Thomas Morris - Royston

Reply from Thomas Morris - Royston: Hi Francis, Thank you for bringing this to our attention. We understand your frustration and want to clarify our process. Feefo does not, and cannot, manually change a customer's star rating; our systems are designed to reflect exactly what you enter. Feefo clients are strictly prohibited from leaving themselves reviews. We never delete reviews simply because they are negative. In fact, we value and publish honest feedback—in 2024, 5% of all reviews posted on Feefo were 1-star ratings. Reviews are only moderated if they breach our moderation guidelines, such as sharing a service/delivery experience in a product-specific review area. Our goal is to ensure feedback is helpful and compliant. If you'd like to know more about our moderation guidelines and how it works, please see our Moderation Blog, found here: https://business.feefo.com/resources/how-we-keep-our-reviews-honest To help get your voice heard, please check your inbox for an email from our moderation team explaining any necessary adjustments. If you believe there has been a technical error with your rating, please contact us at support@feefo.com so we can investigate and resolve this for you immediately. We are committed to fairness and transparency. Best, The Feefo Team