Menu

Our customer reviews policy

How we collect and share your feedback - clearly and fairly.

Your feedback matters. It helps us understand what’s working well and where we need to improve. This policy explains how we collect, use and share customer reviews in a way that’s clear, fair and trustworthy.

Last updated: June 2025.

We gather reviews from a few different places:

  • Surveys we send to customers – after you’ve used one of our products or services, we may invite you to share feedback.
  • Independent review platforms – like Trustpilot, where people can publicly review their experiences with us.
  • External research – we sometimes work with independent research agencies to gather customer opinions.

    • We want every review we collect to reflect a genuine experience. That means:

  • We don’t post fake reviews or ask anyone else to
  • We don’t offer incentives in exchange for positive reviews

    • We aim to hear from a wide range of our customers — not just those we think are happy. That means we invite feedback across different experiences, to get a full and balanced picture.

    You might see an average review score — like 4.3 out of 5 — on our website, in our app or in marketing materials. When we publish scores:

  • We clearly show where they come from (for example, Trustpilot or one of our surveys)
  • We make sure they’re based on a fair and up-to-date set of feedback
  • We don’t filter or change reviews just to make scores look better

    • These scores are designed to give you a helpful snapshot of what other people think about our services.

    Sometimes we feature individual customer comments in places like our website, app or emails. When we do:

  • We’ll say where the review came from (such as a customer survey or review platform)
  • We may shorten it slightly for space or clarity, but we’ll never change the meaning
  • We’ll show the overall review score too, so you can see the broader picture

    • We don’t show every review, but we choose quotes that reflect real and typical customer experiences.

    We may work with social media influencers or content creators to help spread the word about our products and services. When we do:

  • We make sure any posts, videos or content are clearly marked as ads or paid partnerships
  • We ask influencers to share their genuine experience — not just a script
  • We follow all relevant advertising rules set by the ASA and CMA, including clear labelling of sponsored content

    • Our goal is to be upfront with you about when content is promotional — so you always know when someone is being paid to talk about us.

    We want all reviews to reflect real experiences. If you see a review on an independent platform that you believe might be false or misleading, the best first step is to report it directly to that platform. They each have their own process for handling these concerns and will review the issue in line with their policies and remove it where they consider necessary.

    As part of our commitment to honest and accurate feedback, we regularly check the reviews we share from these independent platforms (whether that’s on our website, in our app, or in marketing materials) to make sure they are still relevant, accurate, and haven’t been changed.

    We have teams who actively look at customer feedback from surveys, review platforms and other channels. These insights help us understand what’s going well, identify issues and improve what we offer.

    If you have a question about a review or want to know more about how we collect and use feedback, you can contact us.