Trustpilot guideline: personal information

The rule, in Trustpilot's words

From the flagging reasons: "We can remove another person's personal information such as someone's name, phone number, email address, or photos/videos of others."

The Guidelines for Reviewers put it this way:

We don't allow content that contains another person's personal information, such as the name of a business' employee, phone numbers, email addresses, or photos/videos of others.

What this rule does not cover

"We won't remove a review if it includes information available either on your Trustpilot profile or website, or if the reviewer has included their own personal information in their review."

So two checks come before any flag. Is the name on your team page, in your email signatures published online, or in one of your own replies on Trustpilot? And whose details are they?

Evidence that supports a flag

• The highlighted detail. The name, number, address or image. That is the whole case.
• A note that it is not public. Check your website, your profile and your replies first. One sentence is enough: "This agent's direct line is not published anywhere."
• Nothing from your records. You do not need to prove who the named person is.

Examples

These examples are ours. They are written to show the rule and are not real reviews.

The required first step

Trustpilot's flagging guide sets the order. You highlight the content, and Trustpilot emails the reviewer a request to update the review. They have 3 days. You get an email with the outcome. If the problem is not resolved, you can then flag the review to the Content Integrity Team and highlight the content again.

For health brands

This rule matters more in health than anywhere else, because a name can expose a condition. A review that names the reviewer's husband and his treatment publishes his health information without his consent. Our guide to discretion complaints and privacy-based flags covers those cases.

Never confirm in the flag, or in a reply, that the named person is your patient.

Where to go next

The main Trustpilot review removal page covers all five reasons. The qualification tool asks about this rule in its third question, and the flag evidence checklist has the public-information check on the sheet.

This is the work behind our Trustpilot review removal service. You pay per removal, and the three packs and their prices are public.