"Thank you, Emma"

Emma helped me with (lots of) my queries. She was so patient in listening to my queries and also nicely detailed in answering all of them. The turnaround time was really amazing. Thank you so much. You are a star!

"Woeful Communication"

No response to emails in any timely fashion. No availability by phone despite opening hours posted on site and no answer to a very straightforward question . One star is too good

"Don't"

My landlord has refused to pay back my deposit, and forced me to go through arbitration, purely to inconvenience me.
It's been over two months since I moved out, and this achingly slow service is adding to the financial pain and frustration. First 20 working days to provide evidence. The evidence uploaded was virtually the same as mine (check in report, check out report etc)
Yet still I'm three weeks after that 20 working days with no decision. It seems pretty straight forward to me, but this is an inefficient clumsy service.

"Adjudicators are not impartial!!"

Attention landlords, avoid this company! I have been a landlord for more than 20 years and have never had any disputes with tenants. But my last tenant had a mental illness, which led me to use the adjudication service of this company for the first time. I found that this Scottish company hates the landlord very much. The verdict copy pasted the tenant's statement and was completely one-sided. Trust me, don't use this company to protect your deposit.

"Poor website. No search and filter functions"

Poor website. None of the search and filter functions work.
I have reported the issue many times and the company seems disinterested. It is ok if you only have one or two deposits protected, but if like my agency you deal with many current and past deposits it is a lengthy job to find a deposit if you cannot search or even filter. For example if you put in the DPS ref in the search box you get all your deposits and not the one you are looking for. Perhaps it is because I use a MAC but that means are ignoring 30% of the online population.

"This Landlord service company lacks timeliness"

This Landlord service company lacks timeliness in their handling of disputes - although they clearly state their process timelines in their literature it far exceeds what is fair and reasonable under law. The deposit is the tenant's property. Any withholding by either the Landlord or the agent of the Landlord must be substantiated and handled in a timely manner. Three months is not timely! If the Landlord fails to provide substantiated details of any proposed withholdings or withholds the deposit without giving good reason beyond that time period stated in the tenancy agreement, then the deposit should be returned to the tenant forthwith in its entirety upon expiry of the notice period. No if ands or buts.

"Complete lack of instructions on what to do"

I have just ended a tenancy of a property and am in disagreement with the landlord about how much deposit I should get back. MyDeposits sent me an email today stating that if I want to dispute the amount that was agreed I should receive (there was NEVER any agreement whatsoever!) then I should fill in a "Dispute Notification Claim Form (DNCF)". But, it is unclear to me where this form is. The link in the email sent me to a login page that asks for my member number, but if this is the same as the Certificate Number, then it doesn't work. I have been given no other number.

There is a form I found by Googling that states "preparation" at the top. But this form asks how much "of the deposit that you are in dispute over". I have no idea! I do not know what is legally deemed to be reasonable to dispute. And I have no idea if I should be filling in this form anyway.

So I went on this webchat. But I received no help whatsoever on these questions.

Ridiculous. I guess I could try ringing up...

"Do not use this company"

Do not use this company ! I’m a landlord and took me over 3 months to get my deposit back and even when I was awarded full amount I had to call and email 4 times before getting my money back
Terrible customer service

"Totally biased and unprofessional"

I advise everyone here to AVOID this company at all costs.
They have granted the whole of my deposit to the landlady despite she provided inconclusive evidence and inflated bills towards repairs that I have allegedly caused but can't be proven, yet the abusive landlady gets what she wants.
Do not waste your valuable time making complaints, because you will not be listen to. Everything is premeditated. The only solution is taking them to the small courts claim so at least a judge can decide and not a biased company that always rules in favour of the owner.

"Absolute CLOWNS!"

Absolute CLOWNS!
Tenant left over £2000 of damage and a text saying I could keep the deposit. I offered pages and pages of evidence. The tenant would not reply to “MyDeposits” but got back 50% of the bond returned. Adjudication officer should never be employed! This took 6 months from start to end! Do not use this unprofessional circus! ZERO STARS