Review policy

Anyone who has been a customer of the plumber. The reviewer first confirms their email address; then we ask the plumber to confirm they were a customer. If the plumber has not claimed its listing, does not answer within 14 days, or says no, a moderator checks instead and may ask both sides for evidence; we aim to do that within five working days. The plumber sees the kind of work and the month, but not the text or rating until the review is live. We email the reviewer when the review is published, or the reason if we cannot publish it.

When your review is published we email you a link to change or withdraw it. A moderator checks a change before it replaces your review; until then the original stays, and a changed review is marked "Edited" with the date. A review can be changed up to three times. Withdrawing deletes the review and takes its rating off the profile at once. A plumber is not told about a change and cannot see one before it is published.

Reviews that are not from a client, that name individuals outside the firm, that contain threats, discrimination or personal data, or that are about a different business. We do not remove reviews for being negative, and we do not remove them at the firm's request.

A plumber cannot edit or remove a review. If a plumber or a customer thinks a review breaks this policy, they can tell us through the contact page, and a moderator checks it against this policy. If we remove a published review, the profile says so and why. We never remove a review for being negative.

A plumber may ask customers to review them but may not pay, discount, or make anything depend on the content or rating. Reviews we find were rewarded or conditioned are removed, with the reason shown on the profile.

Position in the list is verified review score, then distance from the town centre. A verified listing is paid for once and changes the badge and the profile fields, never the position. There is no sponsored or paid-for slot in the list.