Question 1

Why can’t I see a review my customer said they left?

Accepted Answer

Reviews usually appear on Yell.com shortly after they are submitted. If a customer tells you they have left a review but you cannot see it on your listing, it may be for one of the following reasons:

• The reviewer has not yet verified their email address
• The review is undergoing checks to ensure it complies with our Reviews Policy
• The reviewer has recently reviewed the same business (duplicate reviews are limited)
• There is a temporary technical or indexing delay

If the reviewer has not verified their email address, the review will remain pending until they complete the verification process.

Reviews reported to us may also be assessed in accordance with our Reviews Policy before they are published.

Question 2

Why has a review about my business been removed?

Accepted Answer

Reviews may be removed from Yell.com if they are found to breach our Reviews Policy or Yell.com Conditions of Use.

Examples of reviews that may be removed include those that:

• Contain offensive, abusive, harmful, or illegal content
• Include misleading or inaccurate information
• Appear to be fake, incentivised, or promotional
• Contain personal information about individuals
• Cannot be verified when requested

Reviews reported to us will be assessed in accordance with our Reviews Policy before we decide whether they should remain visible or be removed.

In some cases, a review may also be removed if the reviewer deletes it themselves.

Question 3

Why has a negative review appeared on my listing?

Accepted Answer

Customers can leave reviews on Yell.com based on their genuine experience with a business.

Reviews may include both positive and negative feedback. Negative reviews can provide businesses with an opportunity to understand customer concerns and respond constructively.

If you receive a negative review, you can respond publicly using the Business Response feature to address the feedback or explain how the issue has been handled.

If you believe a review breaches our Reviews Policy or Yell.com Conditions of Use, you can report it using the Report Review link displayed alongside the review.

Reviews reported to us will be assessed in accordance with our Reviews Policy before we decide whether they should remain visible or be removed.

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Yell Reviews - Help for business owners