Foxtons: most-reported complaints
Automated analysis of 495 public Trustpilot reviews published 2026-04-15 to 2026-09-26. TrustScore 4.2 from 14,962 total reviews — see the Trustpilot page. Quick answer: is Foxtons legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, accounting for 41% of the 111 complaints identified in the 495 reviews analyzed. Other frequent issues include being hounded by multiple colleagues, cited in 29% of complaints, and support being unreachable, which makes up 14% of reports. Poor core service is also mentioned in 14% of the complaints. While the trend for unreachable support is rising, the trends for the other main issues remain flat.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2016-03-21 and last replied to a negative review on 2026-09-25. We last checked this profile on 2026-09-27 and found 66 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 161 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Pelase help me!!!! Foxtons are scammers”, “Friend has letting deposit fiasco - what can they do?”, “Elderly neighbour buying from Foxtons...help!”.
Elsewhere: 4.6★ on Google (1,318 reviews)
TrustScore over time
4.0 → 4.2 across 9 census measurements since 2026-08-31. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-31 (23%, 1.9d) · 2026-09-05 (28%, 1.9d) · 2026-09-08 (27%, 1.9d) · 2026-09-11 (27%, 1.9d) · 2026-09-14 (27%, 1.9d) · 2026-09-17 (26%, 1.9d) · 2026-09-20 (29%, 2.1d) · 2026-09-23 (29%, 2.1d) · 2026-09-27 (30%, 2.1d).
Severity: 46% of this company’s 111 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
1★ share of negative reviews over time
Share of 1–3★ Trustpilot reviews that were 1★
In October 2025, 96% of 25 one-to-three-star reviews were 1★; in September 2026, 95% of 19.
Counted from October 2025 onward — the period for which our capture of 1★, 2★ and 3★ reviews is complete for all three. Months with fewer than 10 such reviews are omitted.
Reviewers here waited a median of 1.0 days between the experience and publishing their negative review (290 reviews record both dates).
What their policy promises
complaint process: quickly & efficiently
“The Foxtons complaints procedure has been structured to ensure that concerns are dealt with as quickly & efficiently as possible”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-08-31.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-01.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 126 negative reviews that received a public reply, the median wait was 1.8 days — the company profile reports an average of 2 days.
Reply quality: of 126 company replies to negative reviews analysed, 13% engaged with the specific problem and 82% were generic templates.
Review provenance: 86 company-invited reviews in the recent window average 4.93★, while 324 organic (uninvited) reviews average 4.59★.
53% of its 364 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 41% of this company’s complaints vs a 27% median across 320 ranked companies in its sector.
Review velocity: 1,116 of this company’s 14,962 Trustpilot reviews (7%) were written in the last 12 months.
What are the most common complaints about Foxtons?
Support unhelpful
46 reports · 41% of complaintssteady“3 weeks after moving in and we still don't have hot water”
2 readers marked this review helpful on Trustpilot.
“Foxtons charged the fees in full.”
2 readers marked this review helpful on Trustpilot.
“They continue holding onto my funds”
2 readers marked this review helpful on Trustpilot.
Other
32 reports · 29% of complaintssteady“I am being hounded by at least FOUR different colleagues from this branch”
3 readers marked this review helpful on Trustpilot.
“Foxtons supplied them with my personal details in relation to tenant information for the property.”
3 readers marked this review helpful on Trustpilot.
“Just no due diligence, no client care and no professionalism which caused me an amount of financial loss”
2 readers marked this review helpful on Trustpilot.
Support unreachable
16 reports · 14% of complaintsrising since 2026-08“no one is capable of helping or even having the decency to reply”
2 readers marked this review helpful on Trustpilot.
“I have had to ring several times with long wait times and email multiple times for a response, still waiting three weeks later”
2 readers marked this review helpful on Trustpilot.
“can’t get a response from Season”
1 reader marked this review helpful on Trustpilot.
Poor core service
15 reports · 14% of complaintssteady“I apparently appear to be being managed by you”
4 readers marked this review helpful on Trustpilot.
“We were left without proper cooking facilities for 25 days”
3 readers marked this review helpful on Trustpilot.
“3 weeks after moving in and we still don't have hot water”
2 readers marked this review helpful on Trustpilot.
Billing errors
10 reports · 9% of complaintssteady“no one is capable of helping or even having the decency to reply”
2 readers marked this review helpful on Trustpilot.
“This dragged the deposit return out for weeks past the legal timeframe”
The company replied on 2026-07-10: “Hello Oscar, We’re sorry to see your experience was not a positive one. If you would like to discuss this further, please do contact us at [email protected]. Alex”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
“I was sent rent payment with 8.5% shortage after a week of chasing, I expected a clear explanation and prompt payment of the correct amount.”
1 reader marked this review helpful on Trustpilot.
Overcharging
9 reports · 8% of complaintsfalling“Foxtons charged the fees in full.”
2 readers marked this review helpful on Trustpilot.
“They continue holding onto my funds”
2 readers marked this review helpful on Trustpilot.
“They also deducted tax at source despite being instructed not to do so”
The company replied on 2026-07-28: “Hi Des, Thank you for taking the time to share your feedback. We're sorry to hear about your experience. If you'd like us to review this further, please contact us at [email protected]. Alex”
Our classifier read this reply as a template response.
1 reader marked this review helpful on Trustpilot.
Compare Foxtons with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-27.