Use of Trustpilot

We collect customer reviews primarily through Trustpilot, an independent third-party review platform. Trustpilot operates separately from Taurus and applies its own controls to help ensure reviews reflect genuine customer experiences.

Customers who have purchased or used our claims service may receive an invitation from Trustpilot to leave a review. Leaving a review is entirely voluntary and choosing not to do so will not affect the service, pricing or support you receive from us.

How review invitations support fair outcomes

Review invitations are issued only to genuine customers who have had a real interaction with Taurus. Invitations are sent using neutral and automated processes to ensure feedback reflects a broad and representative range of customer experiences.

We do not target or exclude customers based on the nature of their experience and we do not attempt to predict whether feedback will be positive or negative. This ensures that review feedback supports fair, balanced and reliable outcome monitoring under the Consumer Duty.

Display of reviews and transparency

All reviews submitted on Trustpilot are displayed on the Trustpilot profile for the relevant brand unless they breach Trustpilot's content rules, such as where a review is fraudulent, offensive or unrelated to a genuine customer experience. Taurus does not edit, rewrite, hide or selectively present reviews.

Where reviews are displayed on our website or marketing, they are shown using Trustpilot's apps. This ensures customers are able to see an accurate picture of customer experiences and are not misled by curated or partial information. Transparency in how reviews are displayed supports informed customer decision-making.

Assurances on fair and lawful review practices

In line with the DMCC Act 2024 and Consumer Duty expectations, Taurus does not engage in practices that could distort or misrepresent customer feedback. We do not buy reviews, commission third parties to write reviews, generate reviews internally or offer incentives in exchange for leaving feedback.

We do not require customers to leave reviews and we do not suppress or remove negative reviews simply because they are critical. All reviews, whether positive or negative, are treated as a valuable source of insight into customer experience and outcomes.

Negative reviews and complaint handling

In the interests of delivering good customer outcomes, Taurus treats negative customer reviews as potential expressions of dissatisfaction. Where a review indicates that a customer is unhappy with our service, product or support, we will consider it as a complaint for the purposes of our regulatory obligations.

Where appropriate, negative reviews are formally logged and handled in line with the Financial Conduct Authority's complaint-handling rules. This includes raising the issue formally, investigating the circumstances and taking reasonable steps to identify whether remedial action is required. Treating negative reviews in this way helps ensure that customer concerns are not overlooked and that lessons are learned where outcomes fall short.

Submitting a review does not remove a customer's right to raise a complaint directly with us and customers are always encouraged to contact us if they would like their concerns investigated in more detail.

Reviews as part of Consumer Duty outcome monitoring

Customer reviews form an important part of our wider monitoring of customer outcomes. Review feedback is used alongside complaints data, customer contact information and service metrics to identify trends relating to customer understanding, service quality, claims handling, communications and support, including support for customers in vulnerable circumstances.

Where review trends suggest potential harm or poor outcomes, we use this information to inform service improvements, changes to communications, staff training or product reviews. Reviews are not used to make automated decisions about individual customers and do not affect a customer's access to products or services.

Moderation and integrity of feedback

To protect the integrity of customer feedback, we may report reviews to Trustpilot where there is a genuine concern that a review is not linked to a real customer experience or breaches Trustpilot's rules. Any decision to remove a review is made independently by Trustpilot.

Taurus does not seek to remove legitimate negative reviews in order to improve ratings or public perception and we do not interfere with the substance of genuine customer feedback.

Customer control and choice

Customers remain fully in control of their reviews. If you leave a review on Trustpilot, you may edit or delete it at any time using your Trustpilot account. Taurus will not ask or pressure customers to change or remove reviews, including negative or critical feedback.

Queries or concerns about reviews

If you believe a review contains inaccurate information or personal data, you may contact us. While we cannot directly edit or remove reviews on Trustpilot, we will explain the available options and, where appropriate, guide you through Trustpilot's processes.