Review
Moderation Policy

Document Ref: MVO-2026-REVIEWS-V1

1. PURPOSE OF THIS POLICY

This Review Moderation Policy explains how Memovo handles reviews, ratings, comments, feedback, disputed reviews, takedown requests and review-related reports on memovo.co.uk.

Memovo is an online directory platform. Reviews are intended to help families, care seekers, providers and care-sector users understand experiences shared by other users. Reviews must be fair, relevant and suitable for publication.

This policy should be read alongside our Terms of Service, Privacy Framework, Cookie Framework and Directory Disclaimer.

2. MEMOVO’S ROLE

Memovo may allow users to submit reviews, ratings or feedback about care homes, care agencies, service providers, partner organisations or related listings.

Memovo may check reviews before publication. This helps us reduce fake reviews, abusive content, irrelevant submissions, private information, unsupported serious allegations and content that may be unsuitable for a public directory.

Memovo does not guarantee that every statement in a review is independently proven, complete, accurate or representative of all experiences with a provider.

3. WHAT “VERIFIED REVIEW” MEANS

Where a review is described as “Verified”, this means Memovo has carried out checks before publication. These checks may include reviewing the submission, checking the email address, assessing whether the review appears genuine, identifying spam or abuse patterns, and contacting the reviewer where appropriate.

A verified review does not mean Memovo has independently investigated every statement, confirmed every event, assessed care quality, approved the provider, or guaranteed that the review is factually complete.

Verified reviews remain user-submitted opinions and experiences.

4. WHO CAN LEAVE A REVIEW

Reviews should only be submitted by people who have a genuine experience or relevant connection with the provider or service being reviewed. This may include family members, care seekers, residents where appropriate, clients, customers, care homes, service users or people who have made a genuine enquiry or used the provider’s services.

Reviewers must not submit fake reviews, reviews on behalf of someone else without permission, reviews designed to unfairly damage a provider, or reviews created in exchange for undisclosed incentives.

5. REVIEW CONTENT RULES

Reviews should be honest, relevant, specific and based on genuine experience. Reviewers should avoid claims they cannot support and should not include unnecessary private or sensitive information.

Memovo may refuse, edit, hide or remove reviews that include:

• abusive, threatening, harassing or discriminatory content;
• personal attacks against staff, residents, families or named individuals;
• private information, medical details, addresses, financial information or confidential details;
• unsupported allegations of abuse, neglect, criminal conduct, safeguarding failures or serious professional misconduct;
• defamatory, misleading, false or malicious statements;
• spam, promotional content, irrelevant content or duplicate submissions;
• incentivised reviews where the incentive is not disclosed;
• reviews submitted by providers about themselves or competitors;
• content that may create legal, safety, safeguarding, privacy or platform integrity concerns.

6. MODERATION BEFORE PUBLICATION

Reviews may be checked before they are published. A submitted review may therefore not appear immediately.

During moderation, Memovo may approve the review, reject the review, ask for more information, remove unsuitable details, temporarily hold the review, or decide not to publish it.

Memovo may make minor edits for formatting, privacy protection, clarity or removal of unsuitable content. We will not knowingly change the overall meaning of a review in a way that misrepresents the reviewer’s experience.

7. SAFEGUARDING, URGENT OR SERIOUS CONCERNS

Memovo is not an emergency service, safeguarding authority, care regulator, inspection body or investigator.

If a review or report includes safeguarding concerns, urgent safety issues, allegations of abuse, neglect, serious harm, criminal behaviour, medical emergencies or immediate risk, Memovo may decide that the content is not suitable for normal public review publication.

Where appropriate, Memovo may advise the reviewer to contact the provider, local authority safeguarding team, emergency services, police, healthcare provider, CQC or another relevant body. In limited circumstances, Memovo may also take action to protect platform users or comply with legal obligations.

Do not use Memovo reviews or report forms for urgent medical, safeguarding or emergency situations.

8. PROVIDER RESPONSES

Where Memovo allows provider responses, providers should respond professionally, respectfully and without disclosing private information about residents, families, staff, service users or complainants.

Provider responses must not include threats, personal attacks, confidential information, medical information, discriminatory comments, misleading claims or attempts to identify private individuals unnecessarily.

Memovo may refuse, edit, hide or remove provider responses that do not meet these standards.

9. DISPUTED REVIEWS AND TAKEDOWN REQUESTS

Providers, reviewers or other users may report a review they believe is fake, inaccurate, abusive, defamatory, private, inappropriate, irrelevant or otherwise unsuitable.

When Memovo receives a review dispute or takedown request, we may review the content, consider the reason given, request further information, contact the reviewer or provider where appropriate, and decide whether to leave the review live, amend it, temporarily hide it or remove it.

Submitting a takedown request does not guarantee that a review will be removed. Memovo will make a moderation decision based on the information available and the standards in this policy.

10. FAKE, INCENTIVISED OR MANIPULATED REVIEWS

Memovo does not permit fake reviews, review manipulation, review swapping, undisclosed incentivised reviews, competitor sabotage, self-reviewing by providers, or attempts to artificially inflate or damage a provider’s reputation.

If Memovo identifies suspicious review behaviour, we may reject or remove reviews, suspend review features, restrict accounts, contact the reviewer or provider, or take further platform action where appropriate.

11. REVIEW ORDERING AND DISPLAY

Reviews may be displayed according to platform design, relevance, recency, moderation status, rating, listing layout or other directory features. Memovo may change how reviews are displayed as the platform develops.

The presence, absence, order or number of reviews should not be treated as a Memovo endorsement, recommendation, quality ranking or guarantee of provider suitability.

12. PRIVACY AND PERSONAL INFORMATION IN REVIEWS

Reviewers should not include unnecessary personal information, medical details, safeguarding details, financial details, private family information or confidential information about themselves or others.

Memovo may remove or edit personal information from reviews where we consider it necessary or appropriate. Personal information submitted with reviews may be handled in accordance with our Privacy Framework.

13. OUR MODERATION DECISIONS

Memovo has discretion to make moderation decisions in order to protect users, providers, reviewers, vulnerable people, platform integrity, privacy and legal safety.

Moderation decisions may include approving, refusing, editing, hiding, removing, escalating or holding content for further review. Memovo is not required to publish every review submitted to the platform.

14. CHANGES TO THIS POLICY

We may update this Review Moderation Policy from time to time to reflect changes in platform features, review tools, moderation processes, legal requirements, user feedback or operational needs. The document reference above will be updated when material changes are made.