How does Garage.co.uk handle disputes between a user and a garage regarding a review?

Garage.co.uk serves as a platform that values constructive communication and fairness in the review process. When a dispute arises between a user and a garage regarding a review, the situation is approached with a commitment to impartiality and a resolve to find a fair outcome for both parties.

Here’s how Garage.co.uk handles such disputes:

1. Investigation: The disputed review is temporarily held in a neutral status pending investigation. Our team examines the review in question, the evidence provided by both parties, and any applicable guidelines that may have been violated.
2. Communication: Both the user and the garage are given the opportunity to present their case. Users are asked to provide proof of their service or transaction to validate their experience, and garages are encouraged to share their perspective and any relevant information.
3. Resolution: If the review is found to be in violation of our guidelines—for instance, if it contains inappropriate content or cannot be substantiated—it may be removed or edited. If the review is deemed genuine, it will remain on the site.
4. Feedback: Garage.co.uk provides feedback to both parties regarding the outcome of the dispute, detailing the reasons for the decision.
5. Guidance: We offer guidance on how both parties can engage constructively moving forward. Users are advised on how to write helpful, guideline-abiding reviews, and garages are encouraged to engage positively with reviewers and use feedback for service improvement.
6. Mediation: In some cases, Garage.co.uk may act as a mediator to facilitate a resolution that reflects both the user's genuine experience and the garage’s commitment to service excellence.