Complaints

Our aim at mydeposits is to provide a quality service, but we recognise that there may be situations where you feel we have not provided the quality of service expected, which you would like to bring to our attention.

We can only deal with a complaint from a member or tenant who are named on the protection certificate. If a member is an agent, and their landlord client wishes to make a complaint, they must do so through their agent member.

What is the process?

To help us resolve your complaint, you will need to provide us with the details within six months of the event occurring.

Once we have received your complaint:

  • you will receive confirmation from us within 1 working day
  • we aim to respond within 5 working days where your complaint relates to the service we have provided
  • we aim to respond within 20 working days where your complaint relates to an adjudication decision. This process cannot be used to appeal a decision which you agreed to be bound by unless there is an error in fact or law based on the evidence that was provided

Once we have completed a full investigation and provided a final response, we reserve the right to close the complaint and not enter into any other communication.

How can you raise a complaint?

Please provide us with as much detail as possible when filling out a complaint form, keeping it relevant, so that we can address all the points raised as quickly and fully as possible.

If your complaint relates to an adjudication decision, please download and complete our adjudication complaint form. Please only refer to evidence provided during the dispute process, as we are unable to consider any new evidence.

If your complaint relates to the service we have provided, please download and complete our service complaint form.

Our processes and service standards are set out in the Scheme Rules which can be found here:

Insured Scheme rules

Custodial Scheme rules

and our Conditions of Deposit Disputes which can be found here:

Custodial Conditions of Deposit Disputes

Insured Conditions of Deposit Disputes

Please email us your completed form to complaints@mydeposits.co.uk

Alternatively, you can post it to us at:
mydeposits
1st Floor, Premiere House,
Elstree Way, Borehamwood,
Hertfordshire,
WD6 1JH

mydeposits is not regulated by the Financial Conduct Authority (FCA). The Ministry for Housing, Communities and Local Government (MHCLG) have responsibility for monitoring the Tenancy Deposit Protection Schemes but do not have a role in individual cases or complaints.