Last updated: 28 July 2026 · Version 2.1
TrustWatt Reviews Policy
Why this policy exists
TrustWatt exists so that people considering an electric vehicle, a home charger or an installer can see what ownership is actually like, from the people who live with it. That only works if you can trust what you are reading. This policy sets out where our content comes from, how we check it, and what we do when something is wrong.
Who can leave a review
Anyone who has genuine first-hand experience of the product or service they are reviewing. That means owning or having owned the vehicle, having the charger installed at their property, or having used the installer or charging network themselves.
You may not review a business you own, work for, or are connected to. You may not review a competitor. You may not submit a review on behalf of someone else.
Reviews we do not allow
We prohibit fake reviews, reviews written by anyone without genuine first-hand experience, reviews submitted or commissioned by a business about itself or a competitor, and reviews where an incentive has been received but not disclosed.
Businesses on TrustWatt may invite their customers to leave a review. They may not offer payment, discounts or rewards in exchange for a review, and they may not select which customers are invited on the basis of how satisfied they are.
How we check reviews
Reviews are checked against our published rules before and after publication. We look at account history, submission patterns, review content, and the relationship between the reviewer and the business. We use both automated checks and human moderation.
Every published review sits on one of three rungs of our verification ladder. The higher the rung, the more the review counts towards the TrustWatt Index. You can see the rung on the review itself.
Nothing is published until the reviewer confirms it by clicking a link sent to their email address. Unconfirmed reviews are never shown and are deleted after they expire.
The reviewer holds a TrustWatt account with a confirmed email address, so their reviews build up over time under one identity.
We hold evidence that the reviewer bought or had installed what they are reviewing, such as a photo, an invoice or a recorded installation. Evidence is checked by our team, held privately and never published.
We look for submission patterns, repeated wording and unusual account behaviour.
Our team reviews flagged content and makes the final decision on contested reviews.
Platform data and how we started
TrustWatt launched in 2025. To build and test the platform before we had a reviewer community, and to make sure our scoring, comparison and insight tools worked properly, we created a set of reference records covering vehicles, chargers and installers. These were built by us. They are not customer reviews and they do not represent the experience of any real person.
These reference records are being retired progressively. As each vehicle, charger or installer accumulates enough genuine reviews to stand on its own, the reference records for that item are removed from its public score and from public display. This happens automatically, item by item, as genuine reviews arrive.
While that transition is under way, some scores on the platform are still partly derived from reference data. We are not passing that data off as customer reviews, and we are working to remove it as quickly as genuine review volume allows. If you want to know the position for a specific product, contact us and we will tell you.
Names and privacy
We do not publish the names of reviewers or customers anywhere on TrustWatt. Reviews are shown with ownership context, such as how long someone has had the vehicle, rather than with a personal identity.
Reporting a review
If you believe a review breaches this policy, use the report function on the review itself, or contact us. We aim to review reports within five working days. Where a review breaches this policy it is removed. Where a review is disputed but not clearly in breach, we may contact the reviewer for further information.
Reviews must also follow our Community Guidelines.
Businesses responding to reviews
Businesses with a TrustWatt profile can reply publicly to reviews about them. Replies are subject to the same moderation standards. A business cannot have a review removed simply because it is negative.
Changes to this policy
We update this policy as the platform develops. The version number and date at the top show when it last changed.
Version note:
Current version: 2.1, last updated 28 July 2026. If we make significant changes, we will post an update here and may notify you in-app.