Defamation & Content Complaints Policy

North Wales Local operates as a neutral online directory and review platform.

This policy explains:

• How to report content you believe is unlawful, defamatory, inaccurate, or otherwise in breach of our Terms
• How we assess complaints
• How we balance freedom of expression with protection from harm

We are committed to acting reasonably and expeditiously when notified of potentially unlawful content.

North Wales Local hosts user-generated content including:

• Business descriptions
• Customer reviews
• Responses from businesses

We do not:

• Pre-approve every review
• Investigate the truth of every factual statement before publication
• Guarantee the accuracy of user-submitted content

Content reflects the views of the submitting user. We are not the author of reviews.

You may submit a complaint if you believe content:

• Is defamatory (false statement of fact damaging reputation)
• Contains false factual allegations
• Contains criminal accusations
• Infringes intellectual property
• Is abusive, threatening, or unlawful
• Was posted by someone impersonating you

Negative opinions, criticism, or poor ratings alone are not grounds for removal.

Complaints must be submitted via:

[email protected] (or the "Report Review" button where available)

You may also use our structured complaints form for a faster, trackable submission — particularly for defamation or content concerns.

To allow proper assessment, complaints must include:

• The exact URL of the content
• The specific words or statements complained of
• Why the statement is inaccurate or unlawful
• Confirmation of whether the complaint relates to:
  • Defamation
  • False factual allegation
  • Abuse
  • Other legal concern
• Your full name and contact details
• Confirmation that the information provided is accurate to the best of your knowledge

Incomplete complaints may not be actioned.

Upon receiving a valid complaint, we will:

We do not:

• Automatically remove negative reviews because a business disputes them
• Act as an arbitrator between businesses and customers
• Make findings of legal liability
• Conduct forensic investigations

We assess whether continued publication creates an unreasonable legal risk.

We reserve the right to:

• Decline repetitive complaints about lawful content
• Restrict abusive or bad-faith complainants
• Take action where complaints are used to suppress genuine criticism

By submitting a review, users confirm that:

• The content reflects their genuine experience
• Statements of fact are true to the best of their knowledge
• They understand that false factual allegations may constitute defamation

Users remain legally responsible for the content they submit.

We aim to:

• Acknowledge complaints within 3 working days
• Assess and respond within 14 working days

Complex matters may require additional time.

If you believe content is unlawful and we have declined removal, you may:

• Provide further evidence
• Seek independent legal advice

We may remove content if presented with:

• A court order
• A solicitor's formal notice outlining specific defamatory statements
• Clear evidence of unlawfulness

We maintain internal records of:

• Complaints received
• Actions taken
• Dates of review
• Communication with parties

This documentation supports transparency and accountability.

North Wales Local is committed to:

• Protecting genuine customer feedback
• Preventing abuse
• Maintaining consumer trust
• Acting proportionately and lawfully

We balance:

• Freedom of expression
• Protection from reputational harm
• Fairness to both businesses and customers