Reviews and Defamation Policy

1. Our role as a host

We provide a platform for users to post reviews. Because we host this content rather than author it, we are not the publisher of a review in the ordinary sense, and we rely on the protections available to hosting providers under UK law — including the hosting defence in the retained e-Commerce framework and, where it applies, the operator's defence in Section 5 of the Defamation Act 2013. Our aim is simple: to act promptly and fairly when something is reported to us.

2. When is a review actually defamatory?

Not every negative or unwelcome review is defamatory. Two thresholds matter:

• • A statement is only defamatory if it has caused, or is likely to cause, serious harm to reputation (Section 1, Defamation Act 2013).
• • For a business that trades for profit, "serious harm" means serious financial loss. Honest opinions, fair criticism, and ordinary consumer dissatisfaction are not defamation, even if you disagree with them.

We will not remove a review simply because it is critical or because a business would prefer it gone. We act where content appears genuinely unlawful.

3. How to report a review

If you believe a review about your business is defamatory or otherwise unlawful, email uklocalbusinessdirectory@gmail.com with the subject line "REVIEW COMPLAINT" and include:

• • Your details — your name and a contact email address.
• • The review — the URL of the listing and enough detail to identify the specific review.
• • The words complained of — quote the exact words and explain what you say they mean.
• • Why it's unlawful — explain which parts are factually untrue (rather than opinions you disagree with) and, if relevant, the harm or financial loss caused.
• • Whether you can identify the poster — tell us whether you already have enough information to contact or take action against the reviewer yourself.

We may ask for more information if we need it to assess the complaint.

4. What we do with a report

When we receive a complaint, we will:

• 1. Acknowledge it within a few working days.
• 2. Assess whether the content appears unlawful on its face, weighing your complaint against the public interest in honest reviews.
• 3. Take appropriate action — which may include contacting the reviewer for their response, temporarily hiding the review while we look into it, removing it, or explaining why we consider it legitimate and are leaving it up.

Where we contact the reviewer, we will share your complaint with them (withholding your contact details unless you agree to share them) and give them a fair chance to respond before we decide.

5. If you and the reviewer are in dispute

If a reviewer stands by their review and is willing to be identified, we may — with their consent or where the law requires it — provide their contact details so you can resolve the matter directly. If they do not consent and we do not consider the content unlawful, you may need a court order before we can disclose their identity, and we will comply with any valid order.

6. Repeat postings

If we remove a review and the same person reposts substantially the same content, let us know and reference the earlier complaint. For repeated reposting of content we have already removed, we will act more quickly and may remove it without repeating the full process.

7. Our wider moderation

Separately from defamation complaints, we moderate reviews and listings to remove spam, automated content, abuse, harassment, and obvious fakes. Moderating content in this way does not change our position as a host. We may warn, suspend, or remove any user or listing that breaches our Terms, and we cooperate with law enforcement and valid court orders.

8. A note on what this policy is

This policy describes how we handle review complaints in good faith. It is not legal advice, and following it does not determine whether any particular statement is or is not defamatory — that is ultimately a matter for the parties and, if necessary, the courts.