Home Help Complaints procedure

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Complaints Procedure

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 the issues verbally with the Manager of the Foxtons office concerned.

Write to the Director for the area/dept

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 15 working days.

Write to the Director of Customer Services and Compliance of Foxtons

Director of Customer Services and Compliance
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.

A formal written response will be sent to you within 15 working days.

Following the Director of Customer Services and Compliance's investigation, a written statement expressing Foxtons' final view will be sent to you. This will include any offer made. This letter will confirm that you are entitled if dissatisfied to refer the matter to The Property Ombudsman within 12 months for a review.

Refer the matter to the Ombudsman

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