Online review platform provided consumer rating information not always representative of customers’ actual experiences

The Italian Competition Authority has imposed a 4 million euro fine on Trustpilot Group Plc, Trustpilot A/S and Trustpilot S.r.l. for engaging in an unfair commercial practice.

The investigation revealed that the companies failed to carry out adequate checks to ensure the authenticity of the reviews published on their platform, including where such reviews were labelled by Trustpilot as verified. The Authority found that the review collection services offered by the platform – promoted as tools to reduce the risk of false or misleading content and to ensure greater system integrity – actually allow businesses to select the consumers to whom review invitations are sent, with implications for the overall representativeness of the published ratings.

The Authority also established that Trustpilot failed to ensure consumers had adequate access to key information regarding the functioning of the platform, the use of paid-for services by businesses featured on the platform and other aspects relevant to consumer decision-making.

Taken together, these conducts – also implemented using interface design techniques typical of dark patterns – amount to a misleading practice, in breach of articles 20, 21, 22, 23(1)(bb-ter) of the Consumer Code.

Rome, 23 March 2026

Text of the decision