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Consumer Reviews Policy

This policy sets out Wickes Group Plc’s (“Wickes”) approach to consumer reviews.

  1. Wickes prohibits fake reviews from being published on its platforms, including consumer reviews that purport to be, but are not, based on an individual’s genuine experience.
  2. Where Wickes relies on reviews hosted by a third-party provider, from time-to-time Wickes will review such provider’s policies and arrangements for tackling banned content to ensure they meet Wickes’ (and applicable legislative) standard for hosting reviews.
  3. Wickes takes reasonable and proportionate steps to prevent unlawful and misleading reviews from being published but where such consumer reviews are identified, Wickes will remove the content as soon as practicable to ensure that it does not impact legitimate consumer review information (such as overall ratings or AI-generated review summaries).
  4. Where fake reviews are published on third-party platforms, Wickes will flag these through formal channels provided by such hosts.
  5. Wickes does not conceal incentivised reviews. Where a person has received a benefit in exchange for an honest review, such reviews are always accompanied by clearly identifiable ’incentivised disclosure’ labels.
  6. Wickes does not cherry-pick or suppress negative reviews and takes all reasonable steps to ensure reviews of materially different products are not merged (i.e. the review relates to the applicable product, or materially similar products).
  7. Wickes regularly assesses the risk of consumers encountering banned, false or misleading review information.
  8. Wickes is committed to having in place appropriate internal processes to proactively detect, investigate and remove any banned, false or misleading content.

Monitoring and Review

This policy will be regularly reviewed and updated to reflect any changes in legislation, best practice and our product offerings.

Responsibility

The Director of Legal & Governance is responsible for setting out our external policy on published consumer reviews.

Approved by the Wickes Group plc Executive Board on 26th August 2025