Professional Standards · Transparency · Resolution

Complaints & Redress

We are committed to providing a high standard of service. If something falls short, we will address it promptly and fairly.

Last updated: 30 March 2026

At The Rook House, we aim to deliver a discreet, professional and considered service at all times. If you are dissatisfied with any aspect of our service, we welcome the opportunity to resolve matters promptly.

How to make a complaint

Please contact us with full details of your concern, including your name, contact details and a clear description of the issue.

Email: enquiries@therookhouse.com
Telephone: +44 (0)7301 182929

Our process

  • We will acknowledge your complaint promptly;
  • We will investigate the matter thoroughly and fairly;
  • We will provide a clear response within a reasonable timeframe;
  • We will keep you informed if additional time is required.

Escalation

If you are not satisfied with our response, you may be able to refer your complaint to an independent redress scheme.

We are a member of The Property Ombudsman scheme, which provides independent redress for consumers.

Further information

Details of the redress process will be provided upon request or at the appropriate stage of the complaints process.