What's not allowed
- Insults, name-calling, personal attacks and abusive descriptions
- Labels about someone's character, such as "liar", "cowboy", "bad customer" or "avoid"
- Accusing a named person of a crime such as fraud or theft. If you believe a crime has happened, report it to the police or Action Fraud. We can help you organise your evidence.
- Threats, intimidation and harassment
- Doxxing: posting someone's phone number, email address, full address or other contact details in descriptions
- Discriminatory content, or sensitive information about health, religion, ethnicity, sexuality and similar
- Malicious campaigns, revenge reports, duplicate reports about the same event and coordinated attacks
- Information you know or suspect is false
- Trying to pay for, or pressure us into, a particular outcome
- Impersonation, spam, malware, scraping, or accessing accounts that aren't yours
How to write a record
| Instead of this | Write this |
|---|---|
| "Scammer. Never paid me." | "Invoice INV-104 for £1,200 was due on 3 October 2026. No payment received as of 17 October 2026." |
| "Nightmare customer, kept changing everything." | "Three changes were requested after the quote was accepted (see messages 4, 7 and 9). Change 2 was not approved in writing." |
| "Liar, says the work is bad." | "Customer disputes the finish of the patio edging. Photos from completion day are attached." |
| "Lives at 12 High Street, call 07…" | "Job in the PO33 district." (Contact details go in the protected customer fields.) |
Try the checker
This is the same wording check that runs on every record, dispute, advert and message. Type a sentence to see what it catches.
How content is checked
- As you type: wording that breaks these rules is flagged and can't be saved.
- Structured fields: records are built from neutral fields (dates, amounts, agreed terms, status) with very little free text.
- Publication gate: nothing is visible to anyone else just because it was uploaded. Higher-risk content is held for a person to review, with a record of who submitted it, the evidence and the policy version that applied.
- Human moderators: trained on this policy, evidence standards and data protection, with clear limits on their authority and a route to escalate. A moderator with a personal or business connection to either side steps aside.
- Investigation: we can restrict content while a serious legal, safety or data protection issue is looked into.
Reporting content
Every message has a Report and a Block button. To report anything else, or if a record is about you, use Your rights or contact us. Illegal content is prioritised.
What happens if rules are broken
Depending on how serious it is: a warning, a required edit, removal of the content, restriction of features, suspension, or closing the account. We record the reason and tell you, unless the law stops us, and you can appeal. Paying for a plan, advert or partnership makes no difference.