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The most important thing to our business is you, our customers. We genuinely care about the experience you’ve had with us and would love to hear your feedback on our services – good or bad!
Good feedback is always welcomed, so we can reward our staff who go above and beyond for you. We do a lot of rewarding!
We actually feel that bad feedback is more important though, as this allows us to listen, develop, improve or launch services.
You can provide us your feedback by completing the form on this page or if you’d prefer to speak with us in person, pop into any of our café style offices to have a chat with our friendly agents.
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All feedback is really important to us, good or bad, as it helps us better ourselves as an agency.
Prospect Complaints Procedure for Vendors & Purchasers
If as a vendor or purchaser using Prospect Estate Agency, you wish to make a formal complaint, please address it to the Manager of the office you are dealing with. A complaint can be made via e-mail or letter, but must be made in writing.
Upon receipt of your complaint the Manager will confirm acknowledgement within 3 working days, thereafter your complaint will be fully investigated by speaking to the staff involved, checking our system for notes and actions and he will respond to you in fifteen working days.
If you are not satisfied with the Manager’s response to your complaint, you can write to the Residential Sales Managing Director, Mark Towell, at the same address or email him at [email protected]
Mr Towell will then respond in writing, with a ‘Final Viewpoint Letter’, in fifteen working days.
It is always our intention to fully resolve any complaint that our vendors or purchasers may have, however, should you still feel that your complaint has not been resolved to your satisfaction, then you can contact The Property Ombudsman, as we are long standing members of this organisation.
The Property Ombudsman will require you to have fully exhausted Prospect’s internal Complaints Procedure and for you to be in receipt of a ‘Final Viewpoint Letter’ from us, before they will look into your complaint.
Any complaint must be lodged within twelve months of the receipt of a Final Viewpoint letter from Prospect.
Contact details for The Property Ombudsman can be found here.
or
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
Tel: 01722 333306
Prospect Complaints Procedure for Landlords & Tenants
If as a tenant or landlord of Prospect Lettings, you wish to make a formal complaint, please address it to the Lettings Manager of the office you are dealing with. A complaint can be made via e-mail or letter, but must be made in writing.
Upon receipt of your complaint the Manager will confirm acknowledgement within 3 working days, thereafter your complaint will be fully investigated by speaking to the staff involved, checking our system for notes and actions and he will respond to you in fifteen working days.
If you are not satisfied with the Manager’s response to your complaint, you can write to the Residential Lettings & Property Management Managing Director, Mark Towell, or email him at [email protected].
Mr Towell will then respond in writing, with a ‘Final Viewpoint Letter’, in fifteen working days.
It is always our intention to fully resolve any complaint that our tenants or landlords may have, however, should you still feel that your complaint has not been resolved to your satisfaction, then you can contact ARLA (Association of Residential Letting Agents) or The Property Ombudsman, as we are long standing members of both organisations.
Both ARLA and The Property Ombudsman will require you to have fully exhausted Prospect’s internal Complaints Procedure and for you to be in receipt of a ‘Final Viewpoint Letter’ from us, before they will look into your complaint.
Any complaint must be lodged within twelve months of the receipt of a Final Viewpoint letter from Prospect.
Contact details for The Property Ombudsman can be found here.
or
The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire SP1 2BP
Tel: 01722 333306
Contact details for ARLA can be found here.
A complaint form can be obtained by contacting the Regulations Department on 0844 387 0555
The Property Ombudsman
Our membership with The Property Ombudsman (TPO) demonstrates our commitment to Professional Standards.
TPO’s Codes of Practice have been produced in consultation with the industry and other industry bodies. They provide a benchmark for our staff to work to ensuring a consistent service for our clients. TPO’s Codes of Practice for Residential Estate Agents and Residential Letting Agents have been approved by the Trading Standards Institute.
By abiding by TPO’s Codes of Practice we are working to higher professional standards than are currently required within the industry.
TPO carry out regular audits of members to establish compliance with the Codes of Practice. You can therefore rest assured that all standards are met and legislation is up to date.
If a dispute arises it saves time and avoids potential legal costs to refer the matter to TPO after completing our in-house complaints procedure.
We're proudly rated excellent by our clients on TrustPilot
'Prospect' has recently helped me with selling my flat although my property was not the easiest to sell. 'Prospect' is represented by a team of enthusiastic, hardworking, professional, hardworking people who don't easily give up. I definitely recommend 'Prospect'.
- Katarzyna.
I moved to Prospect from another Agency last year after a complete refurbishment of my flat ready to let and I am so glad I made the move! I am particularly impressed with Agnese and the way she is managing my property, very efficient, always cheerful and very helpful.
- Melanie.
Prospect Estate Agency is committed to conduct our operations in a fully compliant manner. We fully support and adhere to all regulations covering the industry including The Estate Agency Act 1979, Competition Act 1998, The Consumers, Estate Agents and Redress Act 2007, Consumer Protection Regulations 2008, Sanctions and Anti-Money Laundering Act 2018, GDPR Act 2018, UK Competition Law, The Property Ombudsman Code of Practice and ARLA & Propertymark Protection.
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