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ARTICLE · 01 NOVEMBER 2024

Received A Negative Online Review? Practical Tips On Removing False And Defamatory Online Reviews

Spencer West LLP
Spencer West LLP
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Spencer West LLP

Spencer West LLP

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Online reviews are essential to customer decisions, but handling negative feedback requires tact. Address legitimate concerns, engage reviewers/platforms for false claims, and prioritize positive engagement to protect reputation.

United KingdomLitigation, Mediation & Arbitration
Joseph Mccaughley
Joseph Mccaughley

It will come as no surprise that online reviews are crucial to customers when reaching a decision on buying a product or engaging a service. A 2020 Trustpilot survey found that:

  1. 89% of global consumers check online reviews as part of their online buying journey. (more recent reviews suggest this is closer to between 95% and 99%).
  2. 49% of global consumers consider positive reviews one of their top three purchase influences.
  3. 62% of consumers globally would stop using platforms that they knew were censoring reviews.

Given the right of the individual to have their views heard and respected, combined with the fallibility of memory, and the importance of online reputation to a business, and online reviews have become a hotbed for disputes.

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