Who can leave a review
We only publish reviews from people who have booked a vehicle through Premier Carriage, travelled in one, or dealt with us directly. Every review on a vehicle page is about that Supplier's vehicle and service.
Suppliers, their staff and their families can't review their own vehicles, and nobody at Premier Carriage writes reviews of Suppliers or of us.
How we collect reviews
About 5 days after your Hire Date, we automatically email you an invitation to review your Supplier and, if you'd like, Premier Carriage. We send this invitation to every client whose booking went ahead, whatever we expect them to say. You can also send us a review at any time through our contact page.
You can also review us on Google or Trustpilot. Reviews left there are checked and published by those platforms under their own rules, not by us, and their scores are worked out by them.
How we check them
- We match every review to a real booking or contact in our records before it's published.
- We check for warning signs of fake reviews, such as several reviews from the same person, or reviews that don't match a booking.
- Writing, commissioning or publishing a fake review is a criminal offence under the Digital Markets, Competition and Consumers Act 2024. We report fake reviews and remove the listing of any Supplier found to have arranged one.
What we publish, and what we don't
We publish positive, mixed and negative reviews alike. We don't hide or delay a review because it's critical, and we never let Suppliers choose which of their reviews appear.
We may edit a review only to remove personal details (such as phone numbers or a child's name) or offensive language, without changing its meaning. We won't publish, or will remove, a review that:
- we can't match to a genuine booking or contact;
- is about a different company or vehicle (we'll offer to move it to the right listing);
- is abusive, discriminatory, defamatory or obscene, or breaks the law;
- includes someone else's personal information; or
- is advertising or promotes another business.
If we don't publish your review, we'll tell you why. The full content standards are in section 7 of our Website Terms of Use.
How the overall rating works
The star rating shown on our website is the average score, out of 5, of all the reviews we've collected directly and published on our website, for Premier Carriage and the Suppliers we've worked with. It includes every published review since we began collecting them, positive and negative, and we don't remove older reviews to improve the score. Reviews on Google and Trustpilot aren't included in this figure; those platforms show their own ratings. Each Supplier's vehicle pages show the reviews for that Supplier.
Incentives
We don't offer discounts, prize draws or any other reward in exchange for a review, and Suppliers aren't allowed to either. If that ever changes, any review given in return for an incentive will be clearly labelled as such.
Reporting a review
If you think a review is fake, inaccurate or unfair, whether you're a client, a Supplier or anyone else, email enquiries@premiercarriage.co.uk with a link to the review and why you're concerned. We'll look into it promptly, contact the person who posted it where we reasonably can, and remove it if it breaks this policy or the law.
Suppliers are welcome to reply publicly to a review of their service. A reply must be polite and must not include the client's personal information.