Our review policy

How we choose, publish and check the customer reviews shown on this website.

We show a small number of genuine customer reviews on our Why choose us page, and link from there to our reviews on Trustpilot. This page explains where the reviews come from and how we decide which ones appear, so that anyone reading them can judge them properly. It is published in line with the Digital Markets, Competition and Consumers Act 2024 and the Competition and Markets Authority guidance on consumer reviews.

Where our reviews come from

Every review we display on this site was left by a customer on our Google Business Profile. We also link to our reviews on Trustpilot, so that they can be read in full there, but we do not show Trustpilot reviews, ratings or scores on this site.

Wherever a review about us is left, whether on Google, on Trustpilot or anywhere else, we do not write it and we do not ask anyone else to write it, and we have never offered a discount, a free delivery, an entry into a prize draw or anything else of value in exchange for one. We have never incentivised a review, and no review about us is written by staff, family or anyone connected to the business. If we ask customers for reviews, on Trustpilot or anywhere else, we ask every customer in the same way, whatever their experience, and never only those we expect to be happy.

How we choose which ones to show

We show the five most recent, in order, newest first. We do not choose the best five, and we do not skip one because we would rather it were not there. If a critical review is among the five most recent, it appears here like any other. We publish each one as it was written, without editing, shortening or correcting it, other than showing the author as a first name and initial to protect their privacy.

We do not display an average calculated from the handful shown here. The rating and the total number of reviews shown on that page are the real figures across every review on our Google listing, including the ones not displayed, and we link directly to that listing so the full picture is always one click away.

How often we check them

We refresh the reviews shown on this site every three months, and that page states the date they were last checked. A genuine review can still mislead if it is old enough to describe a service we no longer provide, so we replace the set rather than letting it stand indefinitely.

Reviews we would remove

We would remove a review from this site if we learned it was fake, if it was written by someone with an undisclosed connection to us, if it was incentivised, if it referred to a different business, or if it contained something unlawful or abusive. Because the reviews on this site are published by us rather than submitted to us, we control what appears here and can remove anything falling into those categories promptly.

Reviews on our Google listing itself are hosted by Google and are subject to Google's own policies. We cannot delete a review there, and we do not ask customers to take one down. Where we think a review on Google breaches Google's policies, the only step available to us is to report it to Google and let them decide.

Reviews on Trustpilot are hosted by Trustpilot and are subject to Trustpilot's own guidelines. We cannot delete a review there either, and we do not ask customers to take one down. Where we think a review on Trustpilot breaches its guidelines, we report it to Trustpilot and let them decide, and we report positive and negative reviews on the same grounds.

Telling us about a review

If you believe a review shown on this site is not genuine, or that we have presented reviews in a misleading way, please tell us and we will look into it. Email orders@southern-energy.co.uk or call 01825 840931, 8am to 5pm Monday to Friday. We will respond within five working days and remove anything we cannot stand behind.

This policy is reviewed annually and was last updated on 28 September 2026.