POLICIES
Review Integrity Policy
We use Trustpilot and Google reviews to give an honest picture of what it's really like to deal with us. That only works if every review is genuine. This page sets out what we do to make sure it is, and what we will never do.
It covers reviews of Winn Group, Winn Solicitors, Winns Wills, and On
Hire.
Our Commitment
We do not write, buy, or ask anyone to write a review of Winn Group, Winn Solicitors, Winns Wills, or
On Hire that is not based on a real experience with us. We do not offer discounts, gifts, or any other reward in exchange for a review. We do not hide, remove, or bury negative reviews to make our rating look better than it is, and we do not let anyone with a close personal connection to the business, such as an employee, owner, or close family member, post a review of us.
These commitments reflect our obligations under the Digital Markets, Competition and Consumers
Act 2024 (DMCC Act), which makes fake and misleading reviews illegal, and the guidelines and policies published by the platforms we use, including Trustpilot's Guidelines for Businesses and Google's own review policies, which we have adopted as our reference standards.
How We Collect Reviews
We actively invite clients to leave reviews on Trustpilot and Google. On Trustpilot, we only use
its approved invitation methods; on Google, we follow Google's own rules on how businesses may ask for reviews. We don't actively ask clients to leave reviews on other platforms, such as Review Solicitors or Reviews.io, though we do monitor these and may engage with reviews left there. We do not selectively invite clients we expect to leave a positive review, and we do not incentivise reviews in any way.
How We Handle Negative Reviews
A negative review is not a complaint we try to make disappear. If you leave a review, genuine and
critical, it stays online, and we will respond to it publicly and honestly.
A review and a formal complaint are handled differently. Depending on which part of the business
you've dealt with, this is governed by rules set by the Solicitors Regulation Authority and the Legal Ombudsman (Winn Solicitors and Winns Wills), or the Financial Conduct Authority and the Financial Ombudsman Service (On Hire), and these mean we can't treat the two as the same thing. If you want to raise a formal complaint, you can do so through our complaints process, and if you've done that, our response to your review will be coordinated with that process so the
two don't contradict each other. But raising a review is never, by itself, treated as a substitute for making a complaint, and it will never be used as a reason to suppress or avoid publishing what you've said.
We will never pressure, threaten, or offer you anything to edit or remove a review you have posted.
You can read more about how we handle formal complaints on our Complaints Policy page.
Checking Reviews Are Genuine
We monitor our review activity for signs of manipulation, whether that is a suspicious pattern of
reviews or a review we believe was not left by a genuine client. Where we have concerns about a specific review, we raise it directly with the platform concerned (Trustpilot or Google) using their official review process, and it is for that platform, not us, to decide whether the review is removed.
Trustpilot
Trustpilot's Content Integrity Team, along with automated detection tools, reviews flagged content for authenticity. You can read Trustpilot's full guidelines for businesses and reviewers here: corporate.trustpilot.com/legal/for-businesses/guidelines-for-businesses/may-2025
Google has its own policies covering how businesses may request reviews and how it investigates and removes content that breaches its guidelines, including reviews it identifies as fake or manipulated using its own detection tools. You can read Google's policy here: support.google.com/business/answer/2622994
Our Commercial Relationship with Review Platforms
We have a paid subscription with Trustpilot. This is shown on our Trustpilot profile, next to our rating, and on the accompanying "Company activity" page that Trustpilot publishes for every business. Where we hold a paid relationship with any other review platform, we disclose it in the same way, using that platform's own transparency features.
Questions or Concerns
If you believe a review of Winn Group, Winn Solicitors, Winns Wills, or On Hire is not genuine, or you have any questions about this policy, contact us at marketing@winngroup.co.uk.