What happens if my review is reported?

Reviews can be reported if they violate Trustpilot's guidelines, but if the problems identified can be addressed, we're happy to reinstate them.

We want Trustpilot to have as many genuine and helpful reviews as possible. To maintain trust, we allow people to report reviews that contravene our User Guidelines (US version, UK version). But we also balance this by requiring the person reporting to explain exactly which guideline has been contravened for each reported review, and a prohibition against abusing this tool. Where possible, our Compliance Team will work with reviewers to help them get genuine reviews back online.

Who reported my review?

Reviews can be reported for breaching Trustpilot's User Guidelines in two different ways:

Why was my review reported?

There's a range of reasons why a company can report your review and reasons why a user can notify us about your review. Every flagged review will be assessed by our Compliance Team, and if we find it contravenes our guidelines for the reason it was flagged, we'll get in touch with you and explain what's happened. So that we can get your review back online, we may ask you to modify your review (for example, remove any offensive language) 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 reports your review

All companies can report reviews that contravene Trustpilot’s User Guidelines (US version, UK version). This tool is available to all businesses, whether they subscribe to our paid services or not. We make it clear to companies what they can report for, and that they have a responsibility to report reviews correctly.

If a company reports your review, the review content and star rating are temporarily hidden while our Compliance Team assesses whether it breaches our rules. In its place, we show the reason for reporting, as written by the company:

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

Our Compliance Team will assess the company's report and either:

  • Put your review back online as quickly as possible if the reason for reporting is invalid
  • Investigate further, where we may ask you to modify your review or provide us with documentation to verify your experience, or
  • Remove the review from Trustpilot. This will only happen if there's no way to address the problem(s) highlighted in the company's report or if the edits requested are not completed to make the review compliant. You'll also be sent an email letting you know that your review has been removed.

If we contact you to edit your review or provide documentation to verify your buying or service experience, we’ll give you 7 days to reply. Note: you can send us your documentation by replying to our message or emailing compliance@trustpilot.com.

If you send us the necessary documentation or edit your review to address the problems identified, we'll put your review back online and let you know. We'll also let you know if more information is required.

If we don’t hear from you, your review will stay offline but it won't be deleted. If you respond to us at a later date, we can restore your review.

What happens when another user flags your review

Other reviewers can notify us if reviews fail to comply with our User Guidelines. We call this our "Notify Compliance Process".

Reviews that we've been notified about stay visible on Trustpilot while our Compliance Team investigates.

If there's no violation, the report will be dismissed and your review will stay online. If there is a violation and the reporting reason is valid, your review will be reported and the text and rating hidden on Trustpilot. In its place we explain that our Compliance Team has reported your review:

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

At this point, our Compliance Team will either:

  • Ask you to modify your review or provide us with documentation to verify your experience, or
  • Remove the review from Trustpilot. This will only happen if there's no way to address the problem(s) highlighted. You'll also be sent an email letting you know that your review has been removed.

If we contact you to edit your review or provide documentation to verify your buying or service experience, we’ll give you 7 days to reply. Note: you can send us your documentation by replying to our message or emailing compliance@trustpilot.com.

If you send us the necessary documentation or edit your review to address the problems identified, we'll put your review back online and let you know. We'll also let you know if we need more information.

If we don’t hear from you, your review will stay offline but it won't be deleted. If you respond to us at a later date, we can restore your review.

Why does it take so long to handle reported reviews?

Over a million reviews can be posted on Trustpilot in a month, and even if only a small percentage of these are reported, that's a lot of tickets for our Compliance Team to handle! We address each report as quickly as possible, but the process can take time because we usually allow up to 7 days for people to respond to our requests for more information.

Reported reviews and the TrustScore

The ratings attached to a review count towards a company's TrustScore unless the review is removed. This means that the ratings attached to reported reviews still count while we assess and/or address the report.

Reviews removed by our fraud detection software

We use advanced, customized software to scan the reviews in our community and detect violations of our guidelines or 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.

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