We expect all businesses that join our Love Your Doorstep Directory to be able to prove that they are reliable businesses that offer their customers a great good quality service.
Love Your Doorstep monitor this through several means, the main one being the feedback we receive from the community in the form of reviews that customers leave on the business page for that specific business.
Why are so many of the reviews positive and 5 star rated?
Many of the businesses that join LYDS have come highly recommended to us based on their previous good reputation among our community, therefore they continue to receive glowing testimonials from our members that reflect their quality.
My review isn’t showing up on the website – why is this?
Reviews have to be manually uploaded on to the website so your review will not appear instantly on the business’ LYDS page. Negative reviews/complaints will be contacted prior to publishing to double check the circumstances, so there may be a delay which investigations take place. If your review is negative we may contact you to make sure you are real (!) and to understand more about your complaint. Once we have this further information the team gets feedback from the business member and we try and help put things right. If the reviewer has taken legal action against the business being reviewed, then no reviews from that person about that business will be published on Love Your DoorStep website, either before, during or after legal proceedings are completed. If the business takes legal action the same conditions apply
All valid reviews are normally published. Any reviews which appear to be not genuine, suspicious, and malicious or that include swearing would be removed immediately. Ultimately it is the local team who ultimately controls the content on their part of the website and as such they have editorial control. Our team do remove reviews which they believe to be “suspect” – whether that is 'suspect good' or 'suspect bad'. We take very seriously the integrity of the reviews that we show. If any reviews are flagged with us as being suspicious or not genuine, then they are investigated fully and, if there is substance to the accusation, those reviews are taken down immediately.
Lots of businesses have been with us for a long time and we’ve been collecting reviews since 2012 so it’s not a surprise that some businesses have lots. We also run campaigns when we actively ask the local community and encourage local people to leave reviews for their favourite local business – which they can do, of course, by submitting a review.
Do LYDS only allow the good reviews to be published?
Each business will have all of their reviews published on their directory page unless we find it to be a malicious attack or uses inappropriate language. Also, if we investigate a review and find it to be false or misleading this will be withdrawn.
How do you deal with negative reviews?
We need to be confident that our LYDS businesses are trustworthy, quality businesses delivering a good customer experience at all times. Therefore we operate a strict complaints policy. We treat every complaint seriously – the first and second complaint we receive about a business will be discussed with both parties involved to see if a satisfactory resolution can be reached. The third written complaint we receive will result in automatic dismissal from our LYDS directory and platforms.
If the reviewer has taken legal action against a business, or vice versa, then we will remove any related reviews until legal proceedings are complete.
Moderation of Reviews
As each review is manually uploaded to our site, each review is checked through for content appropriateness e.g. foul language, personal attack or defamation of character. We try to publish the reviews as frequently as we can but cannot guarantee a time scale for their appearance on our website. If a review form is not completed fully then we will not receive it and unfortunately have no way of retrieving it from our system.
In order to submit a review, you need to click on the individual directory page of the business, then click on the ‘review’ tab at the top. Each section of the form (including star rating) must be complete otherwise the review will not be uploaded onto our system. We recommend you leave a genuine email address. This will not be published but will enable us to contact you regarding your feedback.
If a review breaches any of the below, we reserve the right to not publish the review or remove already published reviews at any time and without notice to either party. Furthermore, publication of a review does not mean that Love Your Doorstep share the same opinion as the content of the review.
All reviews should:
1) Hold accuracy with the facts contained
2) All opinions provided must be genuine and based on your own personal experience
3) Comply with the law of the Country (e.g. England & Wales) along with the law of the country from whence the review was submitted
Reviews should NOT:
1) Be defamatory of any person; obscene; offensive; hateful or inflammatory.
2) Promote discrimination based on race, sex, religion, nationality, disability, sexual orientation or age.
3) Disclose the name, address, telephone, mobile or fax number, e-mail address or any other personal data in respect of any individual.
4) Infringe any copyright, database right or trade mark of any other person.
5) Breach any legal duty owed to a third party, such as a contractual duty or a duty of confidence or be in contempt of court.
6) Be likely to harass, upset, embarrass, alarm or annoy any other person. Your Review should be of the business not the individuals involved.
7) Impersonate any person, or misrepresent your identity or affiliation with any person.
8) Advocate, promote or incite any third party to commit, or assist any unlawful or criminal act.
9) Contain any advertising or promote any services or web links to other sites.
Content of reviews are the sole responsibility of the person submitting them. Love Your Doorstep are not responsible or liable should other users of the site rely on information obtained from published reviews in order to make choice and decisions about products and services.
Submitted reviews remain the liability of the person submitting the review. You agree to indemnify, defend, and hold harmless Love Your Doorstep and any affiliates, directors and employees from and against any claim, liability, cost, damage other expenses or loss we may incur (including, without limitation, legal fees) as a result of any material you post in a Review or any violation by you of your obligations under these terms and conditions.
Once a review has been submitted, you have agreed that this may be used by Love Your Doorstep in any way we deem appropriate including reproduction or publishing of material for any purpose including commercial without acknowledgement or compensation to you. This non-exclusive licence will be free of charge, perpetual and capable of sub-licence. Love Your Doorstep may exercise all copyright and publicity rights in the material contained in your Review in all jurisdictions, to their full extent and for the full period for which any such rights exist in that material.
If you have a complaint about a review then email [email protected] We will then contact you regarding the nature of the complaint and take any action deemed necessary and at our discretion. If the review appears to breach our content regulations as listed above, it will be removed along with any further action needed. You will receive feedback in relation to your complaint and the final outcome within a reasonable time of receiving your complaint.
We may revise these terms and conditions at any time. You are expected to check this page from time to time to take notice of any changes we make, as they are legally binding on you.
These terms and conditions shall be governed by English Law.