Yell is committed to being a trusted online destination for consumers to connect with businesses. Central to this trust is Yell Reviews. We ask businesses to share our values so that consumers can trust reviews and post new ones.


Requesting a review

We encourage you to proactively manage your online reputation. This includes the ability to request reviews from your customers. This can be done via the ‘Request a new review' feature through your Yell online account (accessible through the Yell Business App).


Offline requests can also be made by directing consumers to Yell.com/reviews.


You can find additional support for managing reviews by logging into your Yell online account and visiting the ‘promote your reviews’ link.


Reviews are accessed and reflected in your business listing. Specific reviews are accessible via your profile page.


We will ascribe an overall reviews star rating for your business, using an algorithm that looks at volumes of reviews by star rating. Star ratings will feature against your listing, and within your business profile.


In some cases, reviews are also published in third party search results e.g. Google.


You must not:

  • request fake or misleading reviews from customers
  • leave a revie for your own business
  • request reviews from friends or family
  • incentivise customers to leave you a review
  • pressure a customer to remove a review
  • make resolving a customer complaint contingent on the customer not leaving or remove a negative review

 

Responding to a review


Where you have the review notification functionality switched on in your Yell online account, you will be informed whenever a new review of your business is posted.


You can respond to reviews via the ‘Received Reviews’ page within your Yell online account. When you respond to a review you will be highlighted to consumers as the business owner via the ‘Business Response’ flag. Please remember that your response will be published in real-time and will be visible to anyone who visits Yell.com, so it should be constructive, appropriate and written in a non-biased way. We have further guidance on how to respond to reviews here.

 

 

 

Reporting a Review


We actively encourage anyone to report a review that they believe contravenes our Reviews Policy for Reviewers or this Reviews Policy for Businesses. You can report the review by using the ‘report review’ link on the specific review you want to report.


If a review on your listing is reported to us as being in breach of this Reviews Policy, we will investigate in a fair, impartial and timely manner.


We may temporarily remove the review whilst we investigate the report.


Where we determine the review does comply with our Reviews Policy for Reviewers and/or this Reviews Policy for Businesses, it will remain in place.


Where we determine the review does not comply with the Reviews Policy for Reviewers, we may take such action as is set out in that Policy.


Where we determine the review does not comply with this Reviews Policy for Businesses, we may:

  • Remove the review;
  • Issue you with a warning;
  • Suspend the reviews functionality on your listing;
  • Permanently disable the reviews functionality on your listing; and/or
  • Take such other action as we believe is appropriate

 

We will not remove a review solely on the basis it is negative, or because you do not like the content. If we believe you are misusing our reporting process, for example, reporting numerous negative reviews or reporting a review numerous times despite us already having investigated the review, we can refuse to investigate any further reports you make.