This review policy explains how we manage and moderate product reviews (e.g. a mobile handset) you have bought from us on our website and the steps we take to ensure they are authentic, transparent and safe. When you leave a review, please be honest, share your real experience, and follow this policy. We do not permit fake reviews. We publish and display all reviews (both positive and negative), as long as they comply with this policy.
Our complaints process is completely separate from the review system, so you can raise any concerns freely and without worry — the Complaints Code can be found here and more details on how you can complain: How to Complain | Help | O2
If you have any questions about this policy, please email: complaintreviewservice@o2.com
Who can leave a review
We welcome reviews about our products. We send all our customers who have made an online purchase from us an invitation to submit a review. If you have gifted a product to someone else, you can leave a review on their behalf. You need to be over 18 to leave a review.
How you can leave a review
To submit a product review, please follow the link in the review invitation email we send to you. The link will take you to the relevant webpage where you can provide your review.
It is your choice whether to leave a review, but if you do, you must comply with this policy.
To leave a review you should:
Choose the number of stars you wish to give the product. This must be done for any review.
You can also leave written comments about the product, which must also comply with the rules below.
You can also choose to upload one or more photos of the product, but any photo must comply with the rules below.
Review content rules
You must not submit a review on our website if you were compensated or given any money or something else of value in return for posting the review.
Your review must:
reflect your genuine experience and views (both positive and negative).
focused purely on the product you bought from us. We do not offer the ability to leave reviews of other elements of our offers (for example, the network service or delivery experience).
where provided on behalf of another person (where the product was purchased as a gift) reflect the recipient’s genuine experience and views of it.
be written in English and be clear and understandable to a reader.
not include content that:
is abusive, unlawful, defamatory, obscene, offensive, indecent, or menacing in nature
contains any personal information (of you or any third-party) including photos that reveal a recognisable person, full names, email addresses, postal addresses or telephone numbers, or contain financial details or other information which could result in identity theft.
infringes the legal rights of others, including third party intellectual property rights.
is duplicated to a material extent elsewhere on the internet.
if it includes any images posted alongside it, be related to the product and not of a recognisable person
How we handle review content
We process all reviews fairly, lawfully and in line with this policy.
Reviews are displayed with the most recent first by default (however this can be altered via a drop down menu), not based on whether they are positive or negative. We do not remove or hide negative reviews as long as they follow this policy.
If the review content you leave us does not comply with this policy, we will not publish it, or if it has already been published in error, we will remove it promptly. We reserve the right to remove or to refuse to post any submission for any reason as set out in this policy or for any other reason we deem necessary. You will not be notified if your review is not published or removed.
Approach to incentivised reviews
An incentivised review means a review where a person has been commissioned to provide a review e.g. provide a review in exchange for money, a freebie etc.
We do not permit or publish incentivised reviews submitted by O2 customers within the product reviews section on the O2 website. However, O2 may commission and publish other incentivised or sponsored content (for example, from content creators) outside of the product review process. This content is not part of the customer review system and will be clearly identified where it has been sponsored or incentivised (e.g. labelled as “ad”).
We may use your reviews in our marketing
We may include all (or a representative part) of your review in our marketing material in any media (for example, on our website, on social media etc). Your identity will not be revealed.
How we monitor and detect fake reviews
O2 use a third party (Bazaarvoice) to collect, moderate and process O2 reviews. Once submitted, reviews will be moderated and authenticated by Bazaarvoice. Moderated means checking against a set of moderation guidelines. This means we reject content that shouldn't be on the internet, such as inappropriate reviews or those mentioning illegal activities.
Every review submitted through Bazaarvoice undergoes a process to check for any suspicious or fraudulent behaviour. Bazaarvoice will use a combination of text and data signals to identify and reject suspected fraudulent content, this includes monitoring for unusual review patterns, duplicate submissions and suspicious IP activity.
O2 will also conduct spot checks every month to monitor for suspicious activity and fake reviews.
Reporting inappropriate review content
If you see review content that you believe is inappropriate or contrary to this policy, you can report it to us using the ‘report’ button next to the product review on our O2 website.
If you have any other concerns regarding review content that you wish to report then you can contact: complaintreviewservice@o2.com.
Investigation
If our own monitoring, or a report from you or someone else, suggests that a review does not comply with this policy we will:
Promptly investigate it further (which may involve re-moderating the review). If we then determine the review is non-compliant, we will remove it.
Immediately remove it (or not publish it, where it has been detected before publication). We will do this where we are certain it is non-compliant.
How we handle fake reviews
If we identify a review that does not comply with this policy, we may remove all reviews submitted by that reviewer and decline to publish any future reviews from them.
If we remove a review, we will not count it towards any aggregated review score.
Steps we may take where a product has attracted fake reviews may include: hiding all reviews (whether genuine or fake) for the product.
If you disagree with our decision as to whether a review is compliant you can contact us (complaintreviewservice@o2.com). We will deal with the issue you raise in accordance with our complaints process.
Policy updates
We will update this policy from time to time to reflect changes in our practices or legal requirements. The latest version will always be available on our website.
Data Protection: Your personal details will at all times be treated in accordance with our Privacy Policy, which can be found at: o2.co.uk/termsandconditions/privacy-policy.