Let us know if your experience with our Front Office staff was unsatisfactory
We're sorry to hear that something has gone wrong.
Let's talk, we want to discuss your complaint and have the opportunity to put things right.
Let us know
To start with please contact the Manager of your local branch, who will be able to resolve things in most cases. If necessary they will involve the Area Director.
We'll need enough time to investigate thoroughly, but we'll work as fast as we can. We'll acknowledge your complaint within 3 working days and aim to resolve the matter within 15 working days.
Not satisfied?
If our response doesn't work for you (or more than 8 weeks has elapsed since you made your complaint), let us know and we'll escalate it to our Legal and Compliance department to give it a second review. We'll tell you who's working on it and how long they'll need to investigate. Within 15 working days, you'll have our final response, including the outcome of your case.
Still unhappy?
At this stage it's probably time to get a third-party involved. The Property Ombudsman is the free, independent service looking after real estate customers. Bring your complaint to them within 12 months of our final response to get their help.
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We use necessary cookies to make our website work and we'd like to use other cookies to give you the most relevant experience.
Click “Accept all” to agree to all cookies, or for more options click on “Change Settings”. For more information see our cookie policy
Performance cookies let us collect information about how the website is used. For example, we may record what pages are visited most. This data allows us to see where we could optimise the website and make it more efficient.
Foxtons: tbp, twp2, tws. tco, referrer
Foxtons uses performance cookies to help understand how our visitors use the website and how we can improve our website.
We also host the following third-party solutions, which may set the following cookies:
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Google Analytics cookies are used to distinguish users and sessions and gather usage data related to your visit to our website so we can improve our website.
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Some pages may have the AddThis social plugin to allow you to share pages to your social network and for Foxtons to view reports on which pages were shared and how.
Crazyegg: _ceir, is_returning, _CEFT, _ceg.s, _ceg.u, s, u, cer.s, cer.v
Crazyegg is a third-party optimisation solution which helps us to test, analyse and improve each user's experience on the website based on their online behaviour.
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Convert is a third-party A/B testing solution which helps us to test different versions of web pages to determine which design or content provides the best user experience.
Functionality cookies allow the website to remember settings such as the screen size, which lets us serve the right content without overloading any network or device capacity.
mortgage - Stores your mortgage settings for use across the website.
recent - Stores information of the last pages you have viewed.
screen - Stores the screen size of the device that you are viewing our website on. This allows us to serve the right content for the device you are using without overloading your network and preserving best layout.
Strictly necessary cookies
Strictly necessary cookies allow you to log into your account and view account details without a need to log in again every time you navigate to subsequent page. These cannot be disabled.
foxtons_session - Stores information about whether you are logged in into your account or not.
visit_secure_token2 (session) - Stores information necessary to access your account.
cookie_policy_displayed - Stores information about the cookie policy declaration.
search - Stores your preferences as to how you prefer your results to be displayed i.e display 10 properties per page and price filter ‘from highest to lowest'.
is_logged_in - Recognize when a user is logged in, to allow access to restricted areas of the site.
What are cookies?
To make your experience visiting the Foxtons website as simple and convenient as possible we place small data files known as "cookies" on your computer. This practice is used by many websites.
Cookies are created when your browser loads the website. The website sends information to the browser which then creates a text file. Cookies are stored on your device for various periods of time, from as short time as the duration of your browsing session to several months.
Every time you come back to the website, the browser retrieves and sends cookies to the server, which helps to improve your experience of the website by:
Remembering settings, so you don't have to re-enter them every time you visit
Remembering your last properties and searches, helping you to keep on top of new listings
Measuring use of the website so that we can see where we can improve
You can manage and/or delete these small files from your device, but please be aware that this will limit the functionality that we are able to offer to you.
