We take complaints seriously. Whether you are a member of the public, a reviewer, or a McKenzie Friend named on this Platform, this page explains your rights and the process for raising concerns.
If you believe your review was unfairly rejected or removed without justification.
If you believe a review about you is false, defamatory, or based on fabricated proof of payment.
If you have concerns about content on this Platform or the conduct of our moderation team.
Email us at complaints@mckenziefriendreviews.co.uk with your full name, the name of the McKenzie Friend or review in question, and a clear description of your complaint. If you are a McKenzie Friend disputing a review about you, please also provide evidence to support your position.
We will acknowledge receipt of your complaint within 5 working days. You will receive a reference number and be told the name of the team member handling your case.
Our moderation team will review all submitted evidence, including the original proof of payment held on file. We may contact the reviewer or other parties for further information. This process typically takes 10–15 working days, though complex cases may take longer.
We will notify all relevant parties of our decision in writing. Outcomes may include: no action, amendment of the review, removal of the review, or suspension/removal of a user account. Our decisions are final but can be appealed once (see below).
Under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, you have the right to request a copy of any personal data we hold about you. This includes your account details, any reviews you have submitted, and any proof of payment documents you have uploaded.
To make a Subject Access Request, email us at data@mckenziefriendreviews.co.uk with the subject line "SAR Request" and your registered email address. We will respond within 30 calendar days as required by law.
You also have the right to request deletion of your data ("right to be forgotten"), to correct inaccurate data, and to object to processing. These requests are handled via the same email address.
If you are a McKenzie Friend and believe a review about you is inaccurate, malicious, or does not meet our review standards, you may submit a formal dispute. Please note:
If you are dissatisfied with the outcome of your complaint, you may appeal once by emailing appeals@mckenziefriendreviews.co.uk within 14 days of receiving our decision. Appeals must state clearly why you believe the original decision was wrong and include any new evidence. A senior team member not involved in the original decision will review your appeal. The appeal outcome is final.
Read our Terms & Conditions for full platform rules.