They called the company a scam. Here’s how we fought back—and got the reviews removed from Trustpilot
Imagine spending years building a trusted brand, only to find your company accused of being a scam online. That’s exactly what happened to one UK home and garden retailer, who found themselves under attack on Trustpilot.
Dozens of anonymous reviews claimed fraud, dishonesty and worse, none of it true. The platform refused to help. Here’s how we helped restore their online reputation, got the worst reviews removed, and forced Trustpilot to give back control.
The damage done by fake and defamatory reviews
Why online defamation is more than just a bad review
Taking legal action against Trustpilot: what we did and how it worked
What is a Section 5 defamation notice
Trustpilot pushed back—but we pushed harder
Expert legal advice on removing defamatory Trustpilot reviews
If your business is under attack online, we can help
A lawyer’s thoughts on the case
The damage done by fake and defamatory reviews
The company, known for its decorative outdoor panels and garden screens, ran almost entirely online. When those negative Trustpilot reviews started stacking up, the impact was immediate. Sales dropped. A bank paused funding. Even long-standing customers became wary.
People were searching the company name online and being greeted with accusations like “fraudulent”, “con artists” and “scam”. Some reviews claimed products never arrived—even when delivery records and refunds proved otherwise. What really broke trust was how Trustpilot responded.
After the company flagged over a thousand reviews, Trustpilot suspended their ability to report any more. They were essentially locked out of their own reputation management while defamatory reviews continued to pile up.
Why online defamation is more than just a bad review
It's easy to dismiss a bad review as just an unhappy customer sounding off. But what happens when that review accuses your business of criminal acts—like fraud, theft, or scamming? That crosses a line, and in legal terms, it's no longer a simple opinion. It becomes defamation.
Under UK law, defamation is a serious matter. For online businesses, the consequences of this type of false accusation can be swift and severe. Potential customers may be put off, partnerships can falter and financial institutions might reconsider their support. Reputation is currency in the digital world, and defamatory reviews drain it quickly.
Our client wasn’t just dealing with a few rude comments—they were staring down a narrative that threatened their very existence. Fighting online defamation isn’t just about clearing your name. It’s often a matter of survival, particularly when your sales, visibility and trust are built almost entirely on your online presence.
Taking legal action against Trustpilot: what we did and how it worked
When the company came to us, they’d already lost faith in the platform. We had a plan to restore it.
We began by preserving evidence and going through every single review. We identified hundreds that either made false claims or contained serious defamatory statements. Some even included private information about the company’s directors.
From there, we began the legal process. That included drafting formal cease and desist letters, setting out clearly why each review was unlawful and demanding its removal. We also prepared legal notices under the Defamation Act, known as Section 5 notices, which require platforms like Trustpilot to either take the content down or hand over the details of the person who posted it. Here’s the key part, if the platform refuses to do either, it can become legally responsible for the content itself. This often changes their tune.
What is a Section 5 defamation notice
Section 5 of the Defamation Act 2013 is a powerful tool in cases like this. If someone posts defamatory content online, and they’re anonymous, the law allows you to ask the website to either take the content down or tell you who posted it. If the site won’t cooperate, you can apply to the court to force them.
If they still refuse? They can be sued alongside the original poster. It’s an essential legal option for any business suffering reputational damage from anonymous online attacks.
Trustpilot pushed back—but we pushed harder
Trustpilot initially ignored the legal warnings but as the pressure mounted, they started to listen. Even though the case was interrupted, because the company later entered liquidation, we’d already achieved several key wins.
Trustpilot restored the company’s ability to flag reviews. Many of the worst defamatory reviews were taken down. Perhaps most importantly, we built a detailed legal roadmap the directors could use in the future, should they restart operations or launch another business.
We also gathered hard evidence that showed real financial harm caused by the reviews. This included communication from a major financial provider confirming the company’s credit rating was affected, and data that linked review spikes directly to sales drops.
Expert legal advice on removing defamatory Trustpilot reviews
This case shows just how quickly things can spiral when a business is defamed online, and how frustratingly slow and unhelpful platforms like Trustpilot can be when it comes to fixing the problem. For our client, the damage came so fast and so hard that the business was pushed into liquidation. And yet, that happened before they even realised that legal help existed, before they knew there were solutions. By the time they reached out to us, the company was already at breaking point.
But what this case proves is that it’s never too late to fight back. Even at the eleventh hour, we were able to get reviews removed, restore platform access, and build a legal framework they could rely on in future. If you run an online business, you need to know your rights. A bad review isn’t the same as a defamatory one.
And if someone spreads lies that harm your reputation, you are entitled to have those removed and to take action against the person responsible. It also shows the power of persistence. Trustpilot may be slow to act, but with the right legal steps, they can be forced to respond. And with the right legal team in your corner, you don’t have to face it alone.
If your business is under attack online, we can help
We specialise in internet law, and we’ve helped hundreds of individuals and businesses remove defamatory content, restore their online reputations and protect their digital presence. Our expertise goes far beyond general legal advice, we are specialists in this niche but increasingly critical area of law, and we understand how to move quickly when reputations and livelihoods are at risk. This case shows how damaging online defamation can be, even forcing a business into liquidation.
What’s also clear is that it doesn’t have to end there. Prompt legal advice can often make the difference between recovery and collapse. The sooner you speak to someone who knows this area inside out, the more effective the legal remedies become. If you’re an in-house counsel or a business owner and you’re not sure what to do, we encourage you to reach out. You don’t need to navigate the complexity of internet law alone.
We work alongside in-house legal teams as well as directly with businesses, providing the specialist insight and experience that general practice solicitors often can’t offer in this field. If you’ve been called a scam, con, or fraud online—and it’s not true—we can help you take action.
Whether it’s Trustpilot, Google Reviews, Reddit, or anywhere else, we’ll work with you to get the content down and your name cleared. Call us today to speak with one of our internet law specialists. The sooner you act, the stronger your position will be.
A lawyer’s thoughts on the case
This case was a clear reminder of the damage online defamation can do when left unchecked and the power of the law to reverse that damage when used effectively. What stood out most was how close this company came to collapse before realising that legal action was even possible.
It’s a stark warning that many businesses simply don’t know where to turn when attacked online. We also often see hesitation from in-house legal teams who may be unfamiliar with this niche area of law. That hesitation is understandable, but it shouldn’t be a barrier to getting expert help.
Internet defamation is highly technical and fast-moving. It requires precise legal knowledge, a clear strategy, and the ability to act quickly. The moment we were brought in, things began to shift. Reviews were removed. Access to Trustpilot was restored.
Even though liquidation paused further action, the groundwork was solid. This case proves that with the right legal partner, reputational damage doesn’t have to be permanent.