How should a prop firm respond to negative reviews?
Quick answer
Respond quickly, politely and factually, acknowledge the problem, explain what happened without sharing private data, offer a resolution where appropriate, and move detailed discussion to private support. Readers judge the response as much as the complaint. Never threaten reviewers.
Detailed answer
A response pattern:
- Acknowledge: thank them and recognise the issue.
- Facts: what the rule is or what happened, without personal data.
- Resolution: what you have done or will do.
- Next step: contact details for private follow-up.
When a review concerns a breach, an objective record helps: the rule, the time and the figures. PropExecutor stores these for every breach, so your reply can be specific instead of defensive.
Use patterns in negative reviews to fix rules or processes; repeated complaints about one rule usually mean it is unclear.
Example reply
"Thanks for the feedback. Your account reached the daily loss limit at 14:32 UTC, when equity fell below the day's floor. We understand that is frustrating, and we have sent you the details and a reset offer by email."
Avoid
Arguing in public, revealing personal data, or asking reviewers to remove reviews in exchange for anything.
PropExecutor team · Updated