Customer Review Policy

At URemovals Ltd, we value transparency, honesty, and trust. Customer reviews help people make informed choices and allow us to improve our services. This policy sets out how we handle reviews in line with UK law, including the Digital Markets, Competition and Consumers Act 2024 (DMCCA).

1. Our Commitment

We do not allow fake reviews. Every review must reflect a genuine, first-hand experience.

Reviews on our platform can only be left by verified customers who have:

• Made a booking through URemovals.com, and
• Completed a moving job with one of our registered partners.

We do not permit undisclosed incentivised reviews. Any review written in exchange for a benefit must clearly state this.

We aim to ensure all published reviews are honest, reliable, and transparent. We are committed to publishing all genuine reviews, whether positive, neutral, or negative, without suppression or selective presentation.

2. Who Can Leave a Review

Only customers who booked directly through our platform and whose move has been successfully completed are able to submit a review. This process ensures that all reviews are genuine and based on real experiences. No reviews from third parties, competitors, or non-customers are accepted.

3. Incentivised Reviews

• Permitted only with full disclosure: If you received an incentive (such as a discount, voucher, or free service) for leaving a review, you must clearly state this in your review.
• Example: “I received a 10% discount in exchange for my honest review.”
• Undisclosed incentives are not allowed. If we discover a review was influenced by an incentive and not disclosed, it will be removed.

If you are unsure, please contact us before submitting your review.

4. Prohibited Content

The following reviews will not be published (or will be removed if found later):

• Fake or manipulated reviews.
• Reviews written in exchange for money, gifts, or other benefits without disclosure.
• Reviews that are presented in a misleading way, including the suppression of genuine negative reviews.
• Reviews containing offensive, abusive, discriminatory, or illegal content.
• Reviews that are irrelevant to the moving service received.
• Duplicate or repeated reviews designed to artificially boost or harm ratings.
• Using reviews for extortion. It is prohibited to threaten a service provider with a negative review to obtain services or compensation not agreed upon in the original booking.

5. How We Monitor Reviews

Since only verified customers can post reviews, all reviews already pass an initial eligibility check. We also carry out risk assessments to identify and prevent misleading or non-compliant reviews. This includes monitoring for unusual patterns of activity and analysing review content for signs of manipulation.

Customers and site visitors can report suspicious reviews using the “Report Review” option on our platform.

6. Investigations & Removals

If a review is flagged as suspicious or as containing prohibited content, we will investigate promptly. Reviews found to breach this policy will be removed. We may suspend or block users who repeatedly attempt to post prohibited content.

7. Handling Disputed Reviews and a Right to Reply

We understand that disagreements or misunderstandings can occur. A review is a reflection of a customer's subjective experience and will not be removed simply because it is negative or because the business disagrees with the customer's opinion.

• Addressing Factual Inaccuracies: If a review contains a clear and verifiable factual inaccuracy that is central to the review's substance, the concerned partner can report it to us with supporting evidence. We will investigate and may remove the review if it is found to be fundamentally misleading due to factual errors.
• Customer Misunderstandings: In cases where a negative review stems from a customer's misunderstanding of our platform or a partner's services, we will not remove the review. Instead, we strongly encourage our partners to use the public reply feature. This allows them to:
• Provide their perspective in a professional manner.
• Clarify how our platform or their services work.
• Demonstrate responsive customer service to all future users.

This approach ensures transparency and provides valuable context for all readers.

8. Transparency & Updates

This policy is publicly available to all users of our platform. We regularly review and update our systems to comply with UK law and improve review integrity. Any updates to this policy will be posted here with a new “Last Updated” date.

9. Contact Us

If you have questions about this policy or wish to report a review, please contact us:

• info@uremovals.co.uk
• +442080642103