What is the first step after a negative review appears?
Save the review and check the service record before responding. Decide what can be acknowledged publicly without confirming a private relationship, disclosing a household or caregiver detail, or disputing facts you have not verified. A brief reply can thank the reviewer for the feedback and offer a private contact path; resolve the underlying issue through the normal complaint process.
What if a client criticizes the agency for applying a signed policy?
Check the actual agreement and communication history. The public response can say that the agency aims to explain its process clearly and invites the client to discuss the matter directly. Avoid posting contract excerpts, invoices, candidate information, or a point-by-point argument. If the policy creates repeated confusion, improve the explanation at intake.
How should an agency handle a review it believes is false or misleading?
Preserve the review and supporting records, then use the platform reporting route if it appears to violate the platform’s published policy. Report the specific rule and evidence rather than assuming an unfavorable rating will be removed. If a public reply is appropriate, keep it neutral and avoid identifying a former worker or discussing private employment history. Get advice before making allegations or threatening legal action.