Trustpilot is one of the UK's most influential review platforms, with over 50 million reviews. While Trustpilot plays a valuable role in consumer transparency, false and defamatory reviews can cause serious financial harm to businesses. This guide explains the legal framework for removing defamatory Trustpilot reviews under UK law.
Understanding Trustpilot's Review System
Trustpilot operates an open review platform where anyone can leave a review, even without a verified purchase. This openness means:
- Competitors can post fake negative reviews
- Disgruntled individuals can make false allegations anonymously
- Coordinated review-bombing campaigns can target businesses
- Reviews are indexed by Google and appear in search results
When a Trustpilot Review Becomes Defamatory
Not every negative review is defamatory. A review is potentially actionable when it:
- Contains false statements of fact (not mere opinion)
- Would cause a reasonable reader to think less of the business
- Has caused or is likely to cause serious harm — for businesses trading for profit, this means serious financial loss
Examples of defamatory reviews include false claims that a business is a scam, that it has defrauded customers, or that its products are dangerous when they are not.
Trustpilot's Internal Removal Process
Before taking legal action, you should use Trustpilot's internal reporting tools:
- Report the review — flag it as violating Trustpilot's guidelines (select "defamatory" or "false information")
- Provide evidence — Trustpilot may request documentation proving the review is false
- Response timeline — Trustpilot typically reviews reports within 5-10 business days
- Business response — while awaiting removal, post a professional response clarifying the facts
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Legal Routes to Removal
If Trustpilot declines to remove the review voluntarily, legal options include:
- Pre-action letter to the reviewer — if the reviewer is identifiable, send a formal cease and desist letter
- Section 5 notice to Trustpilot — serve a formal complaint under section 5 of the Defamation Act 2013, requiring Trustpilot to facilitate contact with the reviewer or remove the review
- Norwich Pharmacal order — apply to the court for disclosure of the anonymous reviewer's identity
- Injunction — obtain a court order requiring removal of the defamatory review
Proving Serious Financial Loss
For businesses, proving serious financial loss is critical. Evidence can include:
- Decline in revenue or new customer enquiries correlating with the review's publication
- Lost contracts where the counterparty referenced the review
- Analytics showing reduced website traffic from Trustpilot referrals
- Expert evidence on the commercial impact of negative reviews in your sector
Can Trustpilot be sued directly for hosting a defamatory review?▼
What about fake reviews from competitors?▼
Should I respond publicly to a defamatory Trustpilot review?▼
Free Confidential Consultation
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