Complaints Procedure

Last updated: July 2026

If something's gone wrong we want to know. We take every concern seriously, investigate it properly, and give you a written answer in a defined timeframe. This page sets out how.

Step 1 — Talk to us first

Most issues are quickest resolved with a direct call or email:

• Email: info@galesproperties.com
• Phone: 0330 127 5196

Please describe what happened, when, and what you'd like us to put right. We'll acknowledge your message within 2 working days.

Step 2 — Formal complaint

If the informal route hasn't resolved things, or you'd rather escalate straight away, ask us to treat your concern as a formal complaint. Please put this in writing to the email above with “Formal complaint” in the subject line. Include:

• Your name and (if relevant) the property address or the reference on any statement
• A clear description of the issue and the timeline of what happened
• What outcome you're looking for
• Any documents or photos that help

A director will acknowledge your complaint within 3 working days, investigate it, and send you a written response within 15 working days. Where a fuller investigation is needed we'll say so and give you a realistic timeframe.

Step 3 — Final response

If you're still not satisfied after our formal response, you may request a final review by a different director. We'll issue a final response letter within 8 weeks of the original complaint. That letter will:

• Summarise our investigation
• Set out our conclusion
• Explain what (if anything) we'll do to put things right
• Explain what routes remain open to you

If we can't agree

If we can't reach a resolution after our final response, you're free to seek independent legal advice or pursue a civil claim in the courts of England and Wales. Nothing in this procedure limits your statutory rights.

How we learn from complaints

Every formal complaint is logged, reviewed, and — where the issue points to something we can do better — turned into a change in how we work. That's the point of the process.

About us

Gales Property Management Ltd, company number 17361795, registered office 11 The Yews, Saltney Ferry, Chester, CH4 0BX.