Our transparent complaint handling service protects your reputation and assets. Whether you are a landlord, letting agent or lead tenant, mydeposits provides a clear path to resolving your concerns quickly and fairly. 

Protect your reputation and assets 

Our independent service is designed to help you reach a fair outcome while safeguarding your investments. 

Impartial and expert review 

The person responsible for your complaint will have no previous involvement with your case. This provides a fresh, unbiased perspective backed by over 25 years of private rented sector experience. 

Timely and clear responses 

We value your time. Once we receive your form, we aim to respond within five working days for service complaints and 20 working days for resolution outcome complaints. 

Tailored support for your scheme 

Whether you use our insured or custodial scheme, we provide specific guidance and dedicated forms to make the process as straightforward as possible. 

Check your eligibility 

To raise a complaint, you must be the landlord, agent, or lead tenant named on the deposit protection certificate. We can only process a complaint if it is from a person who is shown on the protection certificate and has used the email address registered to their account. Landlords who use an agent to protect a deposit must raise the issue with their agent directly, who can then contact us on their behalf. 

How does the complaints process work? 

A complaint can be raised within six months of the resolution outcome being sent to you. We are unable to help with any complaint raised after this time. 

Once we have received your complaint: 

• we will confirm receipt 

• we aim to respond within: 

• 5 working days if your complaint relates to the service we have provided 

• 20 working days if your complaint relates to a resolution outcome 

This process is not for appealing a decision unless there is an error in fact or law based on the evidence that was provided at that time. 

Once we have completed a full investigation and provided you with our final response, we reserve the right to close your complaint and any future communication will be saved on file but not responded to. 

Complaints about our service: 

If your complaint relates to service you received from us then please download and complete our service complaint form by clicking here. 

Our processes and service standards are set out in the Scheme Rules which can be found along with our Conditions of Resolution: 

When you have completed the complaint form, you should: 

• send it to us at  complaints@mydeposits.co.uk using the email address registered on your mydeposits account. 

• remember to include our reference in the email subject line 

Our response timeframe will only start once we have received your complaint  form. 

Complaints about a resolution outcome: 

If you believe there is an error in the resolution outcome (adjudication): 

• you must specifically refer to which settlement (deduction) the error relates to, what the error is, why you believe it is an error and where this is in the adjudicator’s comments 

• and we confirm that the adjudicator made an error when writing the decision, using the evidence provided, your complaint will be upheld 

• your complaint will be closed if you: 

• just disagree with the awards made and are unable to demonstrate a clear error in fact, law or administration 

• are asking us to review or consider any claim(s) or claimed amount(s) that were not originally raised with the adjudicator at the time of the outcome being completed 

The person responsible who deals with your complaint will have no previous involvement or knowledge of your case. 

mydeposits Insured scheme: 

You can raise a complaint once you have received a resolution outcome/decision. 

Please download and complete our adjudication complaint form by clicking here. 

When you have completed the complaint form: 

• send it to us at  complaints@mydeposits.co.ukusing the email address registered on your mydeposits account. 

• remember to include our reference in the email subject line 

Our response timeframe will only start once we have received your complaint form. 

mydeposits Custodial scheme: 

You can raise a complaint by logging into your online portal once you have received a resolution outcome. The option to raise a complaint will appear at the top of the ‘Release Request’ tab for the relevant tenancy. 

You can also download and complete our adjudication complaint form by clicking here. 

When you have completed the complaint form you should: 

• send it to us at  complaints@mydeposits.co.uk using the email address registered on your mydeposits account. 

• remember to include our reference in the email subject line 

Our response timeframe will only start once we have received your complaint form. 

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