Reviews
Our review policy
Reviews help families choose, but only if they are genuine and fairly shown. This is how we make sure they are.
Last updated 7 November 2026. This policy is how we meet our duties under the Digital Markets, Competition and Consumers Act 2024 and the CMA's guidance on fake reviews.
Who can write a review
Anyone who has received home care from an agency, or arranged it for a relative or friend. You must confirm you, or the person you're writing about, received care from that agency, and that you don't work for it or for a competing provider and haven't been paid or rewarded for the review.
The three kinds of review
- Verified enquiry: written by a family who found the agency through MatchMyHomeCare. About four weeks after an enquiry we email the family once, asking how it went; reviews written from that email carry this label.
- Open review: written by anyone else. We confirm the reviewer's email address before the review goes any further.
- Invited by the agency: an agency that has claimed its listing may invite clients to review it. It must invite all of its clients, not only the ones it expects to be happy, and these reviews are labelled so you can tell them apart.
Nobody is offered money, discounts or prizes for writing a review. If we ever allowed an incentive, the review would be clearly labelled as incentivised.
How every review is checked
A person reads every review before it is published. An automatic check helps them by flagging things to look at: health details, names of staff or family members, contact details, serious allegations, offensive language, several reviews from one connection, a burst of reviews for one agency, an email address on the agency's own domain, and text copied from another review.
We may remove names, health details or other information that could identify someone. We never change a reviewer's rating or opinion, and an edited review says so.
What we publish, and what we don't
We publish every genuine review that meets this policy, positive or negative. We do not hide, delay or push down negative reviews, and no agency can have a review removed by paying, by claiming its listing, or by disagreeing with it.
We don't publish a review that we believe is fake or written by someone connected to the agency or a competitor; is about a different service; contains personal information we can't remove without changing its meaning; is offensive, abusive or discriminatory; is spam or advertising; or makes a serious allegation that belongs with the authorities. If you are worried someone is being harmed, please contact the local council's adult safeguarding team or the CQC straight away rather than writing a review.
When we don't publish a review, we email the reviewer to say why.
How reviews are shown
Reviews appear on the agency's page, newest first, with the average and the number of reviews. They are shown separately from the CQC rating and never change it, and they never affect the order in which agencies appear.
Agency replies
An agency that has claimed its listing can post one public reply to each review. Replies are checked in the same way and must not include any details about the person receiving care.
Reporting a review
If you think a review is fake, unfair, about the wrong service or contains personal information, email hello@matchmyhomecare.co.uk with a link to it and your reasons. We look at every report within two working days. If we find the review breaks this policy we remove it and record why; if not, it stays.
Records we keep
We keep a record of every decision: when a review was submitted, confirmed, published, edited, rejected or removed, and why. This lets us check our own process and show it to the regulator if asked. See our privacy policy for how long personal details are kept.
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