Legal
Complaints Procedure
How to raise a concern, and what happens next.
Draft — not yet complete. This procedure is an outline awaiting legal review. It must additionally name the specific redress scheme CEO Property has joined (The Property Ombudsman or the Property Redress Scheme) before this page can be published as final — property sourcing businesses in the UK are required to belong to one.
Step 1 — Tell us directly
Email support@ceoproperty.com with your name, account email, and what went wrong. We aim to acknowledge every complaint within 3 working days.
Step 2 — Investigation
A member of our team reviews the complaint, including any deal, viewing or messages relevant to it, and responds in writing with our findings — normally within 15 working days.
Step 3 — If you're not satisfied
If our response doesn't resolve it, ask for the complaint to be escalated to a senior member of staff for a final review.
Step 4 — Independent redress
If we can't resolve your complaint within 8 weeks, or you're unhappy with our final response, you can refer it to our independent redress scheme — [name of scheme to be added once membership is confirmed] — free of charge.
AML / regulatory concerns
Concerns about money laundering, fraud or a scout/viewer acting outside their authority should be marked "Compliance" in the subject line so they reach our compliance officer directly, rather than the general queue.