Customer-review standards

Actual experience only

Reviews must come from the tradesperson who performed the work. No invented reviews, impersonation, copied reviews presented as site submissions, incentives for a particular rating or fabricated popularity. A reviewer must be able to substantiate material factual claims.

Keep the account relevant and fair

Describe agreed work, dates, communication and payment facts. Separate personal opinion from factual allegations. Include relevant context and update the account when a payment or dispute is resolved. An invoice disagreement is not automatically evidence of dishonesty.

Protect people’s information

No public phone numbers, emails, exact addresses, identification documents, bank details, children’s information, medical details or information about sex life, ethnicity, religion or political beliefs. Do not include criminal-offence accusations. Initials and postcodes can still identify someone; they are not automatically anonymous.

No threats or discrimination

No insults, threats, harassment, discriminatory comments or encouragement to target a person. Customer search must not be used for blacklisting, retaliation, bulk lookup, marketing lists or solely automated decisions about accepting work.

Before publication

A future service must verify the reviewer’s identity, assess evidence and the lawful basis, give required information to the customer, review potential identification and harm, and apply human moderation. A checkbox does not substitute for customer consent, evidence or a lawful-basis assessment.

Challenges and corrections

Anyone affected can use the confidential request form without signing up. Assess mistaken identity, inaccurate allegations and objections promptly. Restrict disputed material while investigating where appropriate; request only proportionate evidence. Do not automatically delete or dismiss a complaint because it is inconvenient.