Your feedback is important because it helps us improve and allows us to make better informed decisions.
This policy explains how we handle customer reviews, including those collected through Trustpilot and other third-party platforms, as well as through our own direct surveys. These third-party platforms have established independent mechanisms to verify the authenticity of reviews and we work closely with them to ensure that the reviews and review information we publish on our sites are accurate, genuine, and trustworthy.
Our promise
We are committed to ensuring compliance with relevant consumer protection law (including the Digital Markets, Competition and Consumers Act 2024 (DMCC Act)) in relation to fake reviews, concealed incentivised reviews and misleading consumer review information. This includes taking steps to ensure that customer reviews in relation to our products and services are honest and transparent and that fake reviews, concealed incentivised reviews and misleading consumer review information are not published on our sites.
We take all reasonable steps to ensure we display honest and transparent reviews and consumer review information on our website and in our communications.
No fake reviews: We don’t allow fake reviews. All reviews should come from real customers and should be based on their genuine experience with us. We will never display any reviews which we know are or believe to be fake.
If we reasonably suspect a review to be fake, we will take steps to remove it or take reasonable steps to request its removal from any known websites that are not managed by us.
No misleading information: We’ll make sure that any information based on customer reviews, such as overall customer review ratings or the total number of customer reviews, is not misleading. We will not publish information which we know or believe to be misleading.
No incentives for reviews: We don’t offer rewards or incentives for reviews, whether they are positive or negative. Our customer review policy applies to reviews by our employees, or the friends and families of employees. Any reviews published by these individuals are genuine reviews and published in the individual's capacity as a user of the product or service, rather than in exchange for any incentive offered by us.
Using third party platforms and our direct surveys
We encourage customers to leave honest reviews – both good and bad. All reviews are shared publicly on the third-party platforms that we use from time to time to collect and display customer reviews. We don’t delete or prevent negative reviews.
Collection by third party platforms
The third-party platforms we use publish their own policies for managing the risk of fake reviews and publication of misleading consumer review information on their websites.
We periodically review the policies and procedures implemented by our third-party platforms in relation to consumer reviews to ensure they are adequate and comply with relevant laws. Our reviews focus on ensuring these third-party platforms have adequate processes in place to prevent, detect, investigate and remove suspected fake reviews, concealed incentivised reviews and misleading review information, and that their policies and procedures continue to remain effective.
Publication on our sites
Reviews and consumer review information collected by third party platforms is published on our own webpages, through the use of widgets and other interfaces.
Where we rely on widgets or similar interfaces, these are updated to reflect the most recent reviews collected by the third-party platform. Unless explicitly noted on the widget display, we do not apply any filters or selection criteria to the review information on display. We display consumer reviews in chronological order, with the most recent consumer reviews visible first. As the widget display is limited, older reviews may not be visible.
Direct surveys
We may also invite you to share feedback through our own direct surveys. These surveys are sent to customers after their interactions with us to gather feedback on their experience. When we receive feedback through these channels, we use it to improve our services and share customer experiences. This feedback is generally not published as a consumer review and is not included in the review scores published on our websites.
Some of the positive feedback we receive may be used to create testimonials for our marketing materials.
If we ever use your feedback as a testimonial, we will ensure we have your permission, your privacy is respected and that it’s done in line with our privacy policy, available on our website.
Reviews versus complaints
It’s important to understand the difference between leaving a review and making a complaint.
Here’s the difference:
Customer reviews: A review on Trustpilot or on other third-party platforms is an opportunity to share your overall experience with us publicly. It can be positive or negative and helps other consumers understand what we’re doing well or where we could improve.
Customer complaints: A complaint is where you feel like we’ve let you down in some way. Complaints are handled privately and are not shared publicly.
If you have a complaint, we encourage you to contact us directly and we’ll try to sort things out as soon as possible, or we’ll do our best to make everything a bit clearer. Our website and your customer documentation contain further information on how to get in touch about a complaint.
Customers can leave both a negative review and make a complaint.
Your role as a customer: We encourage you to leave an honest review based on your experience and kindly ask you follow the review guidance on Trustpilot or any other third-party site you use. All customer reviews, whether positive or negative, are welcome.
If you believe any review is fake and does not reflect a genuine experience with us, please report this to Trustpilot by clicking the ‘flag’ button on the review, so this can be investigated. Alternatively, please contact us directly using the Contact Us options on our website. We will not alter or remove any reviews unless they are fake, banned, contain personally identifiable information, or are derogatory towards named colleagues.
When posting a review, please remember to:
- Be truthful and share your real experience
- Use respectful and appropriate language
- Avoid posting anything that could be harmful or unfair to others
- Not post multiple reviews for the same experience
- Not include any personal information, such as full names or addresses
Your review helps future customers understand what to expect from us.