UK Flooring Direct Reviews Policy

Last updated: 4 November 2025

Overview

We value genuine customer feedback. Reviews help shoppers make informed choices and help us improve our products and services. This policy explains how reviews are collected, verified, moderated, published, and, where necessary, removed. It also describes your rights and our responsibilities under applicable UK law.

Who can leave a review

• Reviews should be based on a genuine experience with UK Flooring Direct (for example, purchasing a product, ordering a sample or receiving customer support).
  
• We may ask for proof of purchase (e.g., order number) to verify your review.
  
• Reviews from competitors, employees acting in their professional capacity, or anyone with a conflict of interest are not allowed.
  

Where and how you can leave a review

• We invite customers to review after purchase, order confirmation or delivery.
  
• You can also leave a review directly on our website (for example, on a product page), or  review us through recognised third-party reviews aggregators/platforms, including but not limited to Trustpilot and Google Business Profile.
  
• If you submit a review on a third-party platform, it will be subject to that platform’s own terms and moderation rules in addition to this policy.

Writing a review

• Keep reviews honest, relevant, and respectful.
  
• Focus on your experience with our products, delivery, and service.
  
• Do not include personal data about other individuals (such as names, phone numbers, addresses).
  

Prohibited and restricted content

We may refuse to publish or may remove a review that contains:

• Hate speech, harassment, threats, or obscene content.
  
• Defamatory statements or knowingly false allegations.
  
• Personal data about third parties.
  
• Spam, advertising, discount codes, or external links.
  
• Irrelevant material unrelated to our products or services.
  
• Content that promotes unsafe or unlawful activity.

Verification

To protect customers and maintain trust, we may:

• Match a review to a valid order or delivery record.
  
• Ask for proof of purchase or contact details to confirm your experience.
  
• Apply fraud checks (for example, unusual patterns or duplicate accounts).
  Failure to verify may result in non-publication or removal.

Incentivised reviews

• We do not offer incentives for positive reviews, nor do we ask anyone to change or remove a review in exchange for a benefit.
  
• If we ever offer a non-contingent incentive (for example, “thank you” vouchers offered regardless of rating), we will clearly disclose that the review was incentivised.
  

Moderation process

• Reviews are checked for compliance with this policy and UK law.
  
• Where necessary, we may make minimal edits for formatting (e.g., to remove personal data or broken markup) without changing the meaning.
  
• If we decline to publish or we remove a review, we will keep an internal record of our reasons and, where appropriate, notify the reviewer.

Publishing and display

• We aim to publish all compliant reviews, whether positive or negative.
  
• Reviews may be shown by recency, rating, helpfulness, or relevance.
  
• Average ratings are calculated from all published, eligible reviews for the relevant product.

Right of reply

• UK Flooring Direct may reply publicly to a review to clarify information or to help resolve issues.
  
• If your review raises a service concern, we may contact you directly using the details associated with your order.

Editing or removing your review

• Reviewers can request corrections to their own review or ask us to remove personal data they included errors.
  
• We may remove or redact content that breaches this policy or legal requirements.

Reporting a review

If you believe a review is false, misleading, or breaches this policy, please email reviews@ukflooringdirect.co.uk with:

• the product page and date of the review,
  
• a brief explanation of the issue, and
  
• any supporting information.
  We will assess your report and take appropriate action.

Use of reviews in marketing

• When we quote reviews in our marketing, we will ensure they are accurate, representative, and fairly presented.

Data protection

• Reviews may include personal data you choose to provide (e.g., name). We process such data to display genuine customer feedback and improve our services.
  
• We keep review data only as long as needed for these purposes and then anonymise or delete it in line with our retention schedule.
  
• For data requests or concerns, contact DPO@ukflooringdirect.co.uk

Compliance and record-keeping

• We maintain records of invitations sent, verification checks, moderation decisions, any incentives offered, and review-related complaints.
  
• We comply with applicable UK consumer protection and data protection laws, including rules on fake or misleading reviews.

Changes to this policy

We may update this policy from time to time. Material changes will be reflected by the “Last updated” date above.

Contact

• Review queries: reviews@ukflooringdirect.co.uk
  
• Data protection queries: DPO@ukflooringdirect.co.uk