Trustpilot review removal
An enquiry can become a review.
Let the facts guide your response.
A Trustpilot complaint might follow an order, a quotation or a conversation before any booking. We help UK businesses understand the experience being described and identify supported grounds for a report.
“£95 call-out charge and nobody came on Saturday. Took the morning off for nothing. Still waiting for a refund.”
“Boiler stopped working before the weekend. They explained the call-out charge, arrived when agreed and got the heating back on.”
Fictional UK example: three reviews removed after supporting evidence was accepted. The complaint and the amounts shown are illustrative; criticism of a call-out charge alone is not grounds for removal.
THE TRUSTPILOT APPROACH
The details of the visit.
The grounds for a report.
Begin with the experience described: an online order, a refund enquiry or contact before a purchase. We look for specific grounds under Trustpilot’s guidelines, such as exposed private information, promotional content or evidence that the review concerns a different business. Disagreement with a customer’s account alone does not establish a removal case.
Do not dismiss a review just because the name is missing from your order book. A genuine experience does not require a purchase. Explain any mismatch in the business, dates or service, and we will assess whether the evidence supports a report or further follow-up.
Read Trustpilot’s official guidanceFROM THE COMPLAINT TO THE RECORDS
What happened? What can you show?
These fictional examples show how we separate a service dispute from a possible policy breach. Google and Trustpilot each apply their own rules.
“Booked the town-centre branch for Saturday and paid a £40 deposit. Turned up to find it shut. Nobody has replied about my refund.”
Fictional review for illustrationReview link, date and branch
Booking details and deposit record
Applicable platform policy
Check the branch address, appointment date and service mentioned. A booking under another person’s name may explain a missing record. If the details point to a different business, document the mismatch; an empty diary search alone does not prove the review is fake.
WE TAKE IT FROM HERE
A disputed review. A considered response.
An assessment with the context included.
Tell us what happened and what you have already tried. We compare the review with the relevant platform rules and give you a free human assessment within one business day.
- Review and profile examined
- Potential policy issues identified
- Clear next step within 1 business day
NO GUESSWORK
Before you challenge it.
Know where you stand.
Bookings, charges and mistaken identities.
Here is how we approach the questions behind a disputed review.
A disagreement about a charge, cancellation or missed appointment is not, by itself, grounds for removal. We compare the review with the booking, the service described and the platform’s rules. If it is genuine criticism with no policy breach, we will say so.
Your assessment is free. If we can help, we give you a fixed quote before you commit. You pay the agreed removal fee only after we confirm the review has been removed. If it stays, there is no removal fee. The scope and engagement terms are confirmed with your quote.
You’ll receive a human assessment within one business day. Removal timing depends on the platform, the evidence, and whether further review is needed. We explain the likely process during your assessment and keep you informed. We cannot promise a removal date.
Tell us when you reported the review, which reason you selected and what the platform replied. We look for relevant evidence that may have been missed and check whether an appeal is available. Repeating the same report is not a promise of a different outcome.
You do not need to share a password or grant access for the free assessment. If account access or an action from you is necessary later, we explain the specific requirement before work begins. Never send passwords through the assessment form.
Yes. Google and Trustpilot both offer reporting tools. Our service is for businesses that want help assessing the grounds, preparing evidence, and managing the process. You can find the official reporting guidance on our platform pages.
No. A booking may be under a partner’s name, or the person may have contacted you without buying anything. Start with the date, branch and service mentioned. Explain any specific mismatch; an unfamiliar display name alone is not enough.
Send the review link and identify the branch it appears on. Explain which address, service or business it seems to describe instead. We assess the evidence against that platform’s rules; a branch mix-up does not guarantee removal. If several reviews are involved, list them so we can assess each one.
Your next booking matters.
Start with a clear answer.
Send the review link and a short explanation of what does not add up. We will assess the grounds for removal before you commit to any paid work.
Can your review be removed?
Let’s find out. Your assessment is free.