Complaints and takedown

This page is for anyone who wants to complain about a review or other content on GoldStarred, including a complaint that something is defamatory, unlawful or breaks our rules. Send complaints to hello@goldstarred.com.

Who can complain

Anyone can. You may be a business that was reviewed, a person named in a review, a reviewer whose review was removed, or a reader. You do not need an account.

What to put in your notice

You can use the "Report this review" form on the review, which asks for these details, or email hello@goldstarred.com. Either way, include as much of this as you can:

1. Your name and email address, and the business you act for if any.
2. The web address of the review or content you are complaining about.
3. The words you object to, quoted exactly.
4. Why you say it is defamatory, false, unlawful or against our rules. If you say a statement is untrue, say what is true and give evidence, such as an order record or an email.
5. Whether you are willing to be named to the reviewer. If you want your identity kept back, tell us.
6. A statement that the information you gave is accurate to the best of your knowledge.

What happens next

1. Acknowledgement. With the report form, we email you a link to confirm the report is yours, and once you confirm we tell you a person will look and the outcome will follow. A notice sent by email is logged as a case by a person, who sends the acknowledgement. We aim to do that within 2 working days.
2. Assessment. A moderator reads the notice and the review. We may ask you or the reviewer for more information or evidence.
3. Contact with the reviewer. We tell the reviewer about the complaint, share its substance and give them a fair chance to respond. For a complaint of defamation we aim to send that notice within 48 hours of confirming the complaint and to ask for a reply within 5 days. These are targets, not guarantees. If we have no address for the reviewer, or cannot send email, the notice waits and our queue keeps showing it as due. We do not share your private contact details without your agreement unless the law requires it.
4. Decision. We decide whether to keep the review or remove it. If the content is unlawful, or we are satisfied it is defamatory, or the reviewer cannot or will not support it with a genuine experience, we remove it.
5. Outcome. We email you and the reviewer the decision and the reason.
6. Record. We log the notice, the steps and the decision.

The review stays visible while we assess it, unless it is clearly unlawful or puts someone at risk, in which case we may take it down at once while we look into it. Where a complaint is about a review that is negative but genuine and lawful, we will not remove it.

Defamation in England and Wales

A statement may be defamatory if it has caused or is likely to cause serious harm to someone's reputation, and for a business, serious financial loss. Honest opinion, truth, and publication on a matter of public interest are recognised defences. A reviewer's honest opinion about their own experience is normally protected. We are not able to give legal advice. If you are unsure, consider speaking to a solicitor.

Reviewers' side

If your review is the subject of a complaint, you will be told and can reply. You may edit or delete your own review at any time. If we remove a review, we say why where we can, and you can ask us to look again.

Abuse of this process

We will not let a notice be used to remove honest negative reviews. Businesses that repeatedly send groundless complaints, or threaten reviewers to take down reviews, may be treated as breaking our terms for businesses.

Complaints about us

If you are unhappy with how we handled your complaint, write to hello@goldstarred.com and say so. A different person will look again where we can. For personal data complaints you may also contact the Information Commissioner's Office.

Court orders

If you hold a court order about content on GoldStarred, send it to the same address, with the web address of the content, and we will act on it.

Urgent matters

If someone is in danger, contact the police or emergency services first.

GoldStarred is operated by Harber Glaves Trading Ltd, company number 16605946, registered in England and Wales.

Registered office: Unit A, 82 James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE.

Contact: hello@goldstarred.com