CUSTOMER REVIEWS POLICY

Last updated: 3 August 2026

1. About This Policy

This policy explains how FMV Services Ltd, trading as FMV Tiles & Bathrooms, collects, verifies, displays, moderates and manages customer reviews.

It applies to reviews, ratings, photographs, videos, comments and other feedback displayed on:

• our website;
• our product pages;
• our social-media pages;
• third-party review platforms used by us; and
• marketing materials where customer feedback is reproduced.

We are committed to presenting reviews fairly and taking appropriate and proportionate steps to prevent fake or misleading reviews.

2. Who We Are

FMV Services Ltd
Trading as FMV Tiles & Bathrooms

Registered office:
30 Brunswick Road
Shoreham-by-Sea
BN43 5WB
United Kingdom

Trading address:
11 Trehaven Parade
Hornbeam Road
Reigate
RH2 7LL
United Kingdom

Company number: 12972831
VAT number: GB 308603910
Telephone: 01737 949131
Email: info@fmvtilesandbathrooms.co.uk
Website: https://fmvtilesandbathrooms.co.uk

3. Genuine Experiences

A review must reflect the reviewer’s genuine experience of:

• purchasing a product;
• using a product;
• receiving customer service;
• arranging delivery or collection;
• requesting a return or refund;
• visiting our premises; or
• otherwise dealing directly with our business.

A reviewer must not:

• pretend to be another person;
• submit a review about an experience that did not occur;
• make statements they know are false;
• submit the same review repeatedly to distort a rating;
• coordinate reviews intended to manipulate ratings;
• submit a review on behalf of a competitor without disclosure;
• submit malicious or automated reviews; or
• offer or accept payment for a misleading review.

4. Verified-Purchase Reviews

Where our review platform supports verification, a review may be labelled Verified Purchase or with similar wording when the platform can reasonably link it to an order placed through our store.

Verification may be based on:

• an order number;
• the email address associated with an order;
• an invitation sent following a purchase;
• customer-account information; or
• another reasonable method of confirming the transaction.

A verified-purchase label confirms that a relevant transaction was identified. It does not mean that we endorse every statement in the review.

5. Unverified Reviews

We may allow reviews that are not linked automatically to a confirmed online order.

An unverified review may still be genuine, for example where the customer:

• purchased in person;
• placed an order by telephone or another method;
• received the product as a gift;
• purchased through an authorised third party;
• used a product supplied to a project; or
• cannot be matched automatically to an historic order.

Where appropriate, we may ask the reviewer for reasonable information to help verify the experience.

Unverified reviews must not be displayed as verified purchases.

6. Review Invitations

We may invite customers to submit a review following:

• a purchase;
• delivery;
• a customer-service interaction;
• resolution of a complaint;
• receipt of a sample; or
• another genuine interaction with our business.

Review invitations may be sent automatically through Shopify, an installed application or a third-party review provider.

We aim not to target invitations only at customers we expect to leave positive feedback.

7. Positive and Negative Reviews

We do not require a review to be positive.

Positive, neutral and negative reviews are subject to the same general standards.

We will not remove or suppress a review merely because it:

• awards a low rating;
• criticises a product;
• criticises our customer service;
• describes a delivery problem;
• reports a complaint; or
• expresses an opinion with which we disagree.

A negative review may still be moderated or removed where it breaches this policy, is fake, is unlawful or relates to the wrong business or product.

8. Moderation

Reviews may be checked before or after publication.

Moderation may include checking whether the review:

• appears to describe a genuine experience;
• relates to the correct product or service;
• contains prohibited personal information;
• contains unlawful or abusive material;
• appears automated, duplicated or coordinated;
• contains suspicious links or malicious code;
• includes undisclosed advertising;
• infringes another person’s rights; or
• otherwise breaches this policy.

Moderation is not intended to make every review grammatically perfect or to remove genuine criticism.

We may correct formatting, spacing or obvious typographical problems where this does not change the reviewer’s meaning.

We will not materially rewrite a customer’s opinion and present it as the customer’s own words.

9. Reviews We May Reject or Remove

We may reject, hide or remove a review where we reasonably believe it:

• is fake or misleading;
• does not relate to a genuine experience;
• relates to another business or product;
• has been submitted to manipulate a rating;
• is duplicated or generated automatically;
• contains unlawful, defamatory, threatening or abusive material;
• contains discriminatory or hateful content;
• includes obscene or sexually explicit material;
• discloses private information without authority;
• includes complete payment-card details or other sensitive information;
• contains malicious links, malware or spam;
• infringes copyright, trade marks or other rights;
• is an undisclosed paid promotion;
• contains a conflict of interest that has not been disclosed;
• gives dangerous instructions;
• encourages unlawful conduct; or
• breaches the terms of the review platform.

Where practical, we may invite the reviewer to amend a review rather than removing it permanently.

10. Personal Information in Reviews

Reviews may be publicly visible.

Reviewers should not include:

• home addresses;
• personal telephone numbers;
• private email addresses;
• payment information;
• account passwords;
• another person’s private information;
• confidential order information; or
• photographs containing information that should not be public.

We may remove or redact personal information where reasonably necessary to protect privacy or security.

The handling of personal information connected with reviews is explained in our Privacy Policy.

11. Incentivised Reviews

We may occasionally offer an incentive for submitting an honest review, such as:

• entry into a prize draw;
• a discount on a future purchase;
• a sample;
• loyalty points; or
• another stated benefit.

Any incentive must not depend on the review being positive.

Where a reviewer received a material incentive, free product, discount or other benefit, the review should be clearly identified as incentivised where required.

We will not knowingly present an incentivised review as entirely independent where that would be misleading.

12. Staff, Suppliers and Connected Persons

Employees, contractors, suppliers, manufacturers, family members and other connected persons must not submit reviews in a manner that misleadingly presents them as independent customers.

Where a connected person has a genuine experience and submits a review, the connection must be clearly disclosed.

We may reject a connected-person review where appropriate disclosure has not been made.

13. Imported or Syndicated Reviews

Some reviews may be imported or syndicated from:

• a manufacturer;
• a supplier;
• another retailer;
• a review platform;
• a previous version of our website; or
• another authorised source.

Imported reviews must not be presented in a way that misleadingly suggests they were submitted directly to FMV Tiles & Bathrooms.

Where reasonably possible, imported reviews should identify:

• their source;
• whether they relate to the same product;
• whether they are verified;
• their original date; and
• whether they were incentivised.

Reviews must not be transferred between materially different products merely to increase a product’s rating.

Reviews may be grouped across genuine variants of the same product only where doing so is not misleading.

14. Star Ratings and Review Summaries

Any overall rating or review summary should be calculated from the reviews included within the stated dataset.

We will not knowingly:

• exclude genuine negative reviews solely to raise a rating;
• include reviews for unrelated products;
• present an outdated rating as current;
• misstate the number of reviews;
• alter the value of individual ratings;
• display fabricated reviews; or
• describe a rating as independently verified when it is not.

Filters, sorting, featured reviews and summaries should not create a materially misleading impression of overall customer opinion.

15. Responses From FMV Tiles & Bathrooms

We may respond publicly to a review.

Our response may:

• thank the reviewer;
• provide relevant factual information;
• explain an action taken;
• invite the reviewer to contact us privately;
• correct a material factual error; or
• explain how a complaint can be investigated.

We will not publish sensitive customer or order information in a public response.

A public response does not replace the customer’s rights under our Returns, Refunds and Cancellation Policy or applicable consumer law.

16. Suspected Fake Reviews

We may investigate a review where there are reasonable grounds to suspect it is fake or misleading.

Relevant indicators may include:

• no identifiable customer interaction;
• repeated wording across multiple reviews;
• unusual submission patterns;
• multiple reviews from connected accounts or devices;
• evidence of automated submission;
• an undisclosed conflict of interest;
• payment or other inducement for a particular rating;
• reviews for products not supplied;
• impossible or internally inconsistent claims; or
• information received from the review platform.

An indicator does not automatically prove that a review is fake. Reviews should be assessed fairly and proportionately.

17. Reporting a Review

Anyone may report a review they reasonably believe is:

• fake;
• misleading;
• unlawful;
• abusive;
• unrelated;
• improperly incentivised;
• submitted by a connected person without disclosure; or
• otherwise in breach of this policy.

Reports should be sent to:

Email: info@fmvtilesandbathrooms.co.uk

Please provide:

• a link or screenshot of the review;
• the product or page concerned;
• the reason for the report; and
• any relevant supporting information.

We will review the report and take reasonable action where appropriate.

18. Reviewer Challenges

Where a review is rejected or removed, the reviewer may contact us if they believe the decision was incorrect.

The reviewer should provide:

• their name;
• the email address used for the review;
• the product or service concerned;
• the approximate review date;
• relevant order information; and
• an explanation of why the review should be restored.

We may ask for reasonable evidence of a genuine experience.

We are not required to publish material that is unlawful or breaches this policy.

19. Third-Party Review Platforms

Where reviews are collected or displayed through a third-party platform, that platform may also apply:

• its own verification procedures;
• moderation rules;
• publication rules;
• fraud-detection systems;
• privacy notice; and
• terms of use.

We will use available platform settings and controls in a way intended to support fair and genuine reviews.

Third-party providers remain responsible for independently operated aspects of their services.

20. Record Keeping

We may retain reasonable records relating to:

• review invitations;
• verification results;
• publication;
• moderation;
• reports;
• suspected fake reviews;
• reviewer challenges;
• incentives; and
• removal decisions.

Records may be retained where necessary to operate the review service, demonstrate compliance, resolve disputes, prevent abuse or protect legal rights.

Personal information will be handled in accordance with our Privacy Policy.

21. Changes to This Policy

We may update this policy to reflect changes to:

• applicable law;
• regulatory guidance;
• our review provider;
• Shopify;
• our verification procedures;
• moderation practices; or
• how reviews are collected and displayed.

The current version will be published on our website with its updated date.

22. Contact Us

Questions or concerns about reviews should be sent to:

FMV Services Ltd
Trading as FMV Tiles & Bathrooms

Email: info@fmvtilesandbathrooms.co.uk
Telephone: 01737 949131

Trading address:
11 Trehaven Parade
Hornbeam Road
Reigate
RH2 7LL
United Kingdom