Members of our community - including reviewers - can let us know about reviews that violate our guidelines via our "Notify Compliance" function.
Our Notify Compliance feature emphasizes our belief that at Trustpilot, we're a community that works together to maintain trust and integrity. This feature allows any community member to notify us about reviews that violate our User Guidelines (US users, UK users).
When should you notify Compliance about a review?
You can't notify Compliance about your own review, but you can modify or delete it.
If you notify us about a review, you need to be able to describe the problem and provide evidence if you have any. Be aware that notifying a large number of reviews or re-notifying reviews you've previously flagged without good reason can be considered misuse of the Notify Compliance function.
How does the Notify Compliance process work?
Each notification from a community member generates a ticket that is sent to our Compliance Team. They conduct an investigation into each notified review.
Because we believe in transparency, notified reviews remain visible on Trustpilot until we have evidence of a violation. This helps ensure that company profiles show all genuine consumer feedback and reviews are not unjustly removed. For example, if we allowed instant removal of reviews during the investigation process, this could be misused by companies that want to block their competitors’ positive reviews.
Therefore, we continue to show notified reviews unless and until we find that a review violates our rules and needs to be reported.
How do I notify Compliance about a review?
- Find the review you want to notify us about. Click on the Notify Compliance button.
- Tell us why you're notifying the review in the text field provided and specify which part of our User Guidelines it contravenes. A minimum of 50 characters is required.
- Click on Submit notification to Compliance.
- You'll see an onscreen thank you message to show that our Compliance Team has been notified. Note: We appreciate your assistance, but privacy reasons mean that we won't be able to update you further about what happens with the review.
What happens after I notify Compliance about a review?
- A notification is sent to our Compliance Team.
- Our Compliance Team investigates the review to see if it violates our User Guidelines as specified in the notification. During this process, we continue to show the notified review and still count it in the star rating and TrustScore.
- If the review violates our User Guidelines, our Compliance Team creates a report. At this point, the review will be temporarily hidden.
- Our Compliance Team may email the author of the review and ask them to take action, as determined by the nature of the violation. For example, if the review has coarse language, the reviewer will be asked to remove the coarse language from the review.
- When/if modifications are made to address the identified problem, the review can be returned to the company profile. If no action is taken, the review will be removed from Trustpilot.
What happens if someone notifies Trustpilot’s Compliance Team about my review?
You won't be sent an email if someone notifies us about your review. However, if your review does violate our guidelines and is reported by our Compliance Team, you'll receive an email advising what action to take to help you get your review back online.
How should business users notify and report reviews?
Business users shouldn't use the Notify Compliance to flag reviews about their company. Instead, they can report reviews from their business account if those reviews breach our guidelines (see which reasons companies can report reviews for here). Businesses that don't have an account can sign up for free.
If you're a business user who wishes to notify Trustpilot about a review on another company's profile, you can follow the Notify Compliance procedure as a Trustpilot community member.
If you have any questions, feel free to get in touch with us here.