Rules
Reviews for schools: what is allowed
Parents read reviews of schools as they read reviews of anything else. Schools can encourage honest reviews, but there are limits.
Do not pay or reward reviews
Google's policies for reviews do not allow businesses to offer anything in return for reviews, or to ask only happy customers for them. In the UK, the Digital Markets, Competition and Consumers Act 2024 bans fake reviews and the concealing of incentivised reviews.
Do ask everyone fairly
It is fine to remind all families how to leave a review, for example at the end of the school year. Do not pick out only the families you expect to be positive.
Responding
- Thank reviewers for positive reviews briefly.
- Reply calmly to negative reviews, without discussing a child or giving private details.
- Invite the reviewer to contact the school directly.
Staff and family
Staff should not review their own school, and the school should not post reviews on families' behalf.
When a review breaks the rules
If a review contains abuse or personal details, report it through the platform's own process.
Common questions
Can we ask parents for reviews?
Yes, as long as you ask everyone in the same way and do not only ask families you expect to be happy.
Can we offer a prize draw for reviews?
No. Google does not allow incentives for reviews, and in the UK the Digital Markets, Competition and Consumers Act 2024 bans fake reviews and concealed incentivised reviews.
Can staff leave reviews?
They should not review their own school. Google treats it as a conflict of interest.
Should we reply to negative reviews?
Yes, briefly and politely, without sharing anything private about a child or family. Offer to continue the conversation directly.