Reviews Policy

Effective from: 16th May 2025

At Eastaway Property, we value transparency, integrity, and the genuine experiences of our clients. Reviews play an important role in helping others understand who we are and how we work. Whether someone has sold a property through us, purchased a new home, attended a viewing, or received advice during a valuation, we welcome their feedback and take it seriously.

This policy outlines how we manage, use, and respond to client reviews across all platforms.

1. Where Our Reviews Are Collected

We currently receive and display reviews from the following channels:

Google Reviews
Trustpilot
Direct emails and feedback provided to our team

These reviews are submitted voluntarily by individuals who have had a direct interaction with our services. We do not write reviews on behalf of clients or fabricate testimonials in any form.

2. How We Handle Reviews

We are committed to presenting all reviews fairly and accurately. To support this, we confirm the following:

We do not edit, alter, or amend client reviews in any way.
We do not pay for, incentivise, or reward reviews.
We do not remove or hide negative feedback, unless the content is abusive, factually incorrect, or violates platform rules.
We do not post or commission fake or misleading reviews.

We believe that honest feedback, both positive and critical, is essential for improving our service and earning the trust of future clients.

3. Verification of Reviews

In the event that a review submitted via Google or Trustpilot is flagged for verification, we will provide the necessary supporting evidence to confirm that a genuine interaction took place. This may include communications, CRM records, property visit logs, or transaction data. Our aim is to assist review platforms in verifying authenticity without compromising client confidentiality.

4. Publishing and Displaying Reviews

Reviews may be published on our website, social media pages, or other marketing materials. We may use excerpts from verified reviews for promotional purposes, but only when:

The review has been submitted in a public forum, or
The reviewer has given express permission for their comments to be shared.

No review will be published out of context or in a way that could mislead the reader.

5. Legal and Regulatory Compliance

This Reviews Policy is written in accordance with the Digital Markets, Competition and Consumers Act 2024 and complies with guidance issued by the Competition and Markets Authority (CMA) regarding unfair commercial practices. We are committed to maintaining full compliance with all consumer protection legislation and to upholding the highest ethical standards in our marketing and communications.

6. Contact

If you would like to leave a review, discuss one you have submitted, or report a review that you believe is misleading or inaccurate, please contact us at:

Email: hello@eastaway.co.uk
Telephone: 01780 672030

We appreciate all feedback and will always handle your comments with professionalism and respect.