Start with thanks
Acknowledge the customer and the time they took to share feedback—even when the feedback is difficult.
Help Centre
A thoughtful reply can build confidence.
There is no response-time promise on a new profile. As your review history develops, your visible response pattern can speak for itself.
A practical approach
Before you reply
Keep it factual
Discuss your service, not private details, documents, account information or the customer’s personal circumstances.
Take complex issues offline
Offer a clear next step to resolve a specific concern privately, then keep your public reply brief and professional.
Reply in your own voice
Write a considered response rather than a template that could apply to every review.
Reply structure
- 1. Thank them. “Thank you for taking the time to share your experience.”
- 2. Recognise the point they raised. “I’m glad our communication and support made the process clearer.”
- 3. Close with care. “We appreciate the opportunity to help and wish you all the best.”
When not to reply publicly
Do not publish private information, make accusations or debate a review in public. If you believe a review breaks the guidelines, use the report option so it can be assessed.