1.Who can leave a review
Only a customer who booked and paid for a job through RentalComply can review the engineer who did it, and only once the appointment has taken place. Each booking can be reviewed once, so every review on our site comes from a real booking.
We ask every customer for a review after their appointment, whatever we expect them to say. Nobody is paid or given a discount for a review, and engineers cannot review themselves or ask friends to.
2.What we publish
We publish every review whatever its star rating, including negative ones. We do not edit what customers write.
Reviews are shown with the customer's first name and last initial, the service and the date. An engineer's rating is the average of all their published reviews, and we use it when ordering engineers in search results.
3.When we hide a review
We only hide a review if it is:
- Abusive, threatening or discriminatory
- Contains someone's personal details
- Contact details or an offer to book directly
- Not about the engineer's work on this booking
We never hide a review because it is negative, or because the engineer disagrees with it. A hidden review is not shown anywhere or counted in the engineer's rating. We tell the customer which rule it broke, and they can ask us to look again.
4.Replies and reports
Engineers can reply publicly to any review of their work, for example to thank the customer or explain what happened. Replies must not include contact details or offers to book outside RentalComply.
An engineer who thinks a review breaks this policy can report it from their dashboard. Our team checks it against the rules above and either hides it or keeps it published.
5.Google reviews
We also ask customers to review RentalComply on Google. Google reviews are about booking with us, and the reviews on our site are about each engineer, so we show them separately and never combine them into one score. We ask everyone, whatever rating they gave on our site.
6.Concerns about a review
If you think a review is fake or breaks this policy, or you want us to look again at a review we hid, email info@rental-comply.co.uk with the engineer's name and the date of the review.