Fake Review Policy

In accordance with the Digital Markets, Competition and Consumers Act 2024, we hereby outline our policy relating to Fake and incentivised reviews.

This policy applies to all persons working for Cornwall Estates (Padstow) Limited including employees and third-party service providers. This policy outlines the steps which will be taken to ensure all customer reviews published on our website, social media and review site are legitimate and reflective of the actual service provided by the company.

A fake review is one which purports to be based on an experience but is not. These can be both positive and negative reviews. An incentivised review is one which the consumer has been asked to provide a review in exchange for money or free products/discounts/vouchers. An incentivised review must be declared by the company that it has been incentivised.

Customers might post reviews which contain unreasonable or unfounded negativity if they have a complaint about the company service. Employees might post positive reviews to promote their employment status or ask their family or friends to do the same. Third party suppliers might post positive reviews to obtain more auspicious terms from the company.

Cornwall Estates will manually analyse all reviews. These reviews can be placed on a third-party review site, Cornwall Estates website, social media, google. These reviews may be published on marketing literature including market appraisal reports and promotional material.

If a review is incentivised, then we will clearly inform the consumer. The review will still reflect the actual experience of the commentator.

Cornwall Estates will not allow fake reviews, and do not offer any incentives in exchange for reviews. We will not allow reviewers to post reviews under false names or using someone else’s identity.

Cornwall Estates will not omit information from any reviews or publish only selected positive reviews. Employees who may suspect a review is not legitimate are encouraged to report to their manager.

Any review believed to be fake will be investigated and removed where possible. Disciplinary Action may be taken if any employee or third party has been associated with a fake review.

Cornwall Estates (Padstow) Limited reserve the right to take Legal Action against any individual posting a fake review which has been intentionally used to cause harm to the reputation of the company. Genuine negative reviews will be acknowledged and where necessary the writer will be advised to follow the company complaints procedure.

We encourage our customers to write honest and unbiased reviews based on their experience with the company and to ensure that the review is pertinent to the service they have received. Any customer who wishes to make a complaint these should be submitted in writing and in accordance with the Complaints Procedure which can be requested at sales@cornwallestates.co.uk

This policy document will be reviewed annually or in accordance with legislation requirements and updates. If you wish to report a review you believe to be invalid or suspicious please contact us at sales@cornwallestates.co.uk 01841 550999

13/05/2025

Cornwall Estates (Padstow) Limited

5 Broad Street

Padstow

PL28 8BS

sales@cornwallestates.co.uk

01841550999