The safety of our customers and staff is our number one priority and so we have taken the difficult decision to close our network of Foxtons branches. We are very much open for business and our remote team is working hard to make sure that all of our customers receive a high level of service either over the phone, by email or via our My Foxtons online platform.
Whether you are looking for some advice or partway through a move, we remain here to support in any way we can.
Please see our current guidelines if you need to contact a specific team here at Foxtons.
The Foxtons complaints procedure has been structured to ensure that concerns are dealt with as quickly & efficiently as possible
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.
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.
You can further escalate your complaint by writing to the Legal & Compliance Department at this address:
Legal and Compliance Department
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.