01223 246262

Complaints Policy

Our Complaints Policy and Procedure

Bush & Co aims to provide you with a professional service that is second to none. Whether you approach us to sell or let your home or buy or rent a property on our books we want you to feel confident and above all happy at all stages of doing business with us. However, we are not perfect, (although we aim to be!) and there may be times when, for whatever reason, you become dissatisfied. Sometimes we will be able to put things right straightaway or at the very least apologise and explain our actions. We aim to learn from our mistakes and that is why we have a complaints procedure. Rest assured, we will treat your complaint seriously, acknowledge your complaint formally and let you know the outcome of our internal investigation within a specified time frame.

If our internal procedure still fails you then you will be able to take your complaint to The Property Ombudsman and they will adjudicate on your behalf.

So, in the unlikely event that we have made you unhappy what can you do about it?

It is important to let the person you have been dealing with know that you are unhappy and to give them the chance to put things right. Perhaps we didn't explain our actions properly or maybe we didn't provide you with all the information you needed. If you are still dissatisfied, let them know and our formal complaints process will start.

You will be asked to put your complaint in writing (an e-mail is sufficient) and another member of staff will be asked to investigate. Your written complaint will be acknowledged within 3 days (by e-mail and letter) and the name of the person dealing with it internally will be identified. We believe another pair of eyes and ears can often help to resolve these difficult matters and they will look at all the facts – that is why we need your complaint in writing. Following their investigation this staff member will respond to you in writing with the outcome within 14 days and let you know what further action, if any, they will be taking.

Still not happy?

Let us know straightaway and your complaint will be passed to our business owner, Andrew Bush. He will contact you direct to let you know he is now dealing with your complaint personally. Andrew will carry out his own investigation and look at all the documents (e-mails, and letters) surrounding your complaint. He will speak to the staff members involved and will let you know, in writing, within 7 days of becoming involved what his final judgement is. Andrew will be the final arbiter in our internal process.

But what if your complaint involves Andrew himself? In this instance the internal procedure is the same but the final arbiter will be our Company Secretary, Elizabeth Allyson McCord.

Taking it further

We will have done our best to resolve your complaint but if you believe we have dealt with the matter unfairly or have another reason to take it further then you can complain direct to the Property Ombudsman. As members of the Property Ombudsman Scheme we abide by their rules of membership and follow their Codes of Practice. We will abide by the decision they make.

Below are all the addresses and contact information you may need.

Residential Sales & Head Office
Bush & Co Cambridge Ltd
169 Mill Road
Cambridge
CB1 3AN
Phone: 01223 246262
www.bushsales.co.uk

Managing Director & Business Owner
Andrew Bush
Bush & Co Cambridge Ltd
169 Mill Road
Cambridge
CB1 3AN
Phone: 01223 246262
Email: abush@bushsales.co.uk

Company Secretary
Elizabeth Allyson McCord
32 Covent Garden
Cambridge
CB1 2HR
Phone: 01223 311482
Email: bush@thehomedesk.co.uk

The Property Ombudsman
Milford House
43-55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Phone: 01722 335458
www.tpos.co.uk

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