Customer Reviews Policy

This Customer Review Policy outlines how we collect, manage, and publish customer feedback to ensure all reviews are genuine, transparent, and compliant with UK consumer protection laws.

  1. Our Commitment To Honest Reviews

At ServiceMaster, we value genuine feedback from our customers. Your reviews help us improve our services, feedback to our valued teams and provide future customers with trustworthy insights. We are committed to full transparency, and we do our best to ensure that any fake, misleading, or manipulated reviews are removed from our platforms through careful monitoring and moderation.

  1. We Do Not Allow:
  • Fake reviews – including those written by none-customers
  • Incentivised reviews – where there is not full disclosure
  • The removal or ‘hiding’ of negative reviews
  • Selective publishing of ‘only’ positive reviews
  1. Incentives For Feedback

We may occasionally offer incentives (such as small discounts/gifts) in exchange for ‘any’ honest feedback in line with the following:

  • The incentive will be clearly disclosed
  • Any feedback given must be honest/reflective of the service being reviewed
  • Receiving the incentive is not conditional on only leaving positive feedback
  1. Moderation & Monitoring

The reviewing platforms we use to collect customer feedback are monitored and feedback is moderated to ensure that feedback including any of the below, is removed in accordance with this policy:

  • Abusive or offensive language (hate speech)
  • Information that would breach the Data Protection Act 2018
  • Suspicious content
  • Mistaken identity
  1. Where Reviews May Appear

Customer reviews may be shown on our websites, as well as collected/shared on the following third party channels:

  • Google My Business
  • Trust Pilot
  • Social Media Channels (including but not limited to): Facebook, Instagram, X
  • Bark
  • Checkatrade
  • Listen360 
  1. Reporting A Concern

If you believe a review is fake or violates this policy, please contact us at marketing@servicemaster.co.uk with details of the review and where it is located (a link if possible). We take such concerns seriously and will act promptly.

  1. Legal Compliance

This policy aligns with the Digital Markets, Competition and Consumers Act 2024 (UK) and applicable consumer protection laws. We review our Customer Reviews Policy regularly to ensure continued compliance and fairness.

Reviewed – August 2025