Articles
- What does TrustSays remove, and what stays?We only remove reviews that break one of the seven rules. Criticism, even harsh criticism, stays.
- The seven rules for reviewsEvery decision refers to one of seven rules. Here's what they mean, with examples.
- My review has been held back or removed. What do I do?You get an email with the decision and the reason. You can edit the review, or appeal if you disagree.
- Held back or removed: what's the difference?A review that has been held back can be edited and shown again. A removed review can be appealed.
- Edit a review that has been held backFix what the decision is about and save. The review is then checked again and can become public.
- How to read a decision and the reasonEvery decision names the rule, gives a reason and tells you who made it, and the latest date you can appeal.
- Appeal a decisionYou can appeal for free within 6 months. A different member of staff from the one who made the decision reviews the case.
- Case numbers: what they're for, and where to find themReports, decisions and misuse reports get a case number such as TS-2026-482130. Use it when you contact us.
- Report a review that breaks the rulesChoose Report next to the review, choose what's wrong, and send. You get a case number, and a moderator looks at the case.
- Report a review as a companyFrom the dashboard you can report a review that breaks the rules. Disagreeing with the criticism is not a reason.
- Report misuse, a fake profile or bought reviewsUse Report misuse for anything other than one specific review: fake profiles, bought reviews and pressure from companies.
- Fake reviews: how we find themReports and signals in the data help us find fake reviews, and a moderator always decides the case.
- Pressure from a company: they may never demand deletionA company may never pressure you to delete or change a review. You decide, and you can report the pressure.
- Warnings on company profilesA yellow warning means the company has broken the rules, e.g. with manipulated reviews. It can't be bought away.
- The trust report: the figures behind moderationEvery year we show how many reviews we've checked and removed, why, and how many appeals were upheld.
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