TRUSTPILOT UNDER SCRUTINY:
CONSUMER PROTECTION BUREAU DEMANDS TRANSPARENCY IN REVIEW
PRACTICES
LONDON, March 18, 2025 – The Consumer Protection Bureau (CPB) has issued a formal challenge to Trustpilot regarding the platform's review moderation processes, citing significant concerns about transparency and fairness. Despite multiple engagement attempts dating back to February 2025, Trustpilot has remained unresponsive to requests for clarification, casting doubt on its claims of operating an open and unbiased review platform.
On March 1, 2025, CPB delivered a formal inquiry to Trustpilot's compliance department seeking clarity on allegations that the platform may be engaged in preferential review moderation practices, particularly favouring businesses subscribing to Trustpilot's premium services. The inquiry sought answers to the information:
-
What are the exact criteria for removing or moderating a review?
-
Do businesses that subscribe to Trustpilot’s paid services have greater influence over the moderation process?
-
What safeguards are in place to ensuring legitimate consumer feedback remains published and are not unfairly removed?
-
Does Trustpilot have protocols for addressing potential conflicts of interest in review management?
The 15th of March 2025 response deadline has now passed with only a computer generated acknowledgment from Trustpilot, heightening concerns about the platform's commitment to maintaining review integrity.
"Review platforms serve as critical decision-making tools for today's consumers," said Marc Amron, CPB Programme Coordinator. "When a platform like Trustpilot markets itself as a beacon of consumer transparency while potentially engaging in selective moderation practices, it fundamentally undermines consumer trust in the digital marketplace.," said Mr Amron.
Impact on Consumer Decision-Making
The allegations raise substantial questions about the reliability of Trustpilot's review ecosystem. If the platform indeed provides preferential treatment to paying businesses by selectively moderating negative reviews, millions of consumers may be making purchasing decisions based on artificially inflated ratings.
In response to Trustpilot's continued silence, CPB is evaluating escalation options, including bringing these concerns to relevant regulatory authorities and consumer advocacy organisations around the world to ensure appropriate accountability.
Moving Forward
The CPB calls on Trustpilot to immediately address these allegations with full transparent answers regarding its moderation protocols. This situation presents Trustpilot with an opportunity to demonstrate a genuine commitment to the principles of fairness and transparency it publicly endorses.
Consumers who believe their genuine reviews have been inappropriately removed from Trustpilot are encouraged to document their experiences and contact CPB at
- Email: info@consumerprotectionbureau.co.uk
- Landline Telephone:+44 (0)2035854002
About the Consumer Protection Bureau
The Consumer Protection Bureau champions consumer rights by promoting fair business practices and corporate accountability. Through advocacy, education, and direct intervention, CPB works to create a marketplace where consumers can make truly informed decisions based on accurate information.
