Negative reviews on Google or other platforms can have a direct impact on your reputation and turnover. Almost every entrepreneur will have to deal with this sooner or later. Online reviews have become an integral part of the business climate. They influence purchasing decisions and help determine the confidence of potential customers.
But what if a review is factually incorrect? Or what if it is a fake review? When can you have a negative review removed? And what can you do if Google does not cooperate?
In this blog, we outline the legal frameworks and practical possibilities for you.
Reviews are part of modern entrepreneurship
The internet offers consumers the opportunity to publicly review businesses. This serves an important function. Entrepreneurs who deliver quality and offer good service are rewarded with positive reviews. Entrepreneurs who fail to deliver are criticised.
This openness is valuable, but it also has a downside. It is easy to damage someone’s reputation online. A single negative review can sow doubt among potential customers. However, that does not mean that every negative review is unjustified.
When is a negative review unlawful?
When assessing negative reviews, the judge weighs up the interests of:
- the reviewer’s freedom of expression
- the entrepreneur’s right to protection of his reputation
Both rights are, in principle, equivalent. The bar for removal is therefore relatively high.
Two important criteria in particular emerge from case law.
1. Factual inaccuracy
A reviewer is entitled to express their opinion and may do so in strong terms. Exaggeration or harsh criticism generally falls within the scope of freedom of expression.
It becomes different when:
- facts are demonstrably incorrect
- events are fictional
- the reviewer has never been a customer
- criminal offences are suggested without factual basis
The greater the deviation from reality, the greater the likelihood that a negative review is legally unlawful.
2. Unnecessarily offensive or hurtful remarks
An angry customer is entitled to express their frustration. That is part of public debate. However, gross accusations, verbal abuse or unfounded allegations may cross the line.
In short: the more inaccurate and offensive the review, the greater the likelihood that it will have to be removed.
Recent case law: freedom of expression carries considerable weight
In summary proceedings on 7 January 2026, Google was sued by a car dealer who demanded the removal of four negative reviews.
The preliminary relief judge dismissed the claims. The reviews remained online.
The judge ruled, among other things, that:
- a discussion about the mileage of an imported car does not automatically mean that a critical review is unlawful
- A brief negative comment without explanation may have little substance, but it does not directly damage reputation.
- nuanced criticism based on personal experience is permitted in principle
- sharp assessments of expertise or business operations may fall within the scope of freedom of expression
The essence of this ruling is that judges are reluctant to order the removal of negative reviews unless there is clear evidence of wrongdoing.
Fake reviews and false reviews on Google
False reviews on Google, also known as fake reviews, pose a particular problem. These are reviews that:
- are from persons who have never been customers
- contain deliberately false information
- have been posted with the aim of damaging reputations
For many entrepreneurs, it is frustrating that removing a Google review is considerably more difficult than posting one.
You can submit a request for removal via Google. In practice, however, this often results in a standard response and the review remains online. Google takes a cautious approach due to the public function of the platform and the protection of freedom of expression.
What can you do if Google does not cooperate?
If a negative review is clearly inaccurate and harmful, and Google does not voluntarily remove it, there are legal options available.
Letter of formal notice to Google
A first step could be to send a formal summons via a solicitor. This summons would inform Google of the unlawfulness of the review and demand that it be removed.
This is particularly promising when there are clear factual inaccuracies or serious allegations without foundation.
Provision of name and address details and IP data
In some cases, it is necessary to ascertain the identity of the reviewer. Based on the Lycos/Pessers ruling by the Supreme Court, a platform may be obliged to provide identifying information under certain circumstances.
There are four conditions that apply:
- It must be sufficiently plausible that the publication is unlawful and harmful.
- The entrepreneur must have a genuine interest in the data.
- There should be no less intrusive means of establishing identity.
- Any weighing of interests must be in favour of the entrepreneur.
If these criteria are met, a claim for the disclosure of name and address details or IP details may be lodged.
Interim relief proceedings against the platform
If Google does not proceed with removal after receiving a formal notice, summary proceedings may be initiated. The legal principle is that a hosting provider may be liable if it fails to act promptly after receiving a clear notification of illegality.
The preliminary relief judge assesses each individual review to determine whether it is manifestly unlawful. Only if this is the case will removal be ordered.
Practical approach to negative reviews
In addition to legal action, there are practical measures that are often more effective.
- Respond to the review in a professional and substantive manner.
- Try to get in touch with the reviewer.
- Gather evidence of the actual course of events.
- Report obvious irregularities via the platform’s reporting procedure.
- Encourage satisfied customers to post honest reviews.
Please note: posting fake positive reviews may be considered misleading advertising.
Negative reviews are a regular feature of the digital business environment. Not every critical review is unlawful. Freedom of expression carries considerable weight, and courts are reluctant to order removal.
However, this does not mean that you, as an entrepreneur, are defenceless. If reviews are demonstrably incorrect, offensive or false, you can take action. This can range from reporting it to the platform to sending a letter of summons or initiating summary proceedings.
