Feedback & The Law

A Guide to Fair Feedback & The Law

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We welcome and value all genuine customer feedback. We are committed to resolving any issues professionally and believe that direct communication is the best way to do so. This Agreement provides a formal, fair, and legally compliant process for resolving any service issues under Clause 8 (Complaints, Disputes & Rectification Procedures). We ask that you follow this required channel for all good-faith
complaints.

This Schedule applies specifically to public communications, such as online reviews, made outside of that formal process. While you have the right to share your experience, this must be done truthfully and fairly. In line with UK law, you agree not to publish any public statement or review that contains prohibited content.

Prohibited content includes:

• Defamatory Falsehoods: Publishing verifiably false statements of fact that cause, or are likely to cause, serious harm to our business or personal reputation, as defined by the Defamation Act 2013.

• Misleading Omissions: Publishing a review that dishonestly omits material information (such as refusing our offer to rectify an issue) in order to present a distorted and misleading account. The Digital Markets, Competition and Consumers Act 2024 states that a review which "omits material information" can be treated as misleading.

• Baseless Accusations of Criminality: Making knowingly false and baseless accusations of criminal behaviour (e.g., "scam," "fraud," "theft"). Under the Malicious Communications Act 1988, it can be a criminal offence to send a communication containing information known to be false for the purpose of causing distress or anxiety.

Consequences of Prohibited Content

Publishing prohibited content as described above constitutes a material breach of contract conducted in bad faith (mala fides). In such an event, we reserve all our legal rights to protect our reputation and business. These rights include, but are not limited to:

• Civil Recourse: Pursuing legal action to seek damages for libel or injurious falsehood and to recover associated legal costs.

• Reporting to Authorities: We will report any communication that we believe constitutes a criminal offence to the relevant police
authorities for investigation.