ProspectSoft Reviews 

Had a meeting with our CSM Matthew and he was amazing. Super helpful, really friendly, and actually took the time to understand what we need and provide the next steps we need to take to improve our work flow. Easily the best CSM I’ve dealt with, not just at Prospect, but across any company. Huge shoutout to Matthew, he seriously made the whole experience way better.

Like everything new it takes a little time to get used to and Prospect is no different but once you start using it, Fabulous. We are a sales driven company with a small sales force of 4 and the data is invaluable that Prospect gives you on log in.

If you want to drive your business get Prospect. Money well spent.

Adilah Adli is a star. She has been incredibly helpful in onboarding our company onto Prospect CRM. Whenever we run into trouble, she is there to help us through and resolve the issues. Thank you Adilah, we could not have done this without you.

Free Prospect Training Session with Abigail was quite informative. Not only were all my questions answered professionally and knowledgably, the conversation was left with information that will come in handy in the future. By the following day, a recording of the call was provided, along with a transcript, which was also very helpful. Highest recommendations!

Great product, just the slowest loading experience on the internet today. To the point our Sales Reps don't use it as it's so slow.
They need to fix this more than anything.

We have recently decided to leave Hubspot and join prospect.

We had great onboarding sessions with Charlotte who was very knowledgable about prospect and we are now fully up and running and enjoying Prospect.

The AI chat is also very helpful for any problems, would highly recommend.

Afini's support was prompt, thorough and she was very patient. She helped me resolve our issue completely

the below sums up my experience. Useless CRM platform and a billing procedure that borders on criminal.

Evidence of Complaints Against The Access Group & Prospect CRM
Auto-Renewal Contracts & Cancellation Difficulties
Many customers have reported trouble canceling services with The Access Group (and its CRM division ProspectSoft). The company’s standard contracts automatically renew for 12-month terms unless the client gives written notice well in advance. For example, one Access UK contract specifies that services “shall be automatically renewed for successive periods of 12 months” unless either party cancels at least 60 days before the term ends
theaccessgroup.com
. Such auto-renewal clauses have led to complaints about being locked into long-term agreements. On G2, a small-business user criticized Prospect CRM for “arbitrary rules” around cancellation that were not disclosed upfront, stating it was effectively “impossible to cancel” their service
g2.com
. This suggests customers have encountered unexpected ongoing charges when trying to terminate contracts, due to stringent notice periods or renewal terms.
Negative Reviews of Billing & Support Issues
There is also evidence of frustration with the company’s billing practices and customer support responsiveness. On Reddit, a user emphatically warned others “AVOID… any business associated with The Access Group”, citing “sub par products, [over-promising] sales teams,” and “nonexistent customer care, no support when it goes wrong”
reddit.com
. This reflects a pattern of complaints that once the sale is made, clients struggle to get helpful service or resolution of issues. Indeed, another review on GetApp by a long-time Prospect CRM user described the company’s approach to customer service as “awful” and “nonsensical”
getapp.com
. These comments highlight perceptions of poor communication and difficulty obtaining help with billing problems or cancellation, which many consider unethical for a software vendor.
Aggressive Sales Tactics & Ethical Concerns
Beyond contract issues, numerous online discussions point to questionable business practices by The Access Group after acquiring various software companies. A 2024 ATS/CRM industry review noted that “multiple reviews cite poor communication, unresolved issues, and aggressive sales tactics” from Access Group’s team
spott.io
. Some customers even observed that support quality declined if they refused upsells – “significantly less support after declining their paid add-ons”
spott.io
– implying a pay-to-play approach for proper service. Perhaps most alarming, there are allegations of deceptive reputation management: one user revealed that after posting a negative review of an Access-owned product, “They then offered me 50% discount to change my review to 5★… The reviews on Trustpilot are being manipulated”
spott.io
. This suggests unethical behaviour by the company to suppress criticism. Such reports – from difficult cancellations and surprise renewal charges to high-pressure sales and review manipulation – collectively paint a troubling picture echoed across Trustpilot, Reddit, and other forums. Each of these sources reinforces the complaints of deceptive billing practices and unethical conduct surrounding The Access Group and its Prospect CRM division
g2.com
reddit.com
.

Had a sync issue that was caused at our end, spoke to Kyran O'Niell on the Prospect help desk. Kyran was really helpful, he liaised with out external IT supplier and worked with them to reset the link and get us back up and running. In all it took about 20 minutes. Really great help and can't fault Kyran for taking ownership and seeing it through to conclusion.

Matilda Gardener provided an in-depth and comprehensive onboarding process and even adapted the pace of delivery during some sessions to suit certain members of the team. The support received post "go-live" has also been second to none, extremely quick at providing responses and solutions so that we have seen no impact to our business. Quality service.

Matilda G made the onboarding & training experience a great one! She was extremely supportive, patient and understanding of our needs. Would highly recommend!

We had the pleasure of working with Matilda G. for the duration of our CRM training. She really made this experience for us. She was extremely kind, patient, attentive, and responsive. She always made us feel extremely valued and went above and beyond during our time together. We cannot recommend Matilda enough- The CRM felt very overwhelming and daunting at first, but she taught in a way that made it seem easy and accessible. We absolutely adored Matilda. Give this woman a raise!

Great product which meets most needs from a CRM tool. Excellent level of customer support, a very positive and speedy interaction with Abigail Whitwham who provided an exceptional level of customer service.

We’ve had a poor experience with Prospect CRM. At £432/month, it’s expensive — and unfortunately, the platform just doesn’t deliver. The user experience is clunky and frustrating compared to other CRMs we’ve used (like Pipedrive), which are not only more intuitive but also far more affordable.

What’s worse is the lack of flexibility or customer care. When we questioned the value and asked about downgrading, we were told we were locked into a 12-month contract — but no signed agreement could be provided. Instead, they pointed us to a generic live link of their website Terms & Conditions. When pressed to identify the specific clauses they were relying on, they couldn’t point to them, and simply refused to help any further.

The whole approach feels rigid and opaque. If you value clarity, flexibility, and customer-focused service — avoid.

The customer service from Prospect CRM has been fantastic. The onboarding experience with Bogdan Spatar has been flawless, from his follow-up emails to check that everything was running smoothly, to his quick and helpful response when I encountered an issue today. He got back to me within 20 minutes and clearly walked me through the steps I needed to take. He also resolved a backend support issue efficiently.

We're looking forward to continuing our relationship with them.

Just completed our training with Charlotte. She was very patient and very thoughtful. The training is really comprehensive and backed up by lots of online resource. Feeling confident and can't wait to get going!

Codruta had all the answers to my questions and was able to solve the main query in minutes.
She was then able to guide me through the "Problems" set up process and help me understand the area's I was struggling with.

Excellent customer service Prospect soft and the Access group!

Bogdan over the past few weeks has been helping me set-up my new Prospect CRM system. I have to say he's has been very polite and very helpful in finding time to fit me in for our next set-up meeting.
He was fast, efficient and most of all very polite.

Thanks

I am delighted to say, on my recent call with Callie from the support team, the issue was grasped quickly and Callie guided me through the process to solve the issue. Excellent service Thanks.

Please read the Martin Colman review. Even if you want to cancel your monthly subscription you have to wait for half year which is insane! It takes too many emails to go through the bureaucracy to cancel the subscription. It seems that the customer will never read the multiple repeats of " Please cancel the subscription ASAP"