Contesting Feedback

There is a possible downside, customers may also feel rating the experience is the only way to contact you to vent any frustrations.

Such frustrations may be related to circumstances beyond your control or they may reflect a broader issue. This may result in an investigation and contact with the customer to verify the reasons, if we feel that it's justified we may remove. However, this is only in extreme circumstances.

Here are some guidelines on what isn't allowed

Ratings and reviews that aren't about the repairer or repair but that focus purely on someone else (Vizion, for example!).

• Ratings and reviews about services that are not supported with the repair journey from the work provider.

• Reviews that are obscene, defamatory, threatening or discriminatory.

• Reviews that violate someone's privacy rights (such as publishing someone's name, address or other identifying information without their permission).

• Ratings that attempt to force a user to do something they aren't obligated to do. However, if a repairer chooses to provide support beyond what's obligated, and consequently receives a low rating for that support, we won't be able to remove that rating

To ensure that they are as fair as possible, there is a opportunity to contest a score and give a reason to why you have been given bad feedback, or to report a rating that violates these guidelines.

It is important to emphasis that our default position is not to censor, edit, or delete ratings, so your report and supporting evidence must demonstrate a clear and undeniable violation.