Consumer Reviews Policy
We welcome online reviews about your experience with us and our products and services.
Incentivised reviews must be genuine and fully disclosed
We and others may offer you incentives to leave a review from time to time and if this happens you must give your honest unbiased opinion and ensure your review explains the incentive received and starts with the word “Advert”.
How to leave a review
You need to log in to your user account (or create one if you don't have one) and then go to the relevant product page and click “create a review”. To create a user account you will have to verify your email address.
Rules for reviews (“Rules”)
Your review must:
· Reflect your genuine experience (both positives and negatives).
· Fully disclose how it has been incentivised (for example, given in exchange for a discount, free gifts, money or loyalty points). Any incentivised review must start with the word "Advert".
· Not relate to a product or service you are connected with (for example, because you (or someone in your family) has a financial interest in or works for the business that provides it).
· Not manipulate ratings (for example, you cannot submit multiple reviews for the same product or service).
· Not be defamatory, offensive or of an obscene character.
If you just have a question or need help
We want you to share your experiences of our products and services with others. However, if you just have a question for us or need help with any or our products or services, please contact our Customer Service team via our “Contact us” page.
Where and how we display reviews
Reviews for our products and services appear on our website. Someone reading a review by you can see your other reviews on our site. We publish all reviews that comply with our review rules (whether positive or negative). We create overall ratings for products by averaging the ratings received and we check and verify reviews.
We may use your reviews in our marketing
We may include all (or a representative part) of your review in our marketing material in any media (for example, on our website, in a brochure or in advertising). Your identity will not be revealed.
Please report suspicious reviews to us
If you think any review is fake or otherwise doesn't comply with our Rules please report this to us by contacting our Customer Service team via our “Contact us” page.
How we investigate and deal with suspicious reviews
If our own monitoring or a report from you or someone else suggests that a review does not comply with our Rules we will promptly investigate and may:
· Immediately remove it (or not publish it, where it has been detected before publication). We will do this where we are certain it is non-compliant.
· Investigate it further (which may involve contacting the reviewer for evidence that it is compliant) and flag it as a possibly fake review until our investigation is complete. If we then determine the review is non-compliant we will remove it.
If we identify one review as non-compliant we may remove all reviews submitted by the same reviewer and refuse to publish any further reviews from the same reviewer.
If you disagree with our decision as to whether a review is compliant you can contact our Customer Service team via our “Contact us” page. We will deal with the issue you raise in accordance with our customer complaints procedure.