Last updated: 22/05/2025
At Welcome Homes Estate Agents, we are committed to maintaining the highest standards of transparency, trust, and integrity in our customer feedback. We understand the importance of genuine reviews in helping clients make informed decisions and in maintaining confidence in our services. This policy outlines our approach to preventing, identifying, and removing fake reviews.
1. Our Commitment to Authentic Reviews
We believe that all customer reviews—whether positive or negative—should reflect genuine experiences with our services. We do not allow the publication of fake, misleading, or manipulated reviews under any circumstances.
2. Prevention of Fake Reviews
We have implemented the following processes to prevent fake reviews:
- Review Monitoring: We regularly monitor all incoming reviews across platforms for suspicious activity or content.
- Staff Training: Our team is trained to recognise the signs of inauthentic reviews and to report them promptly.
- Verification Measures: Where possible, we verify that reviewers have actually used our services before publishing their feedback.
- Review Sources: We only use reputable review platforms that have robust moderation processes in place.
3. Handling Incentivised Reviews
We may from time to time offer our clients the opportunity to leave a review in exchange for a small token of appreciation (e.g., entry into a prize draw or a gift voucher). In line with Competition and Markets Authority (CMA) guidance, we ensure that:
- Incentivised reviews are clearly labelled as such.
- Incentives are offered regardless of the sentiment of the review—positive, neutral, or negative.
- Clients are under no obligation to leave a review, and choosing not to do so will not affect the level of service they receive.
4. Removal of Fake or Misleading Reviews
If we discover or are alerted to a fake or misleading review, we will:
- Investigate the review promptly, using available evidence to assess its authenticity.
- Take appropriate action, which may include reporting the review to the platform it was posted on and requesting its removal.
- Keep a record of any reviews removed and the reasons for their removal.
We also encourage the public to notify us if they suspect any review of our agency is fake. Concerns can be reported to us via our email [email protected] or by calling us on 01202 055487. You can also write to us at 2 Castle Parade, Bournemouth, Dorset, BH7 6SH.
5. Transparency and Updates
We are transparent about how we collect and manage reviews, and we regularly review this policy to ensure it reflects current best practices and legal requirements. Any updates will be published on this page with the effective date.
6. Contact Us
If you have any questions about this policy or our approach to customer feedback, please contact us via email, phone or write to us at the address above.
