Trustpilot is awful. They hold businesses hostage, and have clearly set up their fee structure as a pay-to-win format.

That said, while I dislike Trustpilot, and while I think this case likely has merit, it sets some dangerous precedents with regards to the ability to complain in a public forum.

The bit about lack of engagement with a complaints process is one that worries me, many companies have terrible complaints processes that are designed to respond only to particular types of complaint acceptable to them (often ones they can claim are an issue with other companies), and they become a black hole if your complaint doesn't fit the right format. Trustpilot's lack of structure here is an advantage and a way to hold businesses to some account.