Independent consumer guide. This website is not affiliated with Fox & Sons, Sequence (UK) Limited or Connells Group. Nothing here is legal advice.
Fox & Sons is a trading name operated by Sequence (UK) Limited, part of Connells Group — one of the UK’s largest estate agency groups with almost 600 branches. That matters, because your complaint doesn’t stop at the branch. There is a formal corporate complaints procedure behind every branch, and knowing how to use it is the difference between being fobbed off and getting a proper answer.
Step 1: Complain to the branch in writing
Start with the branch manager. Always put it in writing — email is fine — even if you’ve already spoken on the phone. A phone call can be denied later; an email cannot. Set out:
- What happened, in date order
- What went wrong (be specific — name the failure, not the person)
- What you want them to do about it
- A deadline for a response (14 days is reasonable)
Keep every reply. Note the date of every phone call and who you spoke to, then confirm the call in a follow-up email: “Further to our call today, you confirmed that…” This builds your paper trail from day one.
Step 2: Escalate to the corporate complaints team
If the branch doesn’t resolve it, escalate to Connells Group’s central complaints functions. As published on Connells’ own contact pages:
- Buying and selling complaints: Estate Agency Compliance Department — 01525 215410
- Lettings and property management complaints: Lettings Complaint Department — 0121 357 3143
- Mortgage and insurance complaints: Customer Relations, Connells, Cumbria House, 16–20 Hockliffe Street, Leighton Buzzard, Bedfordshire LU7 1GN — 01525 244504
Check the complaints page on the Fox & Sons or Connells Group website before sending, in case details have changed. Ask explicitly for their formal complaints procedure in writing — they are required to have one and to provide it.
Step 3: Demand a final viewpoint letter
The complaints procedure ends with a final viewpoint letter (sometimes called a final response). This is the document that unlocks the Ombudsman. If they are stalling, say clearly: “Please treat this as a formal complaint and issue your final viewpoint letter.”
The key rule: if 8 weeks pass from your formal complaint without a final viewpoint letter, you can go to The Property Ombudsman anyway. They cannot trap you in an endless internal process.
Step 4: Go to the Ombudsman
Fox & Sons’ published redress scheme for sales and lettings is The Property Ombudsman (TPO). It is free, independent, and can award compensation. See our full guide: Escalating to The Property Ombudsman.
Golden rules throughout
- Everything in writing. Every time.
- Stay factual and cold. Anger gets filed; facts get answered.
- Keep the timeline. A simple dated list of events is your most powerful document.
- Consider a Subject Access Request. If you suspect what they’re saying internally doesn’t match what they’re telling you, a DSAR forces disclosure — see our DSAR guide.