CMA publishes guidance for online review sites on compliance with consumer law
The Competition and Markets Authority (CMA) has published new guidance for businesses that host online reviews, outlining how to comply with consumer protection law. The guidance highlights the importance of publishing all genuine, relevant and lawful reviews—positive or negative—and ensuring that moderation processes do not distort the overall picture. It warns that misleading practices may breach consumer protection law and refers businesses to further resources, including guidance on fake reviews (CMA208), unfair commercial practices (CMA207), and the Chartered Trading Standards Institute’s Business Companion guide on reviews and endorsements. The guidance follows the introduction of rules under the Digital Markets, Competition and Consumers Act 2024 (DMCC Act), which prohibit the commissioning, submission and publication of fake reviews. It applies to reviews of goods, services and digital content, whether user-generated or externally sourced.