01What we ask customers
We ask reviews to be:
1.1 Honest. Say what you actually experienced, in your own words.
1.2 Specific. Name the job, the time of year, the kind of problem if there was one. “Excellent” tells nobody anything; “rebuilt the stone wall in three weeks for the price quoted, cleaned the site every day, came back twice to fix the lime plaster crack” tells the next reader what to expect.
1.3 Based on real experience. A review must come from the actual customer who hired the trader through fixbg.uk. Not a friend, not a family member, not a competitor, not an industry observer.
1.4 Fair about strengths and weaknesses. If something went badly, say so. If something went well, say that too. The most useful review is the one that names both.
CLAUSE 01 · CUSTOMER STANDARD
02What we may edit
We may edit reviews for:
2.1 Clarity. Tightening sentences that obscure the point.
2.2 Length. Trimming a 2,000-word review to a publishable size.
2.3 Privacy. Removing names, addresses or sums of money the customer would not want public.
2.4 Obvious abuse. Slurs, threats, doxxing, libel, content that would expose us to legal action.
We do not edit reviews to reverse their meaning. If you wrote a critical review, the published version remains a critical review. If we edit substantially, we will tell you what we changed and why.
CLAUSE 02 · EDITORIAL HAND
03Trader right of reply
Where appropriate, the trader may reply to a review in their own words. The reply is published alongside the review, never instead of it. Both views remain visible to future readers.
We will sometimes include a brief editorial note where context helps the reader understand a dispute. We do not take sides in genuine disagreements; we publish both sides and let readers decide.
CLAUSE 03 · PUBLISHED ALONGSIDE
04What we will not publish
4.1 Reviews from people who did not actually hire the trader through fixbg.uk.
4.2 Reviews that read like spam, paid promotion, or a competitor smear.
4.3 Reviews containing slurs, threats, defamatory factual claims we cannot verify, or material that would expose either party to legal risk.
4.4 Reviews that copy or paraphrase another platform’s review without the customer’s consent.
If we decline to publish a review, we will tell the customer why.
CLAUSE 04 · UNPUBLISHED
05If a review describes a serious complaint
A negative review is not the same thing as a complaint. We publish negative reviews routinely and they do not, on their own, suspend the trader. If a review describes something that would meet the bar for a serious complaint under the complaints policy (incomplete work, abandonment, major scope deviation, failure to remedy a material defect, conduct causing serious harm), we will get in touch with the customer separately and run the complaint process.
CLAUSE 05 · OVERLAP WITH COMPLAINTS