Our aim is to provide a first class service to all Members and Tenants and to do everything we can to ensure that you are satisfied. If you feel that we have fallen short of this standard and you wish to complain, you should do so in writing at:
1st Floor, Premiere House
Or by email at: firstname.lastname@example.org
To aid resolution of any complaint, the complaint must be made within six months of the event occurring. We will only deal with a complaint from a Member or Tenant of a Protected Deposit, if a Landlord client wishes to make a complaint this must be provided through the Agent Member.
The timescales for dealing with a complaint are as follows:
You will receive an acknowledgement of receipt of your complaint from us within 1 Working Day. We will then provide a substantive response within 5 Working Days if your complaint relates to our service. If your complaint relates to an adjudication decision, we will provide a substantive response within 20 Working Days. After sending this response we may deem the complaint closed. If we deem the matter closed then we reserve the right not to enter into any further correspondence.
This Complaints Procedure cannot be used to appeal against an Adjudication decision as agreeing to use ADR to resolve a Deposit Dispute means agreeing to be bound by the decision of the Adjudicator.
This Scheme is not regulated by the Financial Conduct Authority (FCA). The Ministry for Housing, Communities and Local Government (MHCLG) have responsibility for monitoring the Tenancy Deposit Protection Schemes but do not have a role in individual cases or complaints.
Please note that the above time frames will be applicable upon receipt of your completed Complaint form.
RAISING YOUR COMPLAINT
Your feedback is important to us as it gives us the opportunity to improve the service we offer and serve you better.
Our processes and service standards are set out in the Scheme Rules which can be found here and our Conditions of Deposit Disputes found here.
If you feel that we have not acted in accordance with the Scheme Rules or our service has fallen below the standard you expected, please complete the relevant Complaint Form below to inform us.
If your complaint relates to an Adjudication decision, please download and complete our mydeposits Adjudication Complaint Form
If your complaint relates to a service issue or you are unhappy with our processes, please download and complete our mydeposits Service Complaint Form.