"Dawn is extremely supportive!"

Dawn is extremely supportive. She wouldn’t stop helping you until she makes sure that the matter is fully resolved. She’s one of the best customer service that I’ve ever received. Thank you Dawn.

"Ross was excellent at tracking down a…"

Ross was excellent at tracking down a deposit and supporting the issue. Thank you

"Excellent and prompt action from Jason…"

Excellent and prompt action from Jason in customer service to update my incorrect details on the certificate.

"Jason has been really helpful with…"

Jason has been really helpful with dealing with my queries and has replied really quickly which I know isn't the easiest thing to do at the moment given the volumes of enquiries.

"I made a mistake registering a deposit…"

I made a mistake registering a deposit for the first time since you started trading. I emailed at 10.41 am requesting a change. This was done by close of business the same day 15.42 pm

"Great service!"

I contacted MyDeposits on the Friday and Jason White came back to me on the Monday to confirm that he had made the changes I had requested. Great service!

"Justin White was really helpful and…"

Justin White was really helpful and managed to solve my issue within 30 mins - truly appreciated. Thank you!

"Prompt response from Jason and solving…"

Prompt response from Jason and solving my queery.

"Terrible customer service and incompetent staff"

It has taken me a full month to get my deposit back.

I originally started the dispute process back in July/ August. I submitted all of my evidence on time etc. Didn’t hear anything for weeks, until the beginning of September by where I got an automated deposit un-protection email. I rang the following Monday (6th) to see what was happening and for some update.

I was told by one of the phone agents that I should be hearing something within the next few days as all looked fine, just keep an eye on my emails.

In that time I heard nothing and had to chase via calls, emails and the online chat service to get the case handler to contact me. To which nothing happened.
I took it upon myself to contact the estate agent to see if they had heard anything. They told me that funds were transferred to my deposits to transfer to myself beginning of September.

So all this time I have been chasing for an update and they have had my money all along. Meaning the case could of been closed nearly a month ago.

It is now September the 29th and after constant chasing and kicking off I have been told it should be within my account by the end of the week. However, I am not holding my breath.

The service and communication on the whole was unprofessional and just rude.

I would like to make note of one call handler Claire who was amazing though. She was the only one who actually showed empathy to the situation and got the ball rolling in terms of gaining information around what was happening.

I find it appalling that the case handler, who I presume is a more senior member of the team failed to make communication at all, even acknowledge that she had got the information and would be in touch. I would see that as basic customer service.

I find it so difficult to believe they are meant to be an organisation that is government approved.
I understand working from home and giving the current situation with covid may if of presented a back log. However, it is no excuse for shoddy customer service and lack of communication.

"Happy Customer"

My deposits are a great service and we have used them for our tenancies for many years. We like that we can protect the deposit without handing over the funds to someone else. The site is easy to use. We recently had to change something on a certificate and this was done easily and promptly