies the reviewer, discloses their account details, or threatens them is removed.

How decisions are made

A person reads every submission before it is published, and a person makes every removal. Automated scoring exists, but it only decides what a moderator looks at first — it never publishes or removes anything by itself.

If something of yours is not published, you are told which rule it relates to. You can contest that decision once, and a person reads the appeal.

What is not grounds for removal

Being negative. Being inconvenient. Being disputed by the company without a reason we can check. A company that disagrees with a review has a public reply available to it, and that is the right tool.