Dispute policy

This explains how a professional can challenge a review, how we decide, and what can happen. It sits alongside our review policy.

Raising a dispute

• Disputes are raised from the review in the app by the professional reviewed, or their firm's owner or admin.
• Raise it within 28 days of the review being published.
• Say which part of the review policy you think it breaks, and include your evidence.

Evidence we accept

• Records from the move showing a statement in the review is factually wrong (for example, dates or who was responsible for a stage).
• Evidence that the reviewer wasn't part of the move, or is linked to a competitor or to you.
• Evidence that the review was incentivised and didn't say so.

We won't remove a review just because it's negative, or because you disagree with someone's opinion of the service they received.

While it's being decided

The review stays visible, labelled "disputed, under review", and keeps counting in the score. We contact the reviewer, share the substance of the dispute (not your private evidence, unless you agree) and give them 14 days to respond. We aim to decide within 30 days of the dispute being raised.

Possible outcomes

• The review stands. The "disputed" label is removed.
• Edited by the reviewer. The reviewer changes the part that broke the policy. We never edit it for them.
• Removed for breach. The review breaks the policy and is taken down, and no longer counts.
• Reply attached. The review stands, with the professional's reply shown beside it.

We tell both sides the outcome and the reason.

Conflicts of interest

Yardz is founded by people who also run businesses in property and mortgages. Any dispute involving Get Dough, CHMS, or any firm with a commercial relationship with Yardz or its founders is flagged and decided by an independent reviewer, not by our team.

Outcomes log

We publish an anonymised log of dispute outcomes, so anyone can see how disputes are decided. It shows the outcome and the policy point, never names.

No disputes have been decided yet.

Questions

Email hello@yardz.co.uk.