Introduction

The Royal Mint is committed to maintaining the highest standards of integrity and transparency in all aspects of our operations, including the management and presentation of reviews. We recognise the critical role that genuine reviews play in raising consumer trust and enhancing our business reputation. As such, we strictly prohibit the submission and commission of fake reviews and are dedicated to preventing and removing any reviews that violate our standards.

This policy outlines our commitment to ensuring transparency, accuracy, and fairness in consumer reviews in compliance with the Digital Markets, Competition and Consumers Act 2024.

Purpose and scope of policy

1. This policy aims to:

   1. safeguard consumers from misleading information by actively monitoring and removing reviews that are identified as fake or otherwise non-compliant with our standards;
   2. ensure we adhere to all applicable laws and regulations governing the use and management of reviews, thereby upholding our legal and ethical obligations;
   3. encourage a culture of transparency and accountability within our organisation by clearly communicating our policies and procedures regarding reviews to all stakeholders, including employees, partners, and consumers; and
   4. ensure that all reviews reflect the genuine experiences and opinions of consumers, making sure that reviews:
      1. do not relate to a product or service you are connected with (for example, because you, or someone in your family, has a financial interest in or works for the business that provides it);
      2. do not manipulate ratings (for example, you cannot submit multiple reviews for the same product or service); and
      3. comply with our third party’s content guidelines.

2. This policy applies to all product or service reviews published or hosted by us, whether on our own platform(s) or via third-party platforms under our control.

3. This policy will be reviewed and updated regularly to ensure ongoing compliance with regulations.

User responsibilities

1. Users (being those who contribute to or interact with review-related content) must provide honest and accurate information in their reviews. Any false or misleading statements are subject to removal.
2. Users must disclose any conflicts of interest.
3. Reviews must be written in respectful language and must not contain offensive, defamatory, or inappropriate content.

How we collect reviews

1. Only reviews collected through Feefo will be published or shared by us. Feefo's platform ensures that reviews are submitted by verified customers who have made a purchase. The process for collecting reviews is as follows:

   1. After a purchase, customers may receive an invitation from Feefo to submit a review. If you have gifted a product or service to someone else you are unable to forward them the invitation.
   2. Customers provide feedback directly on Feefo's website, ensuring authenticity and verification.
   3. The Royal Mint will then publish the verified and compliant review, along with our aggregate review score on our site.

2. Feefo's policies and procedures for review collection can be found on their website, including at the following link: https://business.feefo.com/support/content-moderation.

Submission of fake reviews

1. The Royal Mint strictly prohibits the submission of fake reviews.

2. A "fake review" includes, but is not limited to, a review that is:

   1. written by someone who has not used or purchased the product/service;
   2. materially false, misleading, or written in exchange for incentives without appropriate disclosure; and
   3. posted by businesses about themselves or their competitors.

3. All reviews must be based on genuine experiences with the product or service being reviewed.

4. Users are prohibited from submitting reviews that are fabricated or misleading.

Commission of fake reviews

1. The commission of fake reviews, whether by employees, contractors, or third-party service providers, is a serious violation of our policy.

2. The Royal Mint will take prompt action to address any instances of commissioned fake reviews, including the removal of the review or account suspension.

Prevention and removal of banned reviews

1. Users can report suspicious or non-compliant reviews (at the following page: Contact The Royal Mint | The Royal Mint), which will be investigated promptly.
2. The Royal Mint, and any review platform we rely on (such as Feefo above), may implement verification processes to confirm the authenticity of reviews. This may include requesting proof of purchase or other relevant documentation.
3. The Royal Mint reserve the right to monitor and moderate reviews to ensure compliance with this policy. Non-compliant reviews may be edited or removed.

4. To prevent and remove banned reviews, The Royal Mint will:

   1. regularly monitor our and any third-party review platform in order to identify suspicious review activity;
   2. conduct regular audits of reviews to ensure compliance with our standards;
   3. provide clear guidelines and training to employees on the identification and handling of fake reviews; and
   4. establish a transparent process for consumers and stakeholders to report suspected fake reviews, ensuring prompt investigation and resolution.

5. Users who violate this policy may face consequences, including the removal of reviews or the suspension of account privileges.

Prohibition of incentivised reviews

Reviews that are incentivised by compensation, discounts, or other benefits are strictly prohibited.
For any questions or concerns regarding this policy, please contact us at customer.services@royalmint.com.