How do we handle misuse of our notification tool by users?

You can notify us about a review that violates our User Guidelines by clicking on the flag icon under the review, but be sure to use this tool correctly.

What happens when you notify a review?

If you've let us know about a review that breaches our guidelines, your notification will send a ticket to our Compliance Team.

We investigate each and every flagged review. We ask users to change those reviews if they breach our User Guidelines or — if it's not possible to fix the problem — we keep the reviews in question offline.

We’re always grateful for your help in flagging unusual activities on our platform, but sometimes we can’t provide specific details about how our investigation is proceeding, or our findings about individual reviews. This is because we have to comply with privacy rules.

What is misuse of the notification tool?

Only click on the flag icon if you genuinely believe that a review violates our User Guidelines because it contains your personal details, has offensive language, or you have reason to believe it's a fake review. Misuse of this function includes (but isn’t limited to):

Notifying genuine reviews that comply with our guidelines to get these reviews removed

Example: John doesn't like Company B because he's had a bad experience with them, so he flags 15 of their 5-star reviews. John doesn’t think the company deserves a good Trustpilot rating, but he can’t correctly point to any specific personal information, offensive language or evidence that each review is fake.

Re-notifying the same review, after it has already been investigated and found to meet our User Guidelines

Example: John can see that one of the 5-star reviews for Company B he notified last month is still visible on Trustpilot. After John flagged it, the review was investigated by Trustpilot’s Compliance Team who found, correctly, that it didn't contravene the User Guidelines because there was no personal information, offensive language, or evidence that the review was fake. That’s why it’s back online. John simply doesn’t like Company B, so he flags the review again.

Flagging a competitor domain’s positive reviews

Example: An employee of Company D finds her main competitor's domain on Trustpilot and flags 4 and 5-star reviews of that business so that these are investigated. Company D’s employee simply wants to damage the rival business’s reputation.

What happens if we suspect misuse?

If our Compliance Team detects suspicious patterns in notification behavior, we investigate and follow up directly with the Trustpilot user involved.

What action do we take against misuse?

We see the behavior outlined above as a breach of the User Guidelines that people agree to when signing up to Trustpilot. It's also a material breach of our Terms & Conditions. This means that we take it very seriously.

Our usual process is to send a warning to the person in question to inform them about the problem(s) and ask them to stop notifying reviews incorrectly. If they persist, or the behavior is particularly severe, our Compliance Team may block access to their account.

Note: Trustpilot also has a whistleblower function. Read about how it works here.


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