Code of Ethics

Trustpilot Group plc and its group companies (together referred to as "Trustpilot", "we", "our" or “us”) are committed to doing business in an honest and ethical manner. 

This Code of Ethics reflects our commitment to conduct business with the highest ethical standards, based on Trustpilot’s core values and guiding principles which aim to help everyone do the right thing, even when it’s hard — setting a clear expectation for ourselves and others regarding appropriate standards of conduct.

This policy applies globally to everyone who works for us, uses our platform or services, or does business with us (our “community”).

We train and require the people who work for us to act in a way that reflects strong ethical judgement, promotes trust, and lives up to our values.  We expect the same standard of conduct from everyone in our community.

Trustpilot’s vision is to be the universal symbol of trust.  Central to achieving this are our values, which are at the core of who we are and guide us in how we behave, make decisions, communicate, and execute all that we do.

• We start with the customer.

  • We obsess over consumer and business problems, using trust as our guide.

  • Our customers aren’t just the businesses that pay us, they are the readers, the reviewers, and the businesses that use us for free too.
    

• We act with integrity.

  • We do the right thing, even when it’s hard.

  • We’re built on trust, so we act with integrity in every big and small thing we do.

  • We don’t build or store public trust, we earn it by delivering on our promises and behaving in line with our vision. 
    

• We are positively human.

  • We care about each other and embrace diversity.

  • Positively is about emphasis, not about being positive all the time. In other words, we really mean it - we’re human. And we see being human as an important, positive quality of our culture.
    

• We make it happen.

  • We deliver on commitments to drive impact.

  • We’re not just checking off the next task on our to-do list. We believe in delivering on commitments that get us closer to achieving our mission: Trustpilot everywhere. 
    

• We win together.

  • We’re one team, externally competitive but internally collaborative.

  • We help people collaborate so they can shape and improve their world.

  • Working together to make things better is our mindset, as well as the unique value of our platform. We acknowledge that we perform best when we embrace each other’s strengths and share candid and caring feedback to help each other grow.
    

These guiding principles are intended to help you understand what’s expected of you and how to put our values into practice.

We start with the customer.
We obsess over consumer and business problems, using trust as our guide.

In practice, this means we…

• do not compromise on trust;

• understand our customers; and

• delight our customers.

We uphold the highest standards of trustworthy behaviour, never wavering in our commitment to Trust. Every member of our community is expected to act in a way that builds trust in our community. 

Trust serves as our compass in everything that we do, guiding our approach to resolving both business and consumer problems. 

Our customers are not only paying businesses but also include readers, reviewers, and businesses using our services without charge. We always put our customers first, we are dedicated to understanding their needs and we always strive to surpass their expectations.

We do the right thing, even when it’s hard.

In practice, this means we…

• match words with actions;

• assume best intent; and

• are transparent wherever possible.

We expect everyone in our community to not only strive to set the highest standards in trustworthy behaviour, but to also conduct themselves in compliance with applicable laws and regulations, and to use sound judgement and common sense.  

Those who work for us are also expected to act in a way that builds trust in our business and furthers our reputation — both internally and beyond the workplace, including online, on social media, and at work-related events.  This includes complying with our Anti-Bribery & Corruption Policy, Alcohol, Drug & Substance Misuse Policy and other internal policies and procedures.

We never do business at the expense of our ethics or by compromising our values. This includes ensuring that we carry out our work and present our business, products and services in a fair, transparent and honest way — and that we are genuine and professional when dealing with others.  

We are objective and independent of both consumers and businesses — and we should avoid actual or perceived conflicts of interest.

Being trustworthy also means being reliable and delivering on promises.  This includes protecting confidential information about us or others, and handling personal data and using IT systems responsibly in line with our policies.

We encourage trustworthy behaviour among our colleagues, hold each other accountable, and speak up if we notice a problem.

We care about each other and embrace diversity.

In practice, this means we…

• are genuine and respectful;

• value difference; and

• charge our culture with fun.

Behind every review is a real human experience. We therefore expect everyone to treat each other with respect, and to act in a genuine, responsible and professional manner.  We don’t tolerate aggressive behaviour, coercive language, abuse or threats, and any unlawful conduct will be reported to relevant authorities.

We are considerate of each other’s well-being as well as our own, and are committed to creating an inclusive, supportive and safe working environment for everyone.

We value diversity and equal opportunity, and aim to foster a healthy, positive, safe and inclusive environment.  We do not tolerate harassment, unlawful discrimination, bullying — whether at work, work-related events or outside the workplace.  We treat everyone with dignity and respect — and offer everyone the opportunity to develop their potential. 

We expect everyone who works for us to read and understand their local Non-Discrimination & Anti-Harassment Policy and our Diversity, Equity & Inclusion Policy, and to speak up about actual or suspected breaches.

We expect all users of our platform to play nice and be respectful contributors to our community.  Hateful, discriminatory and illegal behaviour is prohibited, as set out in more detail in our Guidelines for Reviewers and Guidelines for Businesses.

Anyone doing business with us is expected to encourage and facilitate practices that promote equality and prevent discrimination and harassment.

We deliver on commitments to drive impact.

In practice, this means we…

• have a bias for action;

• own and learn from failure; and

• aim high.

We are focused on accomplishing our goals and delivering on our commitments, which brings us closer to achieving our mission: Trustpilot everywhere. 

We have high ambitions - this means we have a bias for taking action and learning along the way, rather than seeking out the perfect decision at every opportunity. We take ownership of tasks, undeterred by the potential for failure which we embrace as opportunities for growth and continued learning. 

We’re one team, externally competitive but internally collaborative.

In practice, this means we…

• share candid and caring feedback;

• put the team ahead of ourselves; and

• help and support one another.

We give ourselves the best chance of achieving our mission when we work together — embracing each other's strengths and supporting one another.  

We don’t let our own personal interests cloud our judgement about what’s best for Trustpilot — both real and perceived conflicts of interest can be damaging to Trustpilot’s reputation and those in our community.

We give candid and caring feedback to help each other grow, and report incidents so that they can be addressed for the good of the business and those in our community. We look out for one another and never try to hide or cover up misconduct.

Our Code of Ethics and policies support our core values and reflect what is important to us.  We take breaches seriously and, depending on the severity, a breach of this Code of Ethics by anyone in our community may result in suspension or termination of our relationship with them — and potentially other legal and remedial actions available to Trustpilot.  

Any employee that breaches this Code of Ethics may be subject to disciplinary action, up to and including termination of employment.

We are each responsible for our actions and for ensuring compliance with the Code of Ethics.  We expect people who work for us to report any suspected or actual breaches of this Code of Ethics to their manager, People Business Partner or through our Speaking Up channels.

Our Speaking Up platform is available to everyone covered by this Code of Ethics and includes the ability to report anonymously. We take these concerns seriously and handle them promptly.

We do not tolerate retaliation against anyone who speaks openly about conduct they believe is unethical, illegal or against our Code of Ethics and policies — even if the concern isn’t substantiated, as long as they have not knowingly made a false report.

Trustpilot’s Corporate Services team is responsible for this Code of Ethics. This Code of Ethics will be reviewed at least annually. It may be amended at any time with the approval of Trustpilot Group plc’s board of directors.