Review management that is honest, consistent and lawful
Response strategy, lawful review requests and multi-location reporting.
Reviews are often the first thing a customer reads. Good review management means responding well to every review, asking all genuine customers for feedback in a consistent way, reporting reviews that break platform rules, and seeing trends across locations. All of it must now comply with UK rules on fake and incentivised reviews.
Who this is for
- Single and multi-location businesses
- Healthcare, hospitality, legal and property firms
- Businesses whose rating no longer reflects their service
Who it is not for
- Buying, writing or gating reviews. All three are unlawful or breach platform rules.
What the work involves
Response strategy
Tone, templates and escalation rules so every review gets a considered reply.
Review requests
Consistent, lawful requests to genuine customers after every relevant interaction.
Policy reporting
Reporting reviews that break platform rules, with evidence.
Multi-location reporting
Ratings, volume and themes by location, so operations can act.
How the work runs
- Search mappingWe identify the queries that matter and every result competing for them.
- Asset planWe decide which owned, earned and third-party assets can credibly outrank the problem.
- Build and publishProfiles, pages, articles and entity data are created or corrected, all truthful and attributable.
- Measure and adjustRankings are tracked weekly and the plan is adjusted to what the search engine rewards.
What you receive
- Review policy and response playbook
- Request workflow design
- Monthly review report
- Reported review log
What we cannot promise
- We cannot remove genuine reviews, and we will not suppress who is asked for a review based on expected sentiment.
Frequently asked questions
Can we offer a discount for reviews?
Incentivised reviews must be clearly disclosed and must not be conditional on positive sentiment. Many platforms prohibit incentives entirely.
Should we reply to every review?
Replying to all reviews, positive and negative, signals attentiveness. We help you do it efficiently.
What is review gating?
Only asking customers you expect to be happy. It can mislead consumers and many platforms prohibit it.
Can you manage replies for us?
Yes, within agreed rules, or we train your team.
Which platforms do you cover?
Google, Trustpilot, Tripadvisor, Facebook and sector platforms such as Doctify, Rightmove or ReviewSolicitors, depending on your business.
Is my enquiry confidential?
Yes. You can make first contact without giving your name, we sign a non-disclosure agreement before you share case details, and case files are held in restricted, encrypted storage with access limited to your case team.
Prefer to start yourself?
Removal guideCan I remove a Trustpilot review?
Read the guideRelated services
Often combined with
Fake Review Removal
Identify and report fake, malicious and policy-breaching reviews on Google, Trustpilot and more.
Learn more ProtectReview Compliance Audit (DMCC Act)
Check how your business collects, displays and uses reviews against UK fake review rules.
Learn more ProtectReputation Monitoring and Intelligence
Search, reviews, news, forums, social and AI answers, watched on a set cadence with graded alerts.
Learn moreStart with a confidential conversation
Tell us as much or as little as you like. We sign an NDA before you share case details, and we will tell you honestly whether we can help.