Customer feedback and ratings policy

Where the feedback comes from

Our service assessments draw on feedback from people who purchased or used the relevant business’s services. Feedback may be supplied directly to our team rather than posted through this website. Some contributors may be personally known to the team. We assess their information using the same criteria.

How ratings are compiled

Our ratings are based on feedback from customers who purchased or used the business’s services. Our team reviews the information supplied and compiles it against a consistent checklist, covering the customer experience from the quote to payment and paperwork. Some contributors may be personally known to our team; their feedback is assessed against the same criteria. Government ATF information is checked separately against the linked official register. The overall rating combines the nine customer-feedback service scores with the ATF register score, giving each check equal weight and rounding the result to a whole star.

The published scores are our team’s assessment of the feedback and records. They are not presented as a count or simple average of individual customer star submissions. We distinguish customer accounts, official records and our scoring judgement.

Accuracy and fair presentation

We take reasonable and proportionate steps to check the source and relevance of feedback and to ensure published feedback reflects genuine customer experiences. We do not accept undisclosed incentives or misleading review information. We retain the information supporting published assessments. We assess positive and negative feedback consistently and do not suppress relevant criticism because a business dislikes it.

We do not apply a verified-purchaser label unless the relevant customer relationship has been checked. Information supplied by a business is identified as such where it contributes to an assessment.

No purchased ratings. No bribery.

We do not request or accept bribes. Businesses cannot buy higher scores, favourable coverage or the removal of justified criticism. Money, gifts, free services or other benefits must not influence an assessment. Any incentive connected with feedback must be disclosed and considered before publication.

Attempts to improperly influence ratings will be documented. Where we have reasonable grounds to suspect bribery or another criminal offence, we will report the matter to the appropriate law-enforcement authority and preserve the relevant evidence. A lawful complaint or correction request is not, by itself, improper conduct.

Connections and conflicts

Material ownership, employment, family, financial and other commercial connections must be disclosed, including relevant interests in competing businesses. A person must not assess their own business. A material conflict requires independent review or the affected person to step aside. Any advertising or paid promotion must be identified separately.

Corrections and business responses

Businesses may challenge a factual statement or the basis of a score by identifying the listing, disputed wording and supporting information. Corrections are considered without payment. Significant adverse factual allegations are checked and the affected business is normally given a meaningful opportunity to respond.

We investigate material accuracy concerns, correct established errors and reassess scores where reliable evidence justifies a change. Material corrections are explained. Content may be amended or temporarily withdrawn while a substantial concern is investigated.

Scope and responsibility

Customer experiences can differ. A rating reflects the information assessed and does not guarantee every customer’s experience or future performance. We remain responsible for the way we compile and present information. This policy does not exclude legal responsibility or restrict legitimate complaints or legal remedies.