Your feedback matters.
We are all ears.
Your voice shapes how we work.
Great feedback lets us celebrate the people who go the extra mile. Constructive feedback helps us improve and keep standards high. Either way, we'd love to hear from you.
Share your thoughts using the form below or drop into one of our offices for a face-to-face chat.
Leave your feedback.
Not happy with our service?
We’re truly sorry if your experience hasn’t met your expectations. Our Promises set the standard for every customer. When we fall short, we take it seriously.
If you would like to raise a concern, we're here to listen and resolve it as quickly as possible.
If you are buying or selling through Prospect Estate Agency and wish to make a formal complaint, please contact the Manager of the office you are dealing with.
Complaints must be made in writing - either by email or letter.
What happens next:
- We’ll acknowledge your complaint within 3 working days.
- Your complaint will be fully investigated by the Manager, who will review all relevant information and speak with the team involved.
- You’ll receive a written response within 15 working days.
If you’re not satisfied with the outcome, you can escalate your complaint to The Property Ombudsman (TPO), of which we are long-standing members.
Please note, TPO will only review a case after you’ve completed our internal complaints process and received a Final Viewpoint Letter. Complaints must be made within 12 months of receiving that letter.
Contact details for The Property Ombudsman:
The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333 306
If you are a landlord or tenant of Prospect Lettings and wish to make a formal complaint, please address it to the Lettings Manager of your local office.
Complaints must be made in writing, either by email or letter.
What happens next:
- We’ll acknowledge your complaint within 3 working days.
- The Lettings Manager will investigate by reviewing all relevant records and speaking with the team involved.
- You’ll receive a written response within 15 working days.
If your complaint remains unresolved, you may contact either:
- The Property Ombudsman (TPO)
- ARLA Propertymark
Both of whom we are proud to be members of.
Both organisations require that you first complete our internal complaints procedure and have received a Final Viewpoint Letter before they can review your case. Complaints must be submitted within 12 months of receiving that letter.
Contact details:
The Property Ombudsman
Milford House, 43–55 Milford Street, Salisbury, Wiltshire SP1 2BP
Tel: 01722 333306
ARLA Propertymark
You can request a complaint form by contacting the Regulations Department on 0844 387 0555
Prospect is a proud member of The Property Ombudsman (TPO), demonstrating our commitment to integrity and professional service.
TPO’s Codes of Practice set the benchmark for quality across the industry and are approved by the Trading Standards Institute. By following these standards, we ensure every customer receives consistent, fair, and transparent service.
TPO also conducts regular audits to ensure compliance, giving you complete confidence that our processes meet - and often exceed - industry requirements.
If a dispute arises, referring the matter to TPO after completing our internal process helps resolve it efficiently and avoids unnecessary legal costs.
