Customer Review Policy

Introduction

This policy sets out Co-op’s approach to customer reviews and customer review information.

In this policy, “we”, “us”, “our” or “Co-op” means Co-operative Group Limited, a registered society registered in England and Wales with registered number 525R, whose registered office is at 1 Angel Square, Manchester, M60 0AG.

This policy applies to Co-op and its group undertakings whenever we are dealing with consumers. It does not apply when we are dealing with other businesses.

Letting us know what you think

Co-op welcomes customer feedback. You can bring any concerns or complaints about Co-op to our attention using the links on our websites.

You can also post a customer review for publication via Trustpilot:

If you submit a review via Trustpilot, please comply with Trustpoint's Guidelines for Reviewers.

Our approach to customer reviews

Co-op does not permit any of the following:

  • Fake reviews
  • Concealed incentivised reviews
  • Customer reviews or review information published in a misleading way

Our approach to incentivised reviews

Co-op does not permit incentivised reviews on Trustpilot.

Co-op may permit incentivised reviews on other platforms from time to time, but only if they are published in a fair and transparent way. This includes:

  • ensuring that anyone reading or viewing the review will understand that they are seeing incentivised content, and
  • ensuring that the review reflects a person’s genuine experience of a product or service from Co-op, whether positive or negative.

How we ensure compliance

Co-op is committed to taking reasonable and proportionate steps to prevent fake reviews, concealed incentivised reviews, and customer reviews or review information published in a misleading way. This includes carrying out regular risk assessments.

If you have any concerns about any customer review information concerning Co-op, please get in touch via the contact us links on our website, so that we can investigate and take action where necessary.