Privacy Notice

Customer Review Policy

We are proud of the products and services we provide our customers and welcome feedback from anyone that uses them.

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.

Our Promise

We take all reasonable steps to ensure we display honest reviews on our website and in our communications.

We do not allow fake reviews

All reviews should come from real customers who have had a 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 request its removal from any known websites that are not managed by us.

We do not incentivise our reviews

We don't offer rewards or incentives for reviews, whether they are positive or negative.

How to submit reviews - Using Trustpilot, other platforms and our direct surveys

We encourage customers to leave honest reviews - both good and bad. We don't hide negative reviews. All reviews are shared publicly on the third-party platforms we use. We use Trustpilot and may use other third-party platforms to collect and display customer reviews.

We use Trustpilot and may use other third-party links and features on our site to direct you to our customer reviews. As an example, we may show a selection of the most recent 4 and 5 star reviews from Trustpilot in a scrolling display. This will be made clear and upfront, and you can read all customer reviews by clicking on the total number of reviews to access our full Trustpilot page.

We may also invite you to share your 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.

Some of the positive feedback we receive may be used as testimonials in 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.

Reviews versus Complaints

It's important to understand the difference between leaving a review and making a complaint and how we handle reviews versus complaints.

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 [us and] 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 contains further information and details 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 that you follow the review guidance on Trustpilot or any other third-party site you use. All customer reviews, whether positive or negative, are welcome.

Reporting a fake review

If you believe any review is fake and does not reflect a genuine experience with us, please report this to us by clicking the 'flag' button on the review, so this can be investigated. We will not alter or remove any reviews unless they are fake, banned, contain personally identifiable information, or are derogatory towards named colleagues.

Posting reviews

When posting a review, please remember to:

• Be truthful and share your genuine 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

Your review helps future customers understand what to expect from us.