Over recent months, the Consumer Protection Bureau (CPB) has been contacted by an increasing number of consumers and small businesses raising serious concerns about Trustpilot’s review moderation practices. Many have reported that genuine reviews based on verified customer experiences were removed without clear justification, often following challenges by the businesses reviewed.

Key Issues Reported to CPB

Our investigation has highlighted troubling patterns, including:

• Unfair review removals and lack of clear reasoning
• Over-reliance on automated moderation systems that make mistakes
• Lack of transparency in how moderation decisions are made
• Potential bias towards paying business subscribers
• Consumers being left without a voice despite following Trustpilot’s guidelines

These issues raise serious questions about consumer rights and the integrity of online reviews. Review platforms should protect honest feedback, not silence it.

CPB Seeking Legal Action Against Trustpilot

CPB is now filing formal complaints with the competent authorities to hold Trustpilot accountable for its handling of consumer reviews and its review removal process. This step is being taken to protect effective transparency, fairness, and trust in the online review industry.

To build a strong legal case, we are calling on consumers and business owners who have experienced unfair review moderation to come forward.

Have You Experienced Trustpilot Review Removal?

We want to hear from you if:

• Your Trustpilot review was removed or hidden despite being genuine
• You provided proof of purchase or documentation, yet your review was still deleted
• You believe your review was taken down due to business influence or bias
• You experienced pressure to amend or delete your review

How to Share Your Trustpilot Experience

Please send us:

1. A copy or screenshot of your original review
2. Any emails or messages from Trustpilot explaining the removal
3. A brief summary of your experience with the business in question

Submit your evidence via our CPB Complaints Form or email it to info@consumerprotectionbureau.co.uk.

Why Your Voice Matters

By coming forward, you will help CPB present clear evidence of systemic issues in online review platforms. Together, we can push for stronger protections to ensure that negative reviews are not silenced and that consumers’ rights are respected.