At toob, we’re proud of the service that we provide and we’re always looking at how we can improve this for our customers. That’s why your feedback is really important to us, and we encourage you to share this with us.

how to review us

You are welcome to share your experiences of toob with others by submitting a review on a review platform like Trustpilot. For tips on how to do this and the rules on who can submit reviews, see Trustpilot’s  Guidelines for Reviewers.

we invite our customers to review us

When you interact with us, we may send you an invitation to submit a review on Trustpilot, however we invite all our customers to submit a review if they wish. We don’t offer any incentives for positive reviews, but  from time to time we may run a promotion where everyone who has completed a survey or submitted a review (whether positive or negative) in response to an invitation is entered into a free prize draw (see  toob.co.uk/legal for the terms and conditions of any live prize draw).

if you just have a question or need help

We want you to share your experiences of our products and services with others.  However, if you just have a question for us, need help or want to complain please contact our customer service team directly so we can assist you.

where to find reviews

Our website links to reviews of us and our products and services on Trustpilot and we may publish these reviews or our aggregate review score on our site. For information on how Trustpilot checks and verifies  reviews see here.

rules for reviews

When reviewing us or our products and services please follow the review platform guidelines (you can find the Trustpilot guidelines here). In particular, please remember that your review must:

• reflect your genuine experience (both positives and negatives).
• not be incentivised in any way.
• not relate to a product or service you are connected with (for example, because you (or someone in your family) has a financial interest in or works for the business that provides it).
• not manipulate ratings (for example, you cannot submit multiple reviews for the same product or service).
• not be obscene, offensive, harmful or defamatory.

Additionally, we’d ask you to please be kind and constructive in your reviews. Our staff work hard to meet your expectations but are only human and are likely to see your comments.

If we consider your review does not meet the platform rules, we will ask the review platform to remove it.

we may use your reviews in our marketing

We may include all (or a representative part) of your review in our marketing material in any media (for example, on our website, in a brochure or in advertising). When we use your review, we may use either: your  Trustpilot username or name (which is pulled through automatically to our website, depending on your settings) or your first name and the first initial of your last name (where we include your review in our own
materials). In some cases, we may also use include the name of your Town.

please report suspicious reviews

If you think that any review submitted to a platform is fake or otherwise doesn’t comply with the rules for reviews you can report this to Trustpilot or Google using the flag or menu icon next to the review.

controls on fake reviews

For information on how Trustpilot sanctions people who submit fake reviews, please see their review guidelines.

If we’re notified that a review does not comply the rules, we will also remove it from our website.