What happens if my review is flagged?

To maintain trust, we allow anyone using Trustpilot to flag reviews that violate our guidelines.

Why was my review flagged?

There's a range of reasons why a company can flag your review and reasons why another user can flag your review. We assess whether the review contravenes our Guidelines for Reviewers (US version, UK version) for the reason it was flagged, and if it does, we'll get in touch with you and explain what's happened. We may ask you to modify your review (for example, to remove any personal information) or provide us with documentation to verify your experience.

For a refresher on writing reviews within the rules, here's 8 tips for writing great customer reviews.

What happens when a company flags your review

All companies can flag reviews that contravene our guidelines—regardless of whether they use our free or paid services—and we make it clear that they have a responsibility to flag reviews correctly.

If a company flags your review, the review content and star rating are temporarily hidden while our Content Integrity Team assesses whether it breaches our rules.

Note: You'll still be able to see your review in full if you log in to your user profile.

We'll then either:

  • Put your review back online as quickly as possible if the reason flagged is invalid.
  • Investigate further, where we may ask you to modify your review or provide us with documentation to verify your experience so that we can put your review back online.
  • Remove the review from Trustpilot. This will only happen if you weren't eligible to write a review in the first place or you don't edit your review to make it compliant. You'll be sent an email letting you know that your review has been removed.

What happens when another user flags your review

Other consumers can also flag reviews that don't comply with our guidelines. These reviews stay visible while our Content Integrity Team investigates.

If there's no violation, the report will be dismissed and your review will stay online.

If there is a violation, our Content Integrity Team will temporarily hide the review text and star rating.

Note: You'll still be able to see your review in full if you log in to your user profile.

We'll then either:

  • Ask you to modify your review or provide us with documentation to verify your experience so that we can put your review back online.
  • Remove your review from Trustpilot. This will only happen if you weren't eligible to write a review in the first place or you don't edit your review to make it compliant. You'll be sent an email letting you know that your review has been removed.

Reviews removed by our fraud detection software

We use advanced, customized software to scan reviews and detect violations of our guidelines and reviews whose authenticity cannot be verified. A number of reviews are removed automatically by our software.

If this occurs, you'll be sent an email notifying you that your review has been removed. You'll also be given the opportunity to contact us if you believe there's been a misunderstanding.