GOOGLE REVIEW GUIDE · UK BUSINESSES
A Google review describes the wrong business: what can you do?
A customer describes a branch in another town, a service your firm does not offer or a business with a similar name. Those are different situations, and the report should explain which one applies. We help UK businesses assess the mismatch and the records that support it.
“Wrong business” is a specific claim. Show the mismatch.
Which kind of mismatch are you seeing?
Similar name, different business.
Compare the identity and service described with the profile that received the review. Include reliable information about the intended company if known.
Your business, a different location.
Record both locations. A branch mix-up needs an accurate explanation; it does not guarantee a transfer or removal.
The right business, an account you disagree with.
A mistaken time or disputed charge is not automatically evidence of the wrong company. Check whether the underlying experience is genuine.
Check historical details as well as today’s website
Services, addresses, and trading names can change. A current website alone may not establish what was offered at the time of the experience. Where possible, use dated information relevant to the period described. Also consider whether a subcontractor or booking partner could explain the apparent mismatch.
FICTIONAL EXAMPLE · NOT A CLIENT RESULT
A room complaint on a café profile
The room above the pub was freezing and the shower did not work.
A similarly named café with no accommodation receives this review. Its address and dated business information may support a mistaken-identity concern. A disagreement over the temperature of a real guest room would be a different issue.
Put the complaint beside the business details
- The review and the Business Profile where it appears.
- The exact words that suggest another service, company, or location.
- Dated records of your relevant services, address, and trading identity.
- Any reliable information identifying the likely intended business; do not guess when it is unknown.
Keep original records. Share only what is relevant, and avoid putting private customer or staff information into a public reply.
Explain the mismatch in a few precise sentences
These steps explain the platform’s published process. Reporting is available without paying for our service.
- Compare the complaint with both your current and relevant historical business information.
- Report the review with the supported concern, explaining the mismatch clearly rather than only saying the author was not a customer.
- Retain your supporting records and Google’s response. Assess appeal eligibility if the report is rejected.
Bring the case to a specialist
Send the review, the affected branch or Business Profile, and the detail that appears wrong. We assess whether the issue is mistaken business identity or a disputed part of a real experience, and explain what documentation would make the distinction clearer.
Already tried the standard reporting process? We can assess whether further options are available for your case.
Explore our Google review removal serviceOfficial guidance
Platform processes can change. These are the sources used for the policy and reporting explanations in this guide.