Review policy

Who can submit a review

Anyone who has had a genuine interaction with WFHI. You do not have to be a paying customer — an enquiry, a sales call, a training session or a support interaction all count. You do have to give a phone number or email address so the interaction can be checked; that detail is never published.

You may not review WFHI on someone else’s behalf, submit a review about a different company, or submit a review you were paid or rewarded to write.

How reviews are verified

Before publication, the contact detail and any reference you supply are checked against WFHI records. What that check finds decides the label. A review is never labelled verified simply because it was submitted.

What moderation checks

Every submission is read before publication. A review can be rejected, held or partially redacted only for one of the reasons below, and the reason is recorded in an append-only moderation log:

What is explicitly not a reason

None of the following is a valid ground for rejecting, hiding or demoting a review, and the review system contains no mechanism to act on any of them:

• The review is one star
• The review is negative
• The review criticises WFHI
• WFHI management disagrees with it
• The reviewer is angry
• It would reduce the public rating
• It describes a genuine complaint

WFHI does not offer rewards, discounts, gifts or priority support in exchange for a positive review, and does not make support, refunds or complaint handling conditional on changing or deleting a review. If anyone contacts you offering either, treat it as a red flag and tell [email protected].

How reviews are ordered

The default order is newest first. You can also sort by most helpful, lowest rated or highest rated. Positivity is not an input to any of these orderings.

The reviews page deliberately shows the most helpful positive review and the most helpful critical review side by side, with equal prominence. If no critical review has been published yet, the page says so rather than quietly showing two positive ones.

How the overall rating is calculated

The overall rating is the mean of every published review, rounded to one decimal place. Low ratings are included exactly like high ones. There is no weighting, no trimming of outliers and no minimum rating for inclusion.

Until there are at least five published reviews, the average is shown on the page with a note that it is not statistically meaningful, and it is not emitted as machine-readable star markup anywhere. When there are no published reviews at all, no rating is shown — the page says there is nothing to calculate one from.

Privacy

Your phone number, email address, order reference, any file you attach, your IP address and your browser are stored separately from the review itself and are never published, linked or served. Contact details are stored as one-way hashes. Your full legal name is never published; if you do not choose a display name you appear as “WFHI customer”.

Review text is also scanned automatically before storage, and anything that looks like a phone number, email address, order reference, URL or long identifier is removed. This runs again on every page render, so a moderation miss cannot become a published leak.

Updating or withdrawing a review

Reviewers can update a published review. Email [email protected] from the address you submitted with, or quote the phone number you used. An update is published beneath the original text and dated, so the history stays visible rather than being rewritten.

You can also ask for your review to be withdrawn. WFHI will not ask you to withdraw a review as a condition of anything.

Appealing a moderation decision

If your review was not published, or was published with redactions you disagree with, email [email protected] and ask for the moderation reason. If the answer does not satisfy you, escalate to [email protected] and then to the Nodal Officer at [email protected]. Every moderation action is logged with its reason, so an appeal is answered from a record rather than from memory.

How WFHI responses are identified

Where WFHI replies to a review, the reply appears beneath it, visibly labelled “Response from WFHI”, with the date and, where given, the name of the responder. A WFHI response is never presented as another customer’s review.

Publication timing

Reviews are published after moderation. WFHI has not published a service-level target for how long that takes, and this page does not invent one. If your review has not appeared and you have not heard why, ask support and escalate as above.

What this policy is not

This is WFHI’s own policy for its own first-party review system. WFHI does not claim certification, accreditation or compliance with any third-party review standard or scheme, and no such claim appears anywhere on this site.

Questions about this policy

[email protected] for anything routine; [email protected] for a formal grievance about how a review was handled.