Review guidelines

Reviews are the point of this site. These rules exist so they stay worth reading — for the next person deciding, not for the company being reviewed.

Write about your own experience

• Review a company you actually dealt with. Not one you read about, and not a competitor.
• Say what happened. Specifics help people far more than adjectives.
• One review per experience. Write again if something changes — do not repost the same review.

What we will not publish

• Reviews naming an individual member of staff. Criticise the company, not a named junior employee who cannot reply.
• Anything containing personal data — account numbers, reference numbers, addresses, anyone's contact details, including your own.
• Abuse, slurs, or threats.
• Allegations of crime or fraud presented as fact. Say what happened to you. A court decides the rest, and a regulator is the right place to report it.
• Reviews written in exchange for anything — payment, a discount, a refund, 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.
• Reviews by anyone connected to the company — staff, owners, family, agencies acting for them, or competitors.
• Marketing. Links and promotion are removed.

A review is not a complaint

A review tells the next person what happened to you. It does not ask the company for anything, and publishing one will not get you a refund.

If you want something put right, use “Making a complaint” on that company’s page. It goes to them privately, we never publish it, it does not affect their rating, and the page names the ombudsman or regulator who takes it next if they will not help — which is usually free, and is the part most people do not know exists.

You can do both. They are separate, and neither one affects how we handle the other.

How moderation works

Every review is read by a person before it appears. We also score submissions automatically for signs of coordinated or fake activity — that score decides what a moderator looks at first, and never whether a review is published. A human makes every decision.

If we do not publish your review, we tell you and we tell you why. That is a decision about these guidelines, not about the company, and you are welcome to write again.

What companies can and cannot do

A company can reply publicly, once, and can report a review it believes breaks these rules. That is all.

A company cannot edit your review, hide it, have it removed for being negative, or pay us anything to make any of that happen. See our neutrality policy.

If you think a review is wrong

Anyone can report a review. Tell us which rule it breaks. "It is unfair" or "it is inaccurate" is not something we can verify and is not grounds for removal on its own — the reply is the right tool for that.