Notice & Takedown Procedure
(Last updated – February 2011)
Who can use this procedure?
If you’re a reader or retailer who has come across a review or comment on our site which you believe to be (a) illegal; (b) infringes your legal rights; and/or (b) is in breach of our Secret Shopper Review Guidelines then we have made the following ‘Notice and Takedown’ procedure available to you.
In these circumstances you are entitled to submit an email request that the comment be investigated and if necessary, removed.
Please note we may only accept requests which we believe are genuine and honestly made. You are not entitled to have a comment removed simply because you do not like what is being said.
Note: If you are a retailer please note that we provide a Retailer Right of Reply Tool which you should use to respond to negative reviews which are not necessarily illegal or in breach of our Secret Shopper Review Guidelines.
What you need to tell us if you see an offending comment:
Please send an email ‘webmaster@maryportas.com’ with ‘Takedown Request’ as the subject title, and include:
- Your name and contact details
- The URL of the material in question
- The full details of the material in question
- An explanation of why in your view this material is illegal, or infringes your rights or is in breach of our Secret Shopper Review Guidelines. Please also provide evidence to back up your claim, where appropriate.
How we will treat your request:
MaryPortas.com will then:
- Do all we can to acknowledge receipt of your message by email within 24 business hours (e.g. if your email is received after 5pm on a Friday or over the weekend, we will acknowledge on the following Monday or, if a public holiday, the next business day)
- Where we believe your request is genuine and you have given sufficient information to investigate, the comment will be suspended from the site, pending such investigation.
- In some cases, we may need to ask you for further information before we can properly consider your request. This may happen where you have not identified yourself, or which comment you are referring to, or you have not explained the basis of your complaint. We may also sometimes ask for confirmation that your request is genuine and made in good faith.
- We will do all we can to let you know within 48 business hours of our acknowledgement (or receiving the further information requested above) whether, following our investigation, the comment has been wholly or partly removed. Alternatively if we believe that no law, rights or Guidelines have been breached, the comment may be re-published.
Please note:
Where you are a retailer and simply wish to respond to a negative review, then you should use our Retailer Right of Reply tool (and not this procedure).
We may, if we think it appropriate, contact the reviewer to ask them respond to any complaint submitted under this procedure. However, we will not disclose the personal information of reviewers in response to any retailer request nor do we act as a forwarding service to pass on any complaints or responses directly to author(s) of the comment or comments at issue.
We will not accept and may reject any vexatious requests using this Notice & Takedown Procedure (i.e. repeated requests which are submitted simply with the aim of causing a nuisance or annoyance).
Please remember that all comments, views or opinions on this site are solely those of the author and do not represent those of Mary Portas LLP, Mary Portas, any companies associated with her or any of their personnel, representatives or agents. We reserve all defences, rights and remedies that may be available to us under applicable law.
We may also amend the above procedure or terms of use from time to time.
Livestream: The nation speaks on the state of service
- 1 Waterstone’s
- 2 Waitrose
- 3 Monsoon Accessorize
- 4 Iceland
- 5 CSL
- 6 Peacocks
- 7 TK Maxx
- 8 Body Shop (The)
- 9 Staples UK
- 10 Wallis
- 11 John Lewis
- 12 Focus DIY
- 13 Rowlands Pharmacy
- 14 Wilkinsons
- 15 Goldsmiths
- 16 Blockbuster
- 17 Topman
- 18 Republic
- 19 Holland & Barrett
- 20 Fenwick
- 21 Boots
- 22 Gap
- 23 Specsavers
- 24 Farmfoods
- 25 Miss Selfridge
- 26 Selfridges
- 27 Laura Ashley
- 28 Dorothy Perkins
- 29 Clarks
- 30 Ocado
- 31 TJ Hughes
- 32 Lloyds Pharmacy
- 33 Superdrug
- 34 ALDI
- 35 River Island
- 36 New Look
- 37 Matalan
- 38 House of Fraser
- 39 Mothercare
- 40 Evans
- 41 Clinton Cards
- 42 Marks & Spencer
- 43 Next
- 44 Topshop
- 45 Game
- 46 Argos
- 47 Lidl
- 48 QVC
- 49 HMV
- 50 Carpetright
- 51 Ann Harvey
- 52 o2
- 53 Morrisons
- 54 Shoe Zone
- 55 Greggs
- 56 Habitat
- 57 Co-Op
- 58 Sainsbury’s
- 59 Costcutter
- 60 Harveys
- 61 Carphone Warehouse
- 62 ASDA
- 63 Wickes
- 64 B & Q
- 65 Dunelm
- 66 Pets at Home
- 67 T-Mobile
- 68 Homebase
- 69 Vodafone
- 70 Spar
- 71 Martin McColl
- 72 Debenhams
- 73 WH Smith
- 74 Phones 4 U
- 75 Ernest Jones
- 76 Poundstretcher
- 77 IKEA
- 78 H & M
- 79 Dreams
- 80 Toys R Us
- 81 H. Samuel
- 82 Phones 4u
- 83 Currys
- 84 Primark
- 85 Halfords
- 86 SCS
- 87 PC World
- 88 Netto
- 89 Comet
- 90 Poundland
- 91 Dixons
- 92 DFS
- 93 JJB Sports
- 94 Littlewoods
- 95 3 Mobile
- 96 Orange
- 97 Zara
- 98 Magnet
- 99 Tesco
- 100 Fitness First
- 101 Sports Direct
Any views or opinions are solely those of the author and do not necessarily represent those of Mary Portas or any company associated with her.
Any questions, comments or feedback on this section of the site should be made in writing to: webmaster@maryportas.com
If you are a retailer and would like more information please click here.
If you have seen a comment which you belive contravenes our guidelines, please click here.
This is your chance to report on the state of customer service in the UK.
I’m waging war on poor service in Great Britain, and your reports from the frontline are essential in delivering feedback straight to brands.
Simply choose a shop from the list of Britain’s biggest retailers below, give it your star rating out of 5, and deliver your verdict with a short sharp comment.
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