Complaints Procedure

Our complaints procedure as set out in our Scheme Rules is copied below for ease of reference:

Our aim is to provide a first class service to all Users 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: 

mydeposits Northern Ireland 

Premiere House

1st Floor

Elstree Way

Borehamwood

Hertfordshire

WD6 1JH

Or by email at: complaints.insurance@mydepositsni.co.uk  if you are registered with our insurance-based Scheme; or 

complaints.custodial@mydepositsni.co.uk if you are registered with our custodial Scheme.

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 User or Tenant of a Protected Deposit.  If a Landlord Client wishes to make a complaint, this must be provided through the Agent Member of the Scheme (the User). 

The timescales for dealing with a complaint are as follows:

You will receive a response from us within 1 Working Day 

If we are unable to resolve the matter within 1 Working Day, we will provide a substantive response within 5 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 or a Review decision as agreeing to use the DRM to resolve a Deposit Dispute means agreeing to be bound by the decision of the Adjudicator. 

my|deposits Northern Ireland is not regulated by the Financial Conduct Authority (FCA). The Department for Social Development are supporting the Tenancy Deposit Protection Schemes in Northern Ireland

Please note that the above time frames will be applicable upon our acknowledgement of your complaint. 

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 Insurance Scheme Rules which can be found here and our Conditions of Deposit Disputes which can be found here. The Custodial Scheme Terms and Conditions can be found here along with our Conditions of Deposit Disputes which can be found here. 

If you feel that we have not acted in accordance with our Scheme Rules or our service has fallen below the standard you expected, please ensure you read the relevant Complaint Form below before you send us your complaint. 

If your complaint relates to an Adjudication Dedision please read our Adjudication Complaint form. If your complaint relates to a service issue or you are unhappy with our processes, please download and complete our Service Complaint Form

 

 

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