How to complain about an unfair or fake review

Do you think a review on NorgeGuide is unfair or fake? You can complain, whether you own the business or are an ordinary visitor. Here is how.

What we remove, and what we keep

We do not remove a review just because it is negative. Honest criticism of your own visit is allowed. We remove reviews that break the rules, for example:

• reviews written by a competitor or by the business itself
• paid reviews
• knowingly false statements and defamation
• insults, threats and personal data about others
• reviews unrelated to the business

Read more about fake reviews in Why real reviews matter more than fake ones.

How to complain

1. Send an email to [email protected].
2. Include the link to the page with the review.
3. Explain briefly what you think is wrong, and why.
4. Attach evidence if you have it, for example that the customer has never visited you.

We handle the complaint and may ask for more evidence. Then we decide whether the review stays, is corrected or is removed.

Do you disagree with the decision?

Reply in the same email thread and ask for a second review. The decision after the second review is final on our side. You still have the right to go to the supervisory authorities or the courts under Norwegian law.

Is the content illegal?

If the review contains threats, defamation or personal data, you can also report it as illegal content. Email [email protected] with the subject "Content complaint". See How to report illegal content. The EU Digital Services Act (DSA) has not yet been incorporated into the EEA Agreement, but we handle reports according to the same principles.

Reply in public instead?

Often a calm and factual reply is the best answer. See How to respond to reviews: a guide for businesses. More about the rules in Review Moderation and Terms of Use.

Related

• How to respond to reviews: a guide for businesses
• Why real reviews matter more than fake ones
• How to report illegal content
• Review Moderation
• Terms of Use

Sources

• Norwegian Marketing Control Act, markedsføringsloven (lovdata.no)
• Forbrukertilsynet: User reviews in marketing, short version, in Norwegian (forbrukertilsynet.no)
• Norwegian Government: EEA note on the DSA, in Norwegian (regjeringen.no)