Terms and Conditions

Dealer Reviews

Last Updated: 14th August 2025

Dealer Reviews allows your customers the opportunity to share their views about their retail experience with you and you to have the ability to submit a response to a review, and for the reviews and replies to be published on the Autotrader Platform.

Dealer Reviews is provided subject to the Main Advertising Terms & Conditions, which are incorporated into these Rules by reference.

Terms defined in the Main Advertising Terms & Conditions shall have the same meaning in these Rules provided that, should a term be defined in both the Main Advertising Terms & Conditions and these Rules, the meaning of the term defined in these Rules shall have precedence in relation to these Rules.

1. Definitions

   1. Applicable Laws means all applicable laws, statutes, regulations and codes from time to time in force in the UK;
   2. Banned Review means
      1. a Fake Review
      2. a Review that does not make clear that it has been incentivised (for example, a gift, discount, prize draw entry, freebie or other benefit in exchange for writing or editing a Review); or
      3. Review Information that is fake or published in a misleading way;
   3. Consumer(s) means a genuine customer(s), who has either made a purchase from, or genuine enquiry with, a Dealer;
   4. Consumer Contact Information means the name and email address of a Consumer, which the Dealer provides to Autotrader for the purpose of Feefo (acting on Autotrader’s behalf) contacting the relevant Consumer by email to request a Review;
   5. Customer Review means a Review collected by Feefo, whereby a Consumer visits the Autotrader site and chooses to leave a Review of a Dealer;
   6. Dealer Reviews means the Autotrader product as described in Clause 2;
   7. Fake Review means a review that purports to be, but is not, based on a customer’s genuine experience;
   8. Feefo means Feefo Holdings Limited;
   9. Feefo Managed Service means the review service provided by Feefo on Autotrader’s behalf, which is automatically included in a Dealer’s Package and means that Reviews collected by Feefo (either Invited Customer Reviews or Customer Reviews) appear on the Autotrader Platform;
   10. Invited Customer Review means a Review collected by Feefo, whereby a Dealer provides the Consumer Contact Information to Autotrader so that Feefo (acting on Autotrader’s behalf) can contact the Consumer by email to request a Review;
   11. Reply means responses posted by a Dealer (or person acting on the Dealer’s behalf) which are associated with a Review;
   12. Review means feedback related to a Consumer’s genuine retail experience of a Dealer (either a purchase or enquiry with the Dealer), which is collected either via the Feefo Managed Service or the Syndicated Partner Service (as applicable);
   13. Review Information means information that is derived from, or is influenced by, Reviews, e.g. star ratings, review summaries and rankings;
   14. Syndication Partner means a review partner who a Dealer has engaged to collect Reviews on their behalf; and
   15. Syndication Partner Service means the service that a Dealer can request (in addition to the Feefo Managed Service), whereby Autotrader (at its discretion) will integrate with the Syndication Partner to allow Reviews collected by the Syndication Partner in relation to the Dealer to appear on the Autotrader Platform.

2. Dealer Reviews

   1. Dealer Reviews is a free of charge Product, which includes:
      1. the Feefo Managed Service, which is automatically provided as part of a Dealer’s Package which a Dealer cannot opt out of and/or
      2. the Syndication Partner Service, which a Dealer can request and Autotrader can agree to provide subject to Autotrader’s discretion and clause 4.
   2. Dealer Reviews is available to Dealers with a current Advertising Agreement. It is not available to private sellers or PayGo trade advertisers.
   3. All Reviews are associated with an individual Dealer ID (as per the Dealer’s Advertising Agreement). Reviews can only be displayed against one Dealer ID and cannot be duplicated across, or split between, multiple Dealer IDs For group retailers, all Reviews are relevant to individual sites only and cannot be shared between the other group sites.
   4. In the event of a change to your company name or trading name, for whatever reason, Autotrader will not:
      1. remove references to the prior company name or trading name (as applicable) in any future or existing Reviews or Replies; or
      2. remove or transfer Reviews or Replies from Advertisements associated with your Dealer ID.
   5. Where a new Dealer ID is provided, for whatever reason, Autotrader will not transfer Reviews from the existing Dealer ID to the new Dealer ID, other than in exceptional circumstances (to be determined at Autotrader’s discretion).
   6. Autotrader (at its discretion) will display an overall star rating (out of a maximum of 5 stars) for each Dealer ID, which is calculated using the average of the relevant Dealer’s star ratings for all Reviews published on the Autotrader platform in respect of the previous 12 month period.
   7. On termination of a Dealer’s Advertising Agreement, for whatever reason, all Reviews and corresponding Replies will be removed from the Autotrader Platform. Autotrader shall not be obliged to reinstate, transfer, copy or otherwise allow the Dealer access to such Reviews (and corresponding Replies). Autotrader will not reinstate Reviews associated with a Dealer ID that has been cancelled / inactive for a period of 12 consecutive months or more and which subsequently comes back onto the Autotrader Platform.
   8. Notwithstanding anything to the contrary in theMain Advertising Terms & Conditions, the Feefo Managed Service element of Dealer Reviews cannot be cancelled by a Dealer or otherwise removed from an Advertising Agreement/Package by a Dealer.
   9. You are responsible for bringing these Rules to the attention of any of your employees, consultants, contractors or other personnel who may be requesting Reviews and/or submitting Replies on your behalf.

3. Reviews collected by Feefo

   1. The Dealer shall provide the Consumer Contact Information to Autotrader, via either the individual review request or bulk review request process in Portal, for Consumers.
   2. It is acknowledged and agreed that each of the Dealer and Autotrader shall act as separate data controllers in respect of any personal data contained in: (1) the Consumer Contact Information; and (2) the Reviews and Replies collected via the Feefo Managed Service. Auto Trader shall process such personal data in accordance with itsprivacy notice. Each of the Dealer and Autotrader shall fully comply with the Data Protection Laws in respect of their processing of such personal data.
   3. By providing the Consumer Contact Information to Autotrader in accordance with clause 3.1, the Dealer warrants and confirms that it has all appropriate rights and consents to share the Consumer Contact Information with Autotrader for the purposes of Autotrader providing the Dealer Reviews service and, in particular, to allow Feefo (acting as Autotrader’s processor) to send the relevant Consumers an email request for the Invited Customer Reviews, as described in these Rules.
   4. In providing the Feefo Managed Service, Feefo acts as Autotrader’s data processor and Autotrader and Feefo have entered into an appropriate data processing agreement to cover the processing of the Consumers’ personal data by Feefo on Autotrader’s behalf.

4. Reviews collected by your syndication partner

   1. At a Dealer’s request, and subject to the Syndication Partner complying with Clause 4.2, Autotrader (at its discretion) will integrate with the Syndication Partner to allow Reviews collected by the Syndication Partner to appear on the Autotrader Platform.
   2. The Syndication Partner Service is subject to the Syndication Partner: (i) entering into a Syndication Partnership Agreement with Autotrader and fully complying with the terms of the same; (ii) the integration of the Syndication Partner with Autotrader’s Dealer Reviews API; and (iii) the Syndication Partner adequately satisfying Autotrader’s due diligence and any other requirements (including, without limitation, Autotrader’s annual compliance questionnaire).
   3. By using the Syndication Partner Service, the Dealer acknowledges that the Syndication Partner is completely independent of Autotrader, and the Dealer is solely responsible for satisfying itself that the Syndication Partner’s services meet the Dealer’s requirements and all Applicable Laws. Any terms and conditions governing the Syndication Partner’s services provided to the Dealer are solely between the Dealer and the relevant Syndication Partner and shall not form part of these Rules. Autotrader shall not have any liability to the Dealer in respect of any action or omission by the Syndication Partner, including any breach of Applicable Laws.
   4. It is acknowledged and agreed that the Dealer is the data controller, and the Syndication Partner acts as the Dealer’s data processor, for the purposes of requesting and collecting Reviews via the Syndication Partner Service. As such, the Dealer warrants and represents that it: (i) has entered into an appropriate data processing agreement with the Syndication Partner to cover the processing of any Consumer personal data as described in this clause; (ii) will give full information to any Consumer whose personal data may be processed on its behalf by the Syndication Partner; and (iii) take all other necessary steps to ensure its compliance with the Data Protection Laws.
   5. The Dealer instructs the Syndication Parter to share Reviews and Replies with Autotrader for Autotrader to publish them on Autotrader’s Platform (where Autotrader acts as a data controller in respect of any personal data contained in the Reviews or Replies). The Dealer warrants and confirms that: (i) the Dealer (or Syndication Partner, as applicable) has all appropriate rights and consents to allow the sharing of any such personal data with Autotrader; and (ii) it (or Syndication Partner, as applicable) will give full information to any Consumer whose personal data may be shared with Autotrader for this purpose.
   6. Autotrader reserves the right to, temporarily or permanently, switch off its integration with any Syndication Partner at any time and will not have any liability to the Dealer as a result.

5. Dealer's obligations

   1. The Dealer shall at all times comply with all Applicable Laws, including:
      1. the Data Protection Laws; and
      2. the obligations relating to Banned Reviews set out in the Digital Markets, Competition and Consumers Act 2025 (DMCC), theCMA’s ‘Fake reviews guidance’ (CMA208)and the‘Short guide for businesses: publishing consumer reviews and complying with consumer protection law’, as the same may be updated from time to time;
   2. Without limitation to the general obligation in Clause 5.1(b) above, the Dealer shall:
      1. only invite genuine Consumers to leave a review;
      2. take a consistent and fair approach to inviting Consumers to write reviews, which means inviting Consumers regardless of whether they have had a positive or negative experience with the Dealer’s business;
      3. not be selective with invitations (i.e. “cherry-picking”), for example by withholding Consumer Contact Information in respect of Consumers who are likely to leave a negative review or only providing Consumer Contact Information for Consumers who the Dealer knows have had a positive experience;
      4. not write or commission another person to write Banned Reviews;
      5. provide Reviews in the Consumer’s own words;
      6. not offer a Consumer an incentive to write or edit a Review (for example, any gift, discount, prize draw entry, freebie or other benefit in exchange for writing or editing a Review); and
      7. procure that the Syndication Partner (as applicable) does not do anything to put the Dealer in breach of these Rules.
   3. By submitting a Reply, the Dealer (or the person acting on the Dealer’s behalf) warrants that:
      1. they are authorised to submit a Reply on behalf of the Dealer; and
      2. the Reply fully complies with theFeefo Moderation Rules(for Reviews submitted via the Feefo Managed Service) and our Content Standards(or other standards notified to the Dealer) for Dealer Reviews.