Reviews Policy (UK) for We Make Footballers®
Effective date: 22nd December 2025
Last updated: 22nd December 2025
This Reviews Policy explains how We Make Footballers approaches customer reviews and ratings, and the standards we expect across our business and franchise network.
We publish reviews to help parents and customers make informed decisions. We are committed to review integrity and comply with applicable UK consumer protection rules relating to fake reviews, concealed incentivised reviews, and misleading presentation of reviews and ratings.
We take reasonable and proportionate steps to help prevent and address banned reviews and misleading review information, and we keep our approach under review.
Important note: Reviews are written by customers and may be published either on third-party platforms (such as Trustpilot, Google, or Facebook) or on our own channels. While we take steps to promote genuine feedback and fair presentation, we cannot guarantee that every review is genuine, or that a third-party platform will publish or remove a review in every case.
Network policy: This Reviews Policy is published by We Make Footballers as a network standard. Franchise-operated locations should link to this policy from their local microsites when collecting, displaying, or using reviews and ratings.
1. WHAT WE MEAN BY “REVIEWS”
In this policy, “reviews” includes written feedback, star ratings, testimonials, and other review information shown on websites, third-party platforms, search results, adverts, or marketing materials.
2. FAKE REVIEWS
We do not allow fake reviews.
A fake review is one that claims to be based on a genuine experience but is not (this can include positive or negative reviews).
This means you must not:
- write a review about an experience you did not have;
- ask or arrange for someone else to write a review about an experience they did not have;
- buy, sell, trade, or arrange reviews (including via third parties); or
- post reviews intended to mislead customers or unfairly harm competitors.
Where we become aware of suspected fake review activity, we may investigate and may take steps such as reporting it to the relevant review platform or requesting removal in line with that platform’s processes.
3. INCENTIVISED REVIEWS
We do not offer incentives in exchange for reviews.
“Incentives” can include (for example): discounts, vouchers, gifts, free items, entry into a prize draw, invitations to events, preferential terms, or any other benefit connected to leaving a review.
Concealed incentivised reviews are not permitted. If a review has been written because a person was given a benefit or commissioned to write it, that must not be hidden.
If we become aware that an incentivised review has been posted in connection with our services (or any location in our network), we may take steps to address it, including reporting it to the relevant platform where appropriate.
4. STAFF, COACHES, FRANCHISEES, SUPPLIERS, AND CONNECTED PARTIES
To support transparency, we do not request or encourage reviews from people who have a close connection to the business (for example staff members, coaches, franchisees, suppliers, contractors, or immediate family members of these individuals).
If you are connected to We Make Footballers and you want to share feedback, we encourage you to use internal feedback routes rather than public review platforms.
5. HOW WE REQUEST REVIEWS (IMPARTIAL COLLECTION)
When we request reviews, we aim to do so neutrally and consistently, rather than only asking customers who we expect to have had a positive experience.
We aim to avoid practices that could be seen as manipulating the review process, including:
- selectively asking for reviews only after “good” outcomes;
- discouraging reviews because feedback is negative; or
- redirecting customers away from leaving a review in order to reduce negative feedback.
6. REVIEWS VS COMPLAINTS
A review is public feedback intended for publication. A complaint is a private request for support or resolution.
Customers can choose to leave a review, make a complaint, or do both. We aim to handle complaints fairly and promptly, and we do not use complaint handling as a way to prevent customers from sharing their experience publicly.
7. HOW REVIEWS ARE DISPLAYED (FAIR PRESENTATION)
We aim not to present reviews or ratings in a way that could mislead customers.
This includes aiming to avoid:
- suppressing or hiding genuine negative reviews;
- cherry-picking only positive reviews for prominent display if it gives a misleading impression of overall customer experience; or
- presenting ratings, review counts, or review excerpts without appropriate context.
Where we use third-party review platforms (for example Trustpilot), we may use official widgets/tools where possible. When we display reviews or review information on our own channels, we aim to do so in a balanced and transparent way.
8. FLAGGING AND REMOVAL OF REVIEWS
If we believe a review is fake, unlawful, or breaches a platform’s rules, we may report or flag it using that platform’s tools.
We aim to use reporting/flagging responsibly, and not as a way to target negative but genuine reviews.
Whether a review is removed is typically determined by the relevant review platform and its processes. Where we have the ability to correct review information that we publish ourselves (for example, a marketing claim that is out of date), we aim to update or correct it promptly.
9. ONGOING CHECKS AND IMPROVEMENTS
We periodically review our approach to ensure our processes remain appropriate and effective, and we may update this policy from time to time.
10. FRANCHISE NETWORK RESPONSIBILITY
Some We Make Footballers locations are operated by independently owned franchise businesses under licence. This Reviews Policy is intended to apply across the We Make Footballers network where reviews or review information are collected, displayed, or used.
Each franchise is responsible for ensuring it complies with applicable consumer protection laws and regulatory guidance when it:
- requests or collects reviews;
- publishes or displays reviews or ratings; and
- uses reviews, star ratings, TrustScores, or testimonials in marketing (including on websites, social media, adverts, and printed materials).
We Make Footballers may provide templates, guidance, and recommended tools to support consistent best practice across the network. However, this does not remove or replace a franchisee’s responsibility to follow the law and platform rules that apply to their business.
11. CONTACT
Email: [email protected]
Address: We Make Footballers, Regus, 5 Kew Road Parkshot House, Richmond TW9 2PR, United Kingdom
Website: wemakefootballers.com
