About Yell Reviews

 

Yell provides businesses and consumers with a platform (www.yell.com) to share feedback based on their genuine experiences.

 

Yell Reviews supports businesses in building their online reputation and understand what’s working, and what their customers really think of their services. 

 

For consumers, Yell Reviews offers access to real-life experiences with businesses they may be considering using, helping them make informed decisions.  

 

We’ve built a community of Yell.com reviewers who can quickly and easily leave reviews and star ratings on our platform. Thousands of reviews are submitted each year, across all kinds of local businesses. 

 

Why do online reviews matter?

 

Yell commissioned market research to find out exactly what consumers think about online reviews. Do reviews help them to make decisions? Are online customer reviews really worthwhile? Research shows that: 

 

  • 78% say that it’s important for businesses to respond to any problems raised in reviews. 
  • 67% say they’re more likely to select a business that has online reviews over one that doesn’t. 
  • 62% say that reviews need to be relatively current in order to be meaningful. 
  • 31% say that if a business they’ve used asks them to leave a review they will do so. 
  • 60% will consider using a business even if the overall review rating isn’t 100% perfect. 
  • 50% say that feedback is less trustworthy if it’s all positive. 

 

And the most crucial fact is that 91% of consumers take action as a direct result of reading positive online reviews. 

 

Are Yell reviews genuine? 

 

Yell Reviews is at the core of the trust we’ve built up over the years, and we work hard to make sure that existing and brand-new reviews are trustworthy.

 

Yell Reviews are designed to help consumers share honest feedback. All reviews must comply with our Reviews Policy and be based on a genuine first-hand experience. We take action where content is found to breach that policy.

 

For more information on how reviews are assessed and moderated, see the section below.

 

How does Yell protect my privacy? 

 

Yell is committed to protecting the privacy of all users. Our Privacy Policy explains how personal data is collected, used and stored, and the rights available to users.

 

These rights include:

 

  • Access to your data
  • Correction of inaccurate data
  • Deletion of data (the “right to be forgotten”)
  • Restriction or objection to processing
  • Withdrawal of consent
  • The right to complain to a data protection authority

 

We do not share the identity or personal details of reviewers with businesses or other users unless required by law or a regulatory authority.

 

Does Yell verify or otherwise vet reviews?


 Reviews are usually published shortly after submission and are visible to everyone.

 

Reviews are not pre-approved before publication.  We use a combination of user reporting, automated systems and manual review processes to assess whether content complies with our Reviews Policy and Conditions of Use.  These processes help us identify potential breaches, but we cannot guarantee every review is genuine.

 

In limited cases, a review may not be published (or may be removed) where it breaches our Reviews Policy – for example if it:

 

  • Is not based on a genuine first-hand experience
  • Is fake, misleading or manipulated
  • Has been incentivised
  • Contains spam or promotional content
  • Includes harmful or illegal content
  • Contains offensive or inappropriate language

 

How do I leave a review?


To leave a review, you’ll need to create a Yell account, simply register here. You can also sign in using your Google or Facebook account.

 

Having a Yell reviews account allows you to: 

 

  • Customise your username 
  • Upload a profile picture
  • Join the Yell Reviews community
  • Keep track of all the reviews you have left for businesses 

 

When submitting a review, you’ll need to provide your full name and email address. Reviews usually appear shortly after submission, but some may be held back for verification checks. We will send you an email to verify your details before your review is published.

 

To write a review:

 

  • Search for the business you want to rate
  • Go to their Yell.com listing
  • Click the ‘Write a Review’ button at the bottom of the profile page
  • Add a succinct title, select a star rating (from one to five stars), and write your review
  • Click ‘Submit Review’ when you’re ready

 

Before posting, we recommend reviewing our Reviews Policy to ensure your content complies with our guidelines.

 

What reviews should and should not include?

 

Yell Reviews is designed to help consumers share honest feedback and help other users make informed decisions.

 

To ensure reviews are fair, helpful and trustworthy, reviews should:

 

  • be based on a genuine, first-hand experience
  • relate to the service or product received
  • be accurate and written in good faith
  • be respectful, even when sharing negative feedback, and
  • focus on the reviewer’s own experience rather than speculation or hearsay

 

Reviews must not:

 

  • be fake, fabricated, misleading or manipulated
  • contain offensive, abusive or inappropriate language
  • include illegal or harmful content, threats, harassment or hate speech
  • contain spam, promotional material or irrelevant content
  • include personal data used inappropriately, including naming private individuals in a negative context or sharing contact details without consent
  • be posted in exchange for payment, discounts or other incentives. An incentive includes (but is not limited to) discounts, monetary rewards, free products, loyalty points, gifts, coupons, or any other benefit, or
  • be written by or on behalf of the business, employees, family members or competitors

 

Reviews are assessed in line with our Reviews Policy, regardless of whether the business advertises with Yell.  

 

How do I write a helpful review?

 

At a minimum, you must leave a star rating. Ratings range from one star (poor) to five stars (excellent).

 

We encourage reviewers to include clear and relevant detail about their experience with the business. This helps other users make informed decisions and provides constructive feedback to the business.

 

When writing your review:

  • Focus on your own genuine first-hand experience
  • Include relevant details about the service or product received
  • Keep your feedback clear and factual

 

Constructive criticism is welcome, including negative feedback, provided it reflects a genuine first-hand experience and complies with our Reviews Policy.

 

Can I leave more than one review for the same business?


Reviewers are generally limited to one review per business listing for the same experience or transaction.


To help maintain useful and varied feedback, duplicate reviews or repeated submissions containing substantially the same content may not be published or may be removed.


If you have new, genuine first-hand feedback at a later date because you have had a new experience with that business, you can submit a new review in line with our Reviews Policy.

 

Can I edit my review after posting?

 

Yes. You can edit your review through your Reviews Account. If you can’t access your account or need help updating a review, contact Customer Care.

 

Are reviewers penalised for leaving negative feedback?


No. Yell encourages free speech and supports every reviewer’s right to express their opinion. 


However, reviews must comply with our Reviews Policy. We do not allow, for example, fake, misleading or incentivised reviews, or content that is harmful, illegal, offensive or abusive.


All review content published on Yell.com must comply with our Reviews Policy, and the Yell.com Conditions of Use. 


Why has my review not been published?


Your review will usually appear shortly after submission but may not appear if:

  • It contains clearly prohibited language (such as offensive or abusive content).
  • It appears to be fake, misleading, incentivised, or otherwise in breach of our Reviews Policy. 
  • It triggers automated spam or fraud detection checks.
  • It requires additional verification following a report.
  • There is a temporary technical or indexing delay.

 

If your review does not appear and you believe it complies with our Reviews Policy, please contact us.

 

Why can I see reviews marked as pending?

 

In some cases, a review may remain pending and not be published immediately. This may happen where:

 

  • The reviewer has not completed an email verification process
  • The review has been flagged for additional checks
  • Automated systems have identified potential policy concerns
  • Further information is required from the reviewer

 

Reviews cannot be manually published until verification or required checks are completed.

 

Can businesses respond to reviews?

 

Yes. Businesses are usually notified when a new review is posted about their services via email and through the Yell for Business app. 

 

They can choose to opt out of receiving review notifications if they wish. 

 

Businesses can respond to reviews as long as they have registered for a Yell account. To respond, the business owner or account holder can log in and click ‘Received reviews’ within their account.  

 

When a business responds, the reply is clearly labelled as a ‘Business Response’, so users can easily see who is replying. 

 

All responses must comply with our Review Policy, content guidelines and the Yell.com Conditions of Use. They must not include any content that breaches these. Yell works hard to ensure that the platform is open, honest and useful for both consumers and businesses. 

 

Business responses are published in real time and are visible to anyone viewing the business listing on Yell.com.


What happens when you report a review?


When a review is reported, it may be temporarily hidden from public view while we assess it against our Reviews Policy.


If the review is found to breach our policy, it will be removed. If it complies, it will be reinstated. In some cases, we may contact the reviewer to request additional information to support the validity of their review. If we do not receive a response or the information provided does not support the review, it may be removed.


Reporting a review does not automatically result in its removal. Each report is assessed on a case-by-case basis in line with our Reviews Policy and applicable laws.


Due to the volume of reports we receive, we are unable to provide individual feedback or outcome updates in every case. Where action is taken, this will be reflected on the Yell Listing.


To avoid misleading consumers, businesses cannot selectively remove reviews. If a business chooses to suppress the reviews facility on its listing, all reviews (positive and negative) will be removed from public view, and no new reviews can be left while suppression is active.


Who can see Yell reviews?


Reviews and other user-generated content are visible to anyone who visits Yell.com once they are submitted and published. Reviewers should ensure that any written content complies with the Reviews Policy and any user-generated content complies with the Conditions of Use. 


Reviews must be the reviewer’s own work and must not include copyrighted material (for example text, images, videos, music, or content copied from other sources).  

If we are contacted by a copyright owner, Yell may remove the content in line with our policy.


Can a business opt out of reviews?

 

Yes. Businesses can choose to suppress the reviews facility on their Yell Listing. If suppression is active:

  • All reviews (positive and negative) are removed from public view
  • No new reviews can be submitted

If reinstated, previously published reviews may reappear.


Yell recommends suppressing reviews only as a last resort, as online reviews can help businesses build trust, improve their services, and attract new customers.


If you would like to discuss suppressing reviews on your business listing, please contact our Customer Care Team.


Can businesses remove reviews from Yell?

 

Reviews on Yell.com will remain visible as long as they comply with our Reviews Policy and Conditions of Use. This applies regardless of whether the review is positive, neutral or negative, provided it is based on a genuine first-hand experience and does not breach our content rules.

 

If a business believes a review breaches our Reviews Policy (for example, because it is not based on a genuine first-hand experience or contains prohibited content), they can report it by clicking the “Report Review” link alongside the review on the Yell.com listing.  We will assess the content against our Reviews Policy and, where necessary, may request additional information from the reviewer before deciding whether the review remains visible, is reinstated or removed.

 

Please note that reporting a review does not automatically result in removal. Reviews are not removed simply because a business disagrees with the rating or feedback, provided they meet our policy requirements.

 

What advice is there for businesses that receive negative reviews?

 

At Yell, we understand it can be difficult to receive a negative review, particularly if you feel that it doesn’t reflect your business. However, we recommend taking the time to leave a thoughtful, constructive response. 


Responding thoughtfully and professionally can be hugely valuable for customers and potential customers, as it shows that you take feedback seriously and are committed to providing good customer service. 


Where appropriate, you may wish to address the points raised, clarify any misunderstandings, or invite the reviewer to contact you directly to discuss the issue further. Even when you disagree with a review, responding respectfully can help demonstrate a positive and professional approach.


Many businesses find that engaging openly with feedback helps build trust and shows a commitment to continuous improvement.


Yell includes a feature called ‘Request a Review’, which is accessible through the business account of each listing. 

We’ve also written a more detailed Guide to Managing Negative Reviews for further support. 


How do I encourage customers to leave a review on my Yell listing?


The easiest way to request reviews from customers is to use the ‘Request a Review’ feature, which is accessible from the Reviews section of your business account dashboard. 


This allows you to send review requests to customers by email or text message (SMS).  


You can also access the ‘Request a Review’ feature through the free Yell for Business App. 


How do I grow business reviews?


Increasing the number of genuine reviews on your Yell.com listing can help provide valuable feedback and give potential customers a broader view of your services.


You can find more information in our Growing Your Reviews guide. 


Please note that customers will need to create a Yell account or sign in through Facebook or Google in order to submit a review.


Businesses can also promote their Yell listing offline. Yell can provide “Review us on Yell.com” stickers for display in locations where customers may see them.


These are available from the Yell Customer Care team. Visit https://www.yell.com/contactus/ during business hours for more information.


Yell also offers a range of digital marketing solutions to boost the online presence and volume of customers for local businesses. Head to Yell Business for more information.