Arabic version: هيئة المنافسة والأسواق تطلق تحقيقًا في المراجعات المزيفة من قبل الشركات الكبرى

The UK’s Competition and Markets Authority (CMA) has launched an investigation into several firms, including food delivery service Just Eat and motoring website Autotrader, over concerns related to fake and misleading online reviews. According to BBC News, the probe also involves reviews site Feefo, funeral firm Dignity, and Pasta Evangelists.

The investigation aims to determine if these companies have violated consumer laws regarding how reviews are obtained, moderated, and presented to potential customers. The CMA’s chief executive, Sarah Cardell, emphasized the importance of genuine consumer feedback, stating that “Fake reviews strike at the heart of consumer trust.” With household budgets under pressure, Cardell noted that consumers need assurance they are receiving authentic information rather than manipulated reviews.

Under new powers that came into effect in April 2024, the CMA can impose fines on firms found in violation of consumer laws without needing court approval. While the investigation is ongoing, the CMA has not yet concluded whether any laws have actually been broken.

The specific areas of concern include whether Autotrader and Feefo provided a complete view of customer experiences by omitting negative reviews, and whether Just Eat inflated ratings for certain restaurants and grocers. Additionally, Dignity is being scrutinized for allegedly requesting staff to submit positive reviews about its cremation services, while Pasta Evangelists is under investigation for offering discounts in exchange for five-star reviews on delivery apps.

Autotrader has stated its commitment to compliance and cooperation with the CMA’s investigation. Consumer rights advocates have welcomed the CMA’s actions but stress that enforcement will be crucial. Sue Davies from Which? emphasized that the regulator must be prepared to impose significant penalties on companies that do not adhere to the established rules.