"Fraudulent company"

Fraudulent company! Complete scammers. Ignore all national landlord-tenant guidance when decided upon deposit returns.

Refuse to respond to complaints.

"Thank you Claire for the kindly support…"

Thank you Claire for the kindly support about the deposit release process.

"Effective and efficient "

The phone call was efficient and effective with Hannah. She sorted out everything for me.

"Clair was very helpful on my issue and…"

Clair was very helpful on my issue and went above and beyond to help me today

"Mydeposits act in favor of estate agent or owners"

I recently went through My deposits dispute process. They asked me all the evidences and mail chains. The whole process took 10-12 weeks for arbitrator replies and conclude the case.

What i liked:
- Easy to raise the dispute and able to track the whole process
- They provide easy way to upload the documentation required

What i disliked
- The whole process looks like sham - In my case, I presented detailed way of how the owner violated the contract and raised my concerns in a detailed manner. When my arbitrator replied - there was no statements on those concerns. The owner didn't even properly claim what he needed, but the mediator assumed what is the concern from the owner side and judged the case just from photos.
- I am not even sure whether the mediator gone through the contract even when highlighted the violation of the contract
- In my case, me and my owner had only one specific issue and we agreed of End of tenancy cleaning charges. But the mediator replied that it seems from the pic that it needed extra cleaning, so he added extra £65 for cleaning even though there is no such claim from the owner.
- In another case, the owner just uploaded an invoice to state the worktop is damaged. The mediator just awarded 20% of that invoice to the owner, there was no review of whether the invoice makes sense and whether that product will take that much charge to replace.

In summary i feel, Mydeposits doesn't want to lose owners money - it is owners and rental agencies are their primary customers. So they don't want those people to move away from the platform - so they adjudicate mostly in favor of the owners. So as a tenant try to avoid them.

"Late in repaying deposit"

Late in repaying deposit - with no compensation. Yet again I had to find a way of contacting them (their online chat function once you've logged in hasn't worked since I joined earlier this year) to find out why my money hadn't been returned after 6 working days since the release date. I was told, after a considerable wait, that there had been a problem with the payment and it would take two more whole days for money to be returned. Totally unacceptable and unprofessional. Avoid.

"Great experience with mydeposits."

I have been using mydeposits for years and always had a good experience with staff that I have contacted for help. Today on customer services I spoke with Claire-Louise who gave an excellent service and I would definitely highly recommend this company.

"Nic was amazing she really went above…"

Nic was amazing she really went above and beyond to help and make sure everything was sorted,
Thanks so much and have a lovely Christmas I hope you get a good bonus at Christmas for all your hard work 🎄😁🌲

"Thank You - First Class Experience"

I would like to thank Georgia and her team for their support in successfully recovering my deposit from my letting agent. Their professionalism and efficiency ensured a smooth process, and I would confidently recommend MyDeposits for their excellent service.

"I am deeply disappointed by the…"

I am deeply disappointed by the unprofessionalism and unethical way of work I experienced with MyDeposit during my case. My experience has been riddled with inefficiencies, poor communication, and a lack of adherence to their own guidelines.
-Repeated Requests of Evidence and Mishandling: I was asked three separate times to submit the same rent payment documents&emails regarding the August rent waiver. Despite complying each time, the lack of attention of Mydeposit resulted in the partial and sided upload of my evidence. This disorganisation directly impacted the case and ultimately the decision.
-Biased Decision-Making due to lack of attention: The adjudicator based their decision on only the first part of the landlords’ email (saying "wording of the email, phrases" yet completely ignores a full direct sentence), either ignoring crucial evidence or not given fully. This evidence included the landlords' explicit offer to waive rent in exchange for withdrawal my complaints and following the request for my bank details. Despite this, MyDeposit chose to side with the landlords, who have consistently engaged in manipulative and threatening behaviour and did not even bother to process my following complaint, disregarding their own standards.
The landlords themselves initiated the rent waiver, yet when the matter moved to mydeposit, they completely changed their stance and played a game to distort the truth. Shockingly, MyDeposit appeared to accept their narrative without fully considering the evidence.
-Failure to Follow Procedures: According to MyDeposit’s own guidelines, complaints about errors or missing documents after the decision of the adjudicator, the case should be handled by someone with no prior involvement in the case. However, upon resubmitting the email thread and pointing out omitted evidence, MyDeposit failed to comply with the guideline. They did not assign a new adjudicator to reevaluate the case, despite their policies clearly stating that cases should be reassessed in instances of errors or missing documents. Instead, they ignored the new evidence, raising serious concerns about fairness and impartiality.
-Disregard for Ethical Concerns:
The sequence of events with my landlords highlights the lack of ethical oversight by MyDeposit. Initially, my landlords engaged in threatening and homophobic behaviour, prompting me to file a police report. When they realised the seriousness of the issue, they offered a rent waiver and safe return of my deposit upon inspection if I withdrew the report. Trusting their promise, I took the police report down. However, they later reneged on their agreement.
When I submitted my case to MyDeposit, they initially rejected it, citing the "past" police report as a barrier. Only after I clarified that there was no active report did they agree to proceed. Yet when the landlords retaliated by filing their own police report to disrupt the process, MyDeposit took no action to warn or address the landlords' behaviour. This double standard is unacceptable and demonstrates a lack of ethics and accountability in their handling of cases.
-Unclear Communication:
MyDeposit failed to provide a clear explanation as to why significant parts of my evidence and correspondence were ignored by the adjudicator. Additionally, they did not address the arguments regarding the missing evaluation of omitted documents, leaving me without any transparency or justification for their decisions. This lack of communication undermines trust in their institution and raises concerns about the integrity of their processes.
This entire ordeal reflects poorly on MyDeposit's professionalism and commitment to justice. Their failure to follow their own procedures, combined with their inconsistent treatment of ethical issues and lack of transparency, eroded my confidence in their ability to fairly adjudicate disputes.
I will be raising these concerns with the Ministry of Housing, Communities and Local Government, as well as other relevant authorities, to ensure these practices are scrutinised and addressed.