The Foxtons complaints procedure has been structured to ensure that concerns are dealt with as quickly & efficiently as possible
Please follow this process
Speak to your Negotiator or Manager
In order that your concerns are addressed as efficiently as possible we ask that you first raise them verbally with the Manager of the Foxtons office concerned.
Escalate to the relevant Area or Department Director
You can escalate your complaint by writing to the relevant Area or Department Director.
Your complaint will be acknowledged within three working days of receipt and an investigation undertaken.
A formal written outcome of the investigation will be sent to you within fifteen working days.
Escalate to a Compliance Officer
You can further escalate your complaint by writing to the Legal & Compliance Department at this address:
Legal and Compliance Department
Foxtons Limited,
Building One,
Chiswick Park,
566 Chiswick High Road,
London W4 5BE
This complaint will also be acknowledged within three working days of receipt and an investigation undertaken by a Compliance Officer.
A formal written response will be sent to you within fifteen working days.
Once the Compliance Officer has investigated your complaint, Foxtons will send you a letter expressing our final view. This will include details of any offer we are willing to make. It will also advise you that you are entitled if you remain dissatisfied to refer the matter to The Property Ombudsman within twelve months for a review. Please note that the Property Ombudsman will only review complaints made by consumers.
Refer the matter to The Property Ombudsman
We value your privacy
Foxtons recognises the importance of your online privacy. We use technology such as cookies to ensure that you have the best experience on our website, in accordance with our privacy policy. Please let us know if you agree to this.
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:
Google Analytics: _ga, _gat, _gat_UA-<TOKEN>, utmx, utmxx
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.
Genesys:_genesys.widgets.webchat.metaData, _genesys.widgets.webchat.state.purecloud-v2-sockets.WS_URL, _genesys.widgets.webchat.state.purecloud-v2-sockets.ConversationID, _genesys.widgets.webchat.state.purecloud-v2-sockets.JWtoken, _genesys.widgets.webchat.state.open, _genesys.widgets.webchat.state.purecloud-v2-sockets.MemberID, _genesys.widgets.app.autoLoadList
Genesys uses cookies (where applicable) to deliver hosted services solutions to customers, such as WebChat.
AddThis: _atssc, _atuvc, _atuvs, _
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.
Optimizely: optimizelyEndUserId, optimizelyRedirectData, optimizelyData*, lc-sp-uid
Optimizely 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.
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.
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.
currency - Stores your currency 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'.
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.
Are you sure?
By continuing you'll negatively impact your website experience and be unable to utilise all of the features available. Are you sure you want to continue?
