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Review and Comments Policy

Last updated: 20th October 2026

1. What this policy covers

This Review and Comments Policy explains the rules for reviews, ratings, comments, survey responses and other feedback submitted about listings on the site, whether the listing is for a care home or a home care agency. It forms part of our Terms of Use and should be read alongside our Terms of Use and Privacy Policy.

2. Who can write a review

You can write a review if, within the last 2 years, you have had first-hand experience of the provider concerned. A review must be based on that direct experience, not on something you have heard about from someone else. You can write a review if you are:

  • a resident or client of the provider;
  • a family member or friend who was involved in their care; or
  • a legal representative, such as an attorney or advocate, who was involved in their care.

You must not write a review if you are:

  • an owner or manager of the provider;
  • a current or former member of the provider’s staff;
  • anyone paid by the provider, in any capacity; or
  • an owner, manager or member of staff of a competing provider.

Reviews dated before 20 October 2026 were carried over from an earlier version of this site and show their original date.

3. What your review must be

Your review must be honest and based on your own first-hand experience. Please keep it relevant to the care or service you experienced. You must not submit content that:

  • is false, misleading, exaggerated or not based on a genuine experience;
  • is defamatory, abusive, threatening, harassing, discriminatory or obscene;
  • identifies or reveals confidential information about residents, service users, staff or other individuals, unless you are lawfully entitled to disclose it;
  • includes the full name, contact details or a link identifying a member of staff, a resident or a client, other than yourself;
  • impersonates any person or misrepresents your connection to a provider;
  • is advertising, spam or undisclosed promotion; or
  • is unlawful or infringes any third-party rights, including intellectual property or privacy rights.

4. Fake and incentivised reviews

A review is fake if it claims to be based on a genuine experience of the provider but is not. A review is incentivised if the reviewer was offered or given a reward for writing it, or for writing a positive review, and this is not made clear.

We do not sell, buy or trade reviews. Nobody, including a provider, may offer or provide payment, a discount or any other reward in exchange for a review, or for a positive review, and no reviewer may accept one. You must not submit, and must not ask or pay anyone else to submit, a fake review or an incentivised review that does not disclose the incentive.

Providers may invite people to leave a review, including by displaying the QR review poster we supply, but a provider must not choose who to invite based on how positive their experience is likely to have been, offer any incentive for a review, or discourage anyone from leaving a negative review.

We take reasonable and proportionate steps to prevent, detect, investigate and remove reviews that are fake, misleading, or that fail to disclose that they have been incentivised. These steps include the moderation described in section 5 and the reporting routes described in sections 6 and 7.

5. How we check and moderate reviews

Reviews are moderated before publication. We may ask the person who submitted a review for further information to help confirm it reflects a genuine experience.

Other than removing personal data or content that breaks section 3, we do not edit reviews. We may refuse to publish a review, or remove, relabel or deprioritise a review that has already been published, at our discretion. We do not guarantee that any review will be published, or that a published review will remain published, ranked or prominent.

6. If you are a provider and believe a review is fake or breaks this policy

If you are a provider and believe a review about you is fake, is incentivised without disclosure, or otherwise breaks this policy, tell us through our contact page. Please give us enough detail to identify the review and explain why you believe it breaks this policy.

We investigate reports of this kind and aim to respond within 14 days. While we investigate, we may remove the review or add a note to it, at our discretion. We do not remove a review simply because it is negative or because a provider disagrees with it.

7. Reporting any comment or review

Anyone, not only the provider concerned, can report a comment or review that they believe is inaccurate, unlawful, defamatory or otherwise breaks this policy. Contact us through our contact page with enough detail for us to identify the content and the reason for your report. We may investigate and may remove or restrict content while we do.

8. How we use your submission

How we handle personal data in comments and reviews is explained in our Privacy Policy. The display name you provide is published alongside your review. Because published content is visible to the public, do not include personal contact details or information that identifies other people unless you are entitled to do so.

We may share the content of a review, and information about your connection to the provider, with the provider concerned, so that it can understand and respond to the feedback.

9. Changes to this policy

We may update this Review and Comments Policy from time to time. The latest version published on the site will apply.