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    How to complain about an unfair or fake review

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    A review can feel unfair, especially when it is negative. But a negative review does not break the rules. We remove a review only if it breaks our rules or the law. This is how you can complain about a review.

    When can a review be removed?

    • The review is not based on the writer's own experience, or it was written by a competitor.
    • The review was paid for, or the writer works for the business.
    • It contains insults, threats, hate speech or defamation.
    • It contains other people's personal data, such as a phone number or a staff member's surname.
    • It is spam, advertising or text copied from somewhere else.
    • It has nothing to do with this place or business.

    If the review is critical but fair, it stays on the page. Then the best thing to do is to reply calmly, see How to respond to reviews: a guide for businesses.

    How to complain

    1. Write to [email protected].
    2. Include the link to the business page and say which review it is.
    3. Explain what you dispute and why. If you have evidence, for example that there was no such customer, attach it.

    What happens next?

    We handle your complaint and ask for more evidence if needed. The decision is one of three: the review is kept, corrected or removed. Positive and negative reviews are handled under the same rules. If you disagree with the decision, you can ask for a new review in the same email thread. The rules are on the Review Moderation page.

    Is the review illegal?

    If you believe the review is illegal, for example a threat or defamation, send a separate report. Instructions: How to report illegal content. We handle reports under the EU Digital Services Act (DSA). In Finland the Act is supervised by the Finnish Transport and Communications Agency Traficom.

    We do not remove honest negative reviews for money. More on this: Why real reviews matter more than fake ones.

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