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Reviews Policy

Reviews Policy

GRAYS NORFOLK LTD

Last updated: 24 August 2026

We value honest feedback from our customers. Customer reviews help us understand your experience and help other customers make informed purchasing decisions.

This policy explains how reviews submitted to GRAYS NORFOLK LTD may be collected, checked and published.

1. Genuine customer reviews

We only want reviews that reflect a genuine customer experience.

Reviews must be based on the reviewer's actual experience with GRAYS NORFOLK LTD or the relevant product or service.

We do not permit:

  • Fake or fabricated reviews.

  • Reviews submitted by someone pretending to be a customer when they are not.

  • Reviews written or submitted on behalf of another person without making this clear.

  • Reviews that falsely claim personal experience with a product or service.

  • Reviews that have been manipulated or created to mislead customers.

  • Reviews commissioned from third parties for the purpose of creating fake customer experiences.

GRAYS NORFOLK LTD will not create, commission or knowingly publish fake customer reviews.

2. Incentivised reviews

We may, from time to time, invite customers to leave a review following a purchase or interaction with us.

If we offer a customer a financial or non-financial incentive in exchange for submitting a review, this will not be conditional on the review being positive.

Where a review has been incentivised, we will take reasonable steps to ensure that this is clearly disclosed when the review is published.

We will never require a customer to leave a positive review in order to receive an incentive.

3. Positive and negative reviews

We welcome both positive and negative feedback.

We do not remove genuine reviews simply because they are negative or because we disagree with the customer's opinion.

We will not deliberately publish only favourable reviews while withholding genuine negative reviews in order to create a misleading impression of customer satisfaction.

Reviews may, however, be removed or not published where there are legitimate reasons to do so, as described below.

4. Reviews that may not be published

We reserve the right to remove, reject or moderate reviews that:

  • Are demonstrably fake or fraudulent.

  • Are not based on a genuine customer experience.

  • Contain unlawful, threatening or abusive content.

  • Contain hate speech or discriminatory material.

  • Contain excessive personal or sensitive information about another person.

  • Contain spam, advertising or promotional material unrelated to the review.

  • Are unrelated to the product, service or experience being reviewed.

  • Contain malicious or harmful links.

  • Impersonate another person.

  • Are submitted multiple times or are substantially duplicated.

  • Contain information that could create a misleading impression for other customers.

Where a review is removed, we will do so for a legitimate reason and not simply because the review is unfavourable.

5. Review verification and moderation

Where appropriate, we may use reasonable checks to help determine whether a review appears to come from a genuine customer.

These checks may include information relating to an order or purchase, the reviewer's interaction with our business, or other information available to us.

Not every review will necessarily be independently verified, and the presence of a review on our website does not mean that GRAYS NORFOLK LTD agrees with every statement made by the reviewer.

We may use automated or third-party review systems to collect, moderate or display reviews. We remain responsible for taking reasonable and proportionate steps to prevent and remove fake, concealed incentivised or misleading review content.

6. Review ratings and summaries

Where we display an overall star rating, average score or other information derived from customer reviews, we aim to ensure that this information accurately reflects the genuine reviews from which it is calculated.

We will not knowingly manipulate review ratings or summaries to create a misleading impression of customer opinion.

7. Reporting a suspicious review

If you believe that a review displayed on our website is fake, misleading, fraudulent or otherwise breaches this policy, please contact us.

When reporting a review, please provide:

  • The name or details of the review concerned.

  • The reason you believe it may be false or misleading.

  • Any relevant supporting information.

We will assess reports and take appropriate action where necessary.

8. Changes to this policy

We may update this Reviews Policy from time to time to reflect changes to our practices, review systems or applicable law.

The latest version will always be published on our website.

9. Contact

If you have any questions about this Reviews Policy or wish to report a suspicious review, please contact:

GRAYS NORFOLK LTD

enquiry@graysglowjob.com

Important: This policy is intended to explain our approach to customer reviews and support compliance with applicable UK consumer protection law. It does not constitute legal advice.