Review Policy

This policy outlines how customer reviews are collected, verified, moderated and published on our website and any other platforms where we display feedback. It is designed to align with the requirements of the Digital Markets, Competition and Consumers Act 2024 (DMCCA).

This policy applies to all reviews related to our services, including those displayed on our website, those submitted through third-party platforms, and any feedback used in our marketing materials.

Purpose of this policy

The purpose of this policy is to ensure that all published reviews reflect genuine customer experiences. It explains the steps we take to prevent fake, misleading or concealed incentivised reviews, in line with the DMCCA. It also provides transparency on how reviews are handled.

How reviews are collected

Customers may submit reviews through the following channels:

• Independent review platforms that we link to or display such as Google or TrustPilot
• Email or SMS invitations sent after a completed service
• Voluntary feedback received through our internal team

We only publish reviews supplied by customers who have had direct experience with our service.

Verification and authenticity checks

To help prevent fake or misleading reviews, we take the following steps:

• Confirming that the reviewer is a genuine customer of Home House Buyers
• Checking internal records to verify that a valuation, offer or transaction took place or that we have had any contact whatsoever with the individual leaving the review.
• Screening submissions for suspicious, irrelevant or duplicated content
• Removing reviews where authenticity cannot be confirmed

We do not alter the wording of customer reviews. If a review contains personal data, inappropriate language or sensitive information, we may redact or decline to publish it.

Moderation approach

Incentivised reviews

We do not provide incentives in exchange for positive reviews.
If we run a campaign where customers may leave a review in return for an incentive (such as entry into a prize draw), we will:

State this clearly in the invitation

• Ensure incentives apply to all reviews, not only positive ones
• Label all incentivised reviews when they are published

Incentivised reviews are never concealed.

Publication of reviews

We aim to publish reviews in a balanced and representative manner. This includes displaying both positive and negative feedback, provided it meets the standards outlined in this policy.

We do not:

• Selectively publish favourable reviews
• Remove genuine negative feedback
• Arrange reviews in a way that misrepresents customer experiences

If a reviewer requests removal or an update to their review, we will action this promptly.

Responding to suspected fake reviews

If a review appears to be fake or misleading, we may:

• Request evidence confirming the reviewer’s experience
• Compare the submission with internal records
• Decline to publish or remove the review if authenticity cannot be verified

Anyone may report a suspected fake review to our customer support team.

Complaints about reviews

Customers who believe a review is inaccurate or inappropriate may contact us. We will investigate and provide a response.

Prohibited content

Under the DMCCA, the following is not permitted:

Fake Reviews
Reviews that falsely claim to be based on a genuine experience. This includes submissions from individuals who have not used our services, employees submitting content without disclosure, competitors or any third party without direct experience.

Concealed Incentivised Reviews
Reviews submitted in exchange for an incentive where the incentive is not clearly disclosed.

Misleading Presentation of Reviews
Practices such as displaying only positive reviews, suppressing negative feedback, or publishing content associated with a different service or location.

Our obligations under the DMCCA

We take reasonable and proportionate steps to prevent, identify and remove prohibited content.

Verification and prevention

Our approach includes:

• Inviting reviews only from customers with direct contact or a completed service
• Verifying reviewer identity when necessary
• Monitoring submissions for suspicious patterns or duplicated content
• Ensuring employees review only as genuine customers and declare their employment relationship
• Periodic review of systems and processes to ensure effectiveness

Moderation and publication

Reviews are handled consistently, regardless of sentiment:

• Genuine reviews are published without edits other than removal of profanity, personal data or defamatory content
• We do not remove or delay reviews because they are critical
• Reviews are typically published in chronological order
• Reviews unrelated to our service or not meeting relevance criteria may be declined
• Customers may choose between public review platforms and private complaints processes without being redirected

Incentivised reviews

If a review is linked to an incentive, we will:

• Allow any type of review, positive or negative
• Clearly disclose the incentivised status using visible on-page labelling
• Require all content to reflect the genuine experience

Undisclosed incentivised reviews will be removed or relabelled immediately.

Reporting suspected fake reviews

Reports may be submitted to our customer support team. We will:

• Review the submission
• Check it against internal records
• Request additional information from the reviewer if required
• Remove the review if it is confirmed as prohibited content
• Notify the reviewer where appropriate

Data protection

Any personal data processed as part of the review system is handled in accordance with our Privacy Notice. We may redact information within a review if it includes personal or confidential details.

Contact information

If you have questions about this policy or wish to report suspected non-compliant content, please contact:

Home House Buyers Ltd
Email: info@homehousebuyers.co.uk
Address: 2 Grimbald Crag Court, Knaresborough, HG5 8QB

This policy may be updated periodically to reflect changes in processes or regulatory requirements.