At UK Carline, we are committed to full transparency, honesty, and fairness in how we collect, publish and manage customer reviews. This policy explains how reviews work on our website and on third-party platforms, what we do to prevent fake reviews, and how you can trust the information you see.

Our Promise to You

• All reviews are genuine submissions from real customers.
• We never pay for reviews, offer incentives, or request only positive feedback.
• We do not hide, edit, or remove negative reviews.
• We publish review data in a fair, accurate and transparent way.
• If we identify a suspicious review, we take immediate action.

Your trust is essential to us, and we want you to have a clear, accurate picture of the service we provide.

Where UK Carline Reviews Come From

We receive reviews on the following platforms:

• Trustpilot (our main review partner)
• Google Reviews
• Feefo
• Reviews.co.uk
• Facebook

We also display Trustpilot review widgets on our website. These widgets update automatically and show live, unedited review information straight from Trustpilot.

How We Ask for Reviews

After ordering a vehicle, customers may receive an automated email from our CRM system inviting them to leave a review on Trustpilot.

Important:

• We do not offer any incentives (discounts, vouchers, gifts, upgrades, or benefits) for leaving a review.
• Staff may signpost how to leave a review, but they must ask neutrally — not ask for “5 stars” or “positive feedback”.

You are free to review us honestly based on your genuine experience.

What We Will Never Do

UK Carline does NOT:

• Write our own reviews
• Ask friends, family, or staff to write reviews
• Ask for only positive reviews
• Incentivise reviews in any way
• Remove or hide negative reviews
• Filter reviews before they appear on platforms
• Buy reviews or use bots
• Misrepresent our ratings or customer experiences

These practices are illegal under the Digital Markets, Competition and Consumers Act 2024 (DMCC).

How We Detect and Handle Suspicious Reviews

We monitor reviews on a daily basis. If we identify a review that may be fake, misleading, or unrelated to a genuine customer experience, we will:

1. Check whether the reviewer appears in our customer records
2. Assess the content for signs of manipulation
3. Refer the review to the relevant platform (e.g., Trustpilot, Google, Facebook) for investigation
4. Correct our published review information if required
5. Leave a relevant response to the review

We cannot remove reviews ourselves, but we work closely with platforms who can investigate and take action.

How We Publish Review Information

We display rating scores and customer comments through embedded Trustpilot widgets, which:

• Update automatically
• Are not editable by UK Carline
• Reflect all feedback — positive and negative
• Show star ratings and review counts directly from Trustpilot

This ensures what you see is accurate and unfiltered.

Our Commitment to Fairness

This policy supports both CMA208: Fake Reviews Prevention Rules, and FCA Consumer Duty, requiring us to provide information that is clear, fair and not misleading.

We believe honest, transparent reviews help customers make better decisions — and help us improve our service.

If You Believe a Review Is Fake

If you spot a review about UK Carline that you believe is fake, misleading, defamatory, or posted by someone who is not a customer, you can contact us at:

Email: compliance@ukcarline.com
Phone: 01995 641111

We will review the information and refer it to the appropriate platform.

Policy Reviews

This policy is reviewed annually and updated when regulations change, review platforms update their processes, or new risks or technologies emerge.
V1: December 2025

Summary

• We do not incentivise reviews
• We do not remove or filter genuine reviews
• We detect and report suspicious reviews
• We display live, unedited review information
• Our processes follow CMA208 requirements

We appreciate every customer who takes the time to share feedback — positive or critical — as it helps us deliver a better service.