How to complain about an unfair or fake review

Has your business received a review that you think is unfair or fake? You can ask us to check it. We do not remove reviews just because they are negative, but we do remove reviews that break the rules.

When do we remove a review?

• It was written by the business itself or by a competitor.
• It is not about the author's own experience of the business.
• It contains insults, threats, hate speech or swearing aimed at people.
• It contains other people's personal data, such as phone numbers or staff surnames.
• It is advertising, spam or copied from another source.
• It contains knowingly false statements or defamation.

Criticism that is to the point may stay, even if it is harsh. Positive and negative reviews are checked by the same rules.

How to complain

1. Write to [email protected].
2. Add the link to the business page and say which review it is about.
3. Explain what is wrong. If you have evidence, for example bookings or receipts showing that the person was never a customer, send it along.

We look into the complaint and may ask for more evidence. Then we decide whether the review stays, is corrected or is removed. We tell you what we decided.

If you disagree with the decision

You can ask for a second review by replying in the same email thread. The decision after the second review is final on our side. You still keep the right to turn to the authorities or the courts.

Illegal content

If the review is illegal, for example defamation or threats, you can report it to [email protected] with the subject "Content complaint". Read more in How to report illegal content. In Sweden, the Post and Telecom Authority (PTS) is the coordinator for the EU Digital Services Act (DSA).

Reply rather than argue

A calm, factual reply shows future customers how you handle complaints. See How to respond to reviews: a guide for businesses.

All the rules are in Review Moderation and the Terms of Use.

Related

• How to respond to reviews: a guide for businesses
• Why real reviews matter more than fake ones
• How to report illegal content
• Review Moderation
• Terms of Use

Sources

• Swedish Marketing Act, marknadsföringslag (2008:486), including section 12 c on consumer reviews, in Swedish (riksdagen.se)
• Swedish Consumer Agency (Konsumentverket): the Marketing Act for consumers, in Swedish (konsumentverket.se)
• Swedish Post and Telecom Authority (PTS): the Digital Services Act, in Swedish (pts.se)