Review policy
This policy is awaiting final approval. No reviews are published on this site yet.
How we collect, check and publish customer reviews of our members, and what we do about fake or misleading reviews.
Who can leave a review
Only customers who have had work done by the member, in the last 12 months, can leave a review. Each review must be about one job and written by the customer.
How we check reviews
- We confirm the reviewer's email address or phone number before publishing.
- We check with the member that the job took place, without telling them the rating or wording first.
- We look for signs of fake reviews, such as several reviews from the same person, address or device, reviews in a burst, or reviews from people connected to the business.
- If we cannot check a review, we do not publish it, and we tell the reviewer why.
What we publish
- We publish every review that passes our checks, positive or negative. Members cannot pay to remove, hide or reorder reviews.
- Reviews are shown newest first, with the reviewer's first name and initial, their town, the month of the job and the date published.
- A member's average rating is worked out from all its published reviews on this site. We do not copy ratings from other websites.
- Members may post one public reply to each review.
What we do not allow
- Reviews written by the member, its staff, family or anyone connected to the business, or by a competitor.
- Reviews given in return for payment, a discount, a gift or any other reward. Members may ask every customer to leave a review, but not only happy ones.
- Abusive, discriminatory or defamatory content, or personal information about other people. In these cases we remove only the problem wording where possible, and say we have done so.
Sanctions
If we find fake reviews or reviews that were paid for, we remove them and may also suspend or remove the member. Where it is appropriate, we may put a notice on the member's profile saying that reviews were removed.
Connected members
The scheme operator is connected to two founding members (see our terms). Their reviews go through exactly the same checks as every other member's.
Report a review
If you think a review is fake or breaks this policy, use the complaints form and tell us which review it is.