Haven't been able to get through to anyone on the phone for a week, at the pace the queue moves, it feels like there are only a very, very small team answering calls. Previous attempts this week have ended in being pushed to an 'overflow' call handling service, once when we were first in the queue. Have left details with them, twice now, and no call backs. Just need to get a password reset to access the account to the our money back please guys. Having a password reset that involves rememebering a 'memorable word' is just having 2 passwords to forget. It's not brilliant. I imagine a number of people stuck in a similar cycle, which wastes the time of your customer service team. They sound great, from the feedback I've read. I sincerely look forward to speaking to them. Update - thanks got the response Emma. We got through I'm the end and it's all sorted, bit thank you for the offer. The guy on the phone was lovely. Not super impressed with it taking 5 days to arrive back in our account though. The last service I used was same day, so that can't be a legal requirement. I wouldn't recommend the company, just based on that.

I was contacted by Dawn Levy today, and I have to say she was amazing. She really helped me with some confusion in regards to regulations, I have been facing setting up my new business. She was so friendly and the information gave me was beyond helpful. I would 100% recommend her to anyone. Thank you Dawn.

I’m a house owner, I used a letting company to rent my house out. Unfortunately the letting company went into liquidation. I received a letter from Mydeposits saying the scheme needed transferring & I was to sort out??? Apart from there is no money, it’s gone when the letting agent shut up shop because they kept hold of it as the many schemes allow. Mydeposits tell me after many phone calls it’s my problem as the landlord! Absolute joke! Nothings protected!!!

Stacie has been great in dealing with our DPC amendment so quickly. She's very courteous, efficient and a credit to your organisation

Easy to use website and great customer service, would highly recommend!

Made an error on the certificate and they emailed promptly to correct without charge. Efficient and friendly service

Fast and swift response Definitely recommended Good money for good service

I'm a landlord and used my deposits for the last few years. Recently one of my tenants raised a dispute regarding proposed deduction from the deposit to cover the piece of broken furniture replacement. It was my first such experience and I provided all the evidence and reasons behind why I asked for certain amount of money, including the quotes for the new furniture and calculations based on life expectancy of the piece and its age. After a few weeks of waiting the decision was made to split the claim equally between myself and a tenant and award me only a half of what I requested. There was no reasonable explanation and no reference to the calculations and quotes I provided. They just stated they found it reasonable and proportionate to split it in half which barely covers delivery cost. Quite disappointed to be honest. Will try another deposit protection scheme next time.

Very arrogant not helpful at all . Will not renew membership once this year membership expires .

Sharifa was most helpful today in responding promptly to complete the next stage of a very time-sensitive process, which requires staff input at MyDeposits office end. Thank you very much Sharifa - keep up your good work! Nigel - Prestige Lettings

Very quick service. Never had a problem

Dealing with Christian Louka (business development consultant) has been an absolute pleasure. He is courteous, professional and extremely competant. I have had some difficult releases to deal with and Christian has had the knowledge and insight to get the job done efficiently every time.

We have been asking Mydeposits (George and some other colleagues) for around 2 months to clarify what forms the estate Agent submitted (if any ) when the tenant changed. Unfortunately we are continuously ignored or the replies provided do not answer the specific questions leading us to be concerned whether they are hiding errors on their part . It would take 2 minutes to reply properly and so it’s extremely upsetting to have this behaviour. Unless this changes we strongly do not recommend Mydeposits as they are being obstructive and unsupportive unlike other companies we work with .

Excellent service

A very thorough and comprehensive reply. The response was very quick. However, I do not find navigating the site very user friendly

prompt response and they assisted as requested

Great customer service, dealt with the issues straight away with no problems, very helpful an friendly staff.

About my case, there are so many discrepancies: 1. I got an email from my first assessor saying: landlord states your contract ends on 31st of January and after that, I need to wait 28 days according to the law to get my deposit back, but the contract I had, short let contract was stated a minimum stay of 6 months. 2. Landlord says something about a phone call, that never happened, by law he needed to back up that, which never happened as well. Makes no sense no.1 3. This is blow minding: The landlord states he sent an email to me where he asked for the money back but failing to provide metadata of it. There is a printed piece of paper with no sender. I've asked the assessor, to ask my ex-landlord the metadata of that email, and she failed to. Makes no sense no.1 and no.2 A quick update: Now saying due to Data Law Protection they can`t reveal that email address. How is this possible? Mydeposits being in partnership with the Government you need to be transparent.

Answered my query very quickly and in a polite manner.

To be completely honest, these people are useless. All I needed them to do was give back a tennants deposit, and they seem to be incapable this most basic task. It took him nearly 6 months to get it. They never contacted him, I requested that they contacted him via e email, which took them a week to reply too. The reply said they needed his contact details, I enclosed them in the original email. Just got confirmation today that they are releasing it. Enjoy the interest.