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Transparency statement - CMA208

Introduction

At Flagstone, we are committed to transparency, authenticity, and compliance in how we collect, manage, and present customer reviews and testimonials.

This statement outlines our approach in line with the Competition and Markets Authority’s (CMA) guidance on fake reviews (CMA208) and other applicable regulations, including:

  • The Digital Markets, Competition and Consumers Act 2024
  • The Consumer Protection from Unfair Trading Regulations 2008
  • The FCA Handbook (including PRIN, CONC, and financial promotions rules)
  • The Consumer Duty

 

Our Commitment

We aim to ensure that all reviews and testimonials:

  • Are genuine and fairly represented
  • Are not false, misleading, or exaggerated
  • Are not incentivised, unless this is clearly disclosed
  • Comply with all relevant consumer protection and financial services regulations

 

Scope

This transparency commitment applies to all formats of customer feedback, including:

  • Online reviews (e.g. Trustpilot)
  • Client testimonials (written or video)
  • Review summaries or star ratings
  • Case studies involving customer commentary

 

How We Maintain Integrity

To uphold trust and regulatory compliance, we:

  • Prohibit fake or misleading reviews
  • Verify the authenticity of all testimonials used in marketing or communications
  • Disclose any incentives offered for reviews or testimonials
  • Present both positive and negative feedback in a balanced and fair way
  • Avoid manipulating or curating reviews to create a misleading impression
  • Take action to identify and remove fake or manipulated content
  • Cooperate with platforms and regulators where required

 

Handling Incentivised Reviews

Where we offer rewards (e.g. vouchers) for customer feedback:

  • Sentiment is never a condition (e.g. we do not require a positive review)
  • Any incentive is clearly disclosed
  • All content must still meet our standards for authenticity and fairness

Accountability and Oversight

Our Compliance and Marketing teams monitor and assess:

  • Review collection methods and risks
  • Trends across third-party review platforms
  • Effectiveness of controls in place

Content that cannot be verified or appears suspicious will not be published.

 

Reporting and Enforcement

In cases of suspected or confirmed fake or misleading reviews:

  • The content will be immediately removed
  • The incident will be reviewed internally
  • Third parties (e.g. agencies, staff, customers) may face action, including termination of contract or other consequences
  • Regulatory bodies (such as the FCA or CMA) will be notified where appropriate

Contact Us

If you have any questions or concerns regarding our review practices or this statement, please contact us at: info@flagstoneim.com.