Trustpilot Fake Reviews: How to Get Defamatory Reviews Removed

Trustpilot is one of the most influential review platforms in the UK, with over 50 million reviews and a dominant presence in Google search results. A single fake or defamatory Trustpilot review can deter potential customers and damage a business's reputation for years. This guide explains how to get defamatory Trustpilot reviews removed — through the platform's own processes and, where necessary, through legal action.

When Is a Trustpilot Review Defamatory?

Not every negative review is defamatory. Under the Defamation Act 2013, a review is actionable if it:

• Contains a false statement of fact (as opposed to honest opinion)
• Is published to third parties (which any public review is)
• Causes or is likely to cause serious harm to your reputation — and for businesses, serious financial loss

Examples of defamatory reviews include false allegations of fraud, dishonesty, criminal conduct, deliberate overcharging, or dangerous practices. Statements like "this company scammed me" or "they sold me counterfeit goods" are assertions of fact that, if false, are clearly defamatory.

Trustpilot's Own Reporting Process

Trustpilot has a Content Integrity Team that reviews flagged reviews. To flag a review:

1. Log in to your Trustpilot Business account
2. Find the review and click "Report review"
3. Select the relevant reason (e.g., "This review is not based on a genuine experience")
4. Provide supporting evidence
5. Wait for Trustpilot's decision (typically 5–10 business days)

Trustpilot will remove reviews that violate their guidelines, including reviews from non-customers, reviews containing threats, and reviews that are clearly part of a competitor campaign. However, Trustpilot is often reluctant to remove reviews simply because the business disputes the reviewer's account of events.

When Flagging Fails: Legal Removal

If Trustpilot declines to remove a review through its internal process, legal options include:

• Pre-action letter to Trustpilot — a formal legal letter to Trustpilot's legal team (based in Copenhagen) putting them on notice that the review is defamatory and demanding removal. Under the Defamation Act 2013 s.5, website operators who receive a complaint of defamation must either remove the content or identify the author.
• Direct claim against the reviewer — if the reviewer is identifiable, you can pursue a defamation claim directly against them
• Norwich Pharmacal order — if the reviewer is anonymous, you can apply for a court order requiring Trustpilot to disclose the reviewer's identity
• Court order for removal — in serious cases, you can obtain a court order compelling Trustpilot to remove the review

Section 5 Defence: The Website Operator Gateway

Trustpilot may rely on the Defamation Act 2013 s.5 defence for website operators. This provides a defence to operators who did not post the statement, provided they comply with the regulations when a complaint is received. The regulations require the operator to notify the poster and, if the poster does not respond or consent to removal, to remove the content.

In practice, many reviewers do not respond to the notification process, resulting in removal.

The Section 1 Defence: Serious Harm Threshold

For businesses, the serious harm test under s.1(2) requires proof that the defamatory statement "has caused or is likely to cause the body serious financial loss." Evidence that can establish this includes:

• Demonstrable loss of customers or clients following the review
• Cancelled contracts or lost tenders
• Reduction in Trustpilot score affecting conversion rates
• Internal data showing correlation between the review and revenue decline

Responding to Trustpilot Reviews (Without Making Things Worse)

While pursuing removal, consider how you respond publicly. A calm, professional response can mitigate reputational damage. However, be careful not to:

• Disclose confidential customer information (which could create a data protection liability)
• Make accusations against the reviewer that could themselves be defamatory
• Prejudice any future legal proceedings

Related Reading

Review Site Defamation Hub | Google Reviews Removal | How to Remove Defamatory Content