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The Deposit Protection Service

24 reviews
  • 1 /5 rating
  • 13% recommend
  • 57% fee satisfaction
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    Lorraine Palfrey
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    Frederick Steele
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    Julie (call centre)
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    Rachel (manager call centre)
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    Stanzi Bartlett
No description available.

The Pavilions Bridgwater Road
Bristol
City of Bristol
BS99 6AA
0844 4727 000

 
Website not available

Properties for sale
Properties for rent
Not a transparent agent

Apr 25,2016
Minithumbdown
By:
Apr 25,2016
0 people found
this helpful
It is quite incomprehensible that the DPS is allowed to function at all and if we could afford it (my wife and I are pensioners) I would take them to court. We rented a property in Bexhill last year, and when we vacated the property the DPS contacted the letting agent (Property cafe) with an email telling them that I had requested that the deposit should be paid to the landlord £1342 and to the tenant £0. This was a complete lie and totally fraudulent, because i had requested no su...
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Comment on agent fees
bad
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Feb 04,2016
Minithumbdown
By:
Feb 04,2016
0 people found
this helpful
DPS ADR service nothing more than waste of time. They didn't consider all the factual evidences provided rather believed in fake invoices provided by letting agent. Property wasn't given me clean and there were lots of issues for which i had all the evidences and i was certain that ADR will look into this matter with 100% honesty. They say they are independent but in reality they aren't and make decision in favor of letting agent / landlord. They completely ignored my emails, photos, maintenance...
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What agent could do to change your mind?
bad
Comment on agent fees
bad
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Jun 16,2015
Minithumbdown
By:
Jun 16,2015
3 people found
this helpful
absolutley disgusted in the company as much as I am the landlord who they went in favour with! Obviously not a fair way to keep money my agency lied on there report all backed up with the information I have to them yet they still awarded them 90% of the deposit back! They will just continue to side with these greedy landlords and agency while us normal folk never get anything back! We're all treated and scruffy good for nothing's and I thought this company would actually treat us all the same! ...
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Apr 15,2015
Minithumbdown
By:
Apr 15,2015
1 people found
this helpful
Tenants left property after 10 months in really bad order including dog poo on decking and dog vomit on carpet too much to mention we went for a single claim and after them having all photos and a exit report they awarded the tenant 45% of the deposit back. Tell me that this is fair....
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Jan 09,2015
Minithumbdown
By:
Jan 09,2015
2 people found
this helpful
This service is extremely biased towards clawing back deposits on behalf of greedy landlords and dishonest letting agents. I would never use them again as they are clearly incapable of following their own processes. The "adjudicator" was apparently CILEX qualified but unable to sort simple facts. The landlord and letting agents were given rights throughout the process that I as the tenant was not. Don't waste your time going through the adjudication service - if there is a di...
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What agent could do to change your mind?
- stood by their own procedures - been honest about when evidence was received - sent copies of evidence in full - actually considered the evidence supplied - not shown bias towards the landlord
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Oct 16,2014
Minithumbdown
By:
Oct 16,2014
0 people found
this helpful
This is concerning the transfer of Landlord for the purpose of the deposit that the agent is holding. I bought over the tenanted property a year ago and only realised that the deposit was held by this agency. When I first called more than two months ago, they gave me a Landlord ID and asked me to ask the previous landlord to log in and simply change or enter my landlord ID. It has been 2 and a half months now and it just keeps getting worse. The previous landlord said that he could not log ...
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What agent could do to change your mind?
It is too late, I won\'t change my mind but just make the damn transfer happen for me!!!
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Jun 13,2014
Minithumbdown
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Jun 13,2014
3 people found
this helpful
When I took out the tenancy I was informed that my deposit would be held in trust with the DPS this was so as to protect my deposit. When I vacated the property on May 6th 2014 I was informed that the DPS would be in touch to inform me as to when my deposit would be repaid to me. They duly contacted me 9 days after the end of tenancy to inform me that my monies would be repaid into my bank account within 2 working days. They released the deposit into the wrong account, an account that I ha...
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Mar 21,2014
Minithumbdown
By:
Mar 21,2014
1 people found
this helpful
what a load of rubbish! I imagine that a letting agency personnel had come up with this idea to make there lifes easyier... with no satification to the tenant!! I have been stuck in a roundabout of declined offers to the point were i just give up. i accepted what they wanted to take from me because regadless what you do if you have not took pictures of every little thing in the house you are not to know what the agency are going to be claiming against. Just a tip to anyone reading this DO NOT RE...
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What agent could do to change your mind?
Nothing..... Organisation/companys are set up with one ethos... to make money. I just dont agree with this companys idea of making money. Hope they rot in hell
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Feb 19,2014
Minithumbdown
By:
Feb 19,2014
1 people found
this helpful
they told me it was 2 weeks before the deposit will be repaid into my account if the Tennant doesn\'t respond. after the 2 weeks they then told me it was a further 5 days just in case he posted a response to my claim. They then told me it will take an extra 5 to 7 working days until the money is repaid. Its blatantly obvious this is just a way to earn more interest from other people\'s money. Misleading dishonest disgrace....
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What agent could do to change your mind?
Told me the truth to start with
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Jan 24,2014
Minithumbup
By:
Jan 24,2014
2 people found
this helpful
This service is biased incredibly towards tenants.my ex-tenant left a lot of rubbish in a communal pathway. The ex-tenant had attempted to re-enter the property after his tenancy elapsed to clear the rubbish himself. Because he failed to provide his forwarding address, re-entry was declined. When we went to the ADR, the ex-tenant claimed that the rubbish was not his as it was in a communal pathway and blamed the other neighbours. I submitted an email showing evidence that ex-tenant requested th...
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Sep 03,2013
Minithumbdown
By:
Sep 03,2013
3 people found
this helpful
My experience with this company is truly awful. It has taken several months for me to get my deposit back and every single one of my phone conversations has resulted in being hung up on. The call centre staff were incredibly rude and condescending to the point of hair pulling frustration. They were completely unsympathetic and refused to acknowledge what was being said to them. They told blatant lies (telling me that they had offered something they had not) and despite being told that the man...
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What agent could do to change your mind?
Not speaking to customers who are having difficulties as if we are stupid Warning of the considerable charge of the call price Generally being helpful rather than making me sit through a 40minute call whilst they argued whether they had been condescending or not. *WARNING THE REVIEWS ARE RIGHT DO NOT USE THIS COMPANY*
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Jun 24,2013
Minithumbdown
By:
Jun 24,2013
3 people found
this helpful
Absolutely appalling service- I received an email stating that my deposit had been paid back into my bank account, and would be available once it had gone through standard bank clearing. That was 3 days ago. I spoke to my bank this morning and their clearing time is 2 hours- when they checked for me, there was no record of a payment from the DPS- in other words they have lied to me and told me that they have repaid my deposit when they haven\'t. This is unprofessional behaviour and generally una...
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What agent could do to change your mind?
There is nothing that would change my mind- I will not rent from any landlord that uses this service in future.
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May 23,2013
Minithumbup
By:
May 23,2013
2 people found
this helpful
What kind of rip off is the DPS, I was a tenant and am in the process of trying to get my deposit back which is virtually impossible, the amounts of excuses they use not to pay is a joke, I must have spent a fortune in phone calls and they deliberately delay giving tenants their own money back even if there is no dispute. Also you have to use their online enquiry form to request that you are paid the interest on your deposit if it was placed with them prior to December 2008 which is legally y...
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May 17,2013
Minithumbup
By:
May 17,2013
3 people found
this helpful
The DPS are an absolute joke and extremely all for the tenant!, I have a situation were, I had an Assured Shorthold Tenancy signed by myself and the tenant, when the tenant moved out due to breaches caused under the tenancy, there was just over 5k worth of damage and other related costs to the property. I therefore applied for the deposit back from them. The Tenant disputed my request so it went to the adjudication department of the DPS, and today they have in their infinite wisdom decided ...
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May 01,2013
Minithumbdown
By:
May 01,2013
4 people found
this helpful
This service is a complete joke. we moved out of a rented property on 9th jan 2013, the property was immacculate when we left but its now 1st may and still no deposit back. The old landlords are messing us around but the DPS are no help whatsoever, I will ensure i never get involved in this service again as they are a waste of time and there website is pathetic. USELESS!!!!...
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What agent could do to change your mind?
Sort out any issues with the landlords, tennants asap and not pass the buck at every turn.
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Apr 27,2013
Minithumbdown
By:
Apr 27,2013
2 people found
this helpful
DPS is very tenant baised to start with. Their systems and processes also isn\'t clearly outlined or easy to use. Rented out my house fully furnished, Tenants had agreed to an addedum to the tenancy to pay full price for any unwanted furniture sold should they stay less than 4 years. 11months in, tenants recieved some inheritance payments and bought own property. I was happy for them, however tenants refused to fulfil agrrement and DPS allowed them get away with it. I find it disgraceful and wou...
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Apr 15,2013
Minithumbdown
By:
Apr 15,2013
4 people found
this helpful
Terrible service. It took me 3 months to get back my own deposit! Million calls have been made by myself and lardlord; each time DPS found a different excuse to delay the payment! Making interest on my deposit and made me waste my money on phone calls to them! AVOID BY ALL MEANS!...
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Apr 14,2013
Minithumbdown
By:
Apr 14,2013
2 people found
this helpful
I\'m too having trouble getting my deposit back from the DPS. First they sent me a cheque which I couldn\'t cash because I have no UK bank account, only one in my home country (which was the reason I chose the have the cheque in the first place...). Then I had to write them a letter with my bank details and agree to be charged £25.99 for them to transfer the money to my Finnish bank account. I also returned the cheque. Three weeks on, on March 25th, I got an email from one of their employees...
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Mar 20,2013
Minithumbdown
By:
Mar 20,2013
2 people found
this helpful
Never used them before and now never will use an agent in the future that uses DPS. Despite overwhelming evidence, independently assessed, of damage to property by tenant\'s dog and cat (keeping pets in breach of tenancy) DPS deemed this fair wear & tear and gave NIL allowance to landlord for this. Similarly other damage/losses which resulted in landlord being awarded less in respect of damage/losses than the tenant had already conceded !!! I also thought their process and website almost...
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Jan 18,2013
Minithumbdown
By:
Jan 18,2013
3 people found
this helpful
Absolutely terrible...they steal money (my interest), no other way to put it. I strongly advise you use Thomas Higgins and commence legal action, if you are getting your deposit back with these crooks. I was supposed to wait something stupid like 10 working days for my money, even though the landlord approved 2 weeks ago...So I sent them a legal action letter via Thomas Higgins and the money was in my account within 2 days. They only hold your money to make profits on the interest, don\'t let t...
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Nov 14,2012
Minithumbdown
By:
Nov 14,2012
3 people found
this helpful
Terrible service for myself and my tenant. I had a good tenant who wanted to move to be nearer his family. As he leftthe property in good order I notiied the deposit protection service that they should release the deposit. Three weeks later the tenant has still ot recieved his money....
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Oct 04,2012
Minithumbdown
By:
Oct 04,2012
2 people found
this helpful
Disgusting service!! woman with an attitude - do not protect the landlord DO NOT USE! HAD AN UNHELPFUL HORRIBLE ATTITUDE - DID NOT MEET THEIR END OF THE DEAL....
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What agent could do to change your mind?
AVOID AVOID AVOID
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Jul 29,2012
Minithumbdown
By:
Jul 29,2012
1 people found
this helpful
As a medium size Letting Agent we too have had major problems with the DPS over the past 4/5 yrs. We run an honest small business managing quality hardworking Landlords homes. As of yet not one ruling has gone the way of our landlord, i do realize that this has been a big learning curve for all Agents and landlords but with no training from the DPS in how to cover yourself from the outset how do we improve??? I have tightened the move in/out process conciderably over the years and improved m...
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What agent could do to change your mind?
No help or advice for wronged Landlords
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Mar 04,2012
Minithumbdown
By:
Mar 04,2012
9 people found
this helpful
Despite me submitting overwhelming evidence that the outgoing tenants had damaged the property and not paid any rent for the last 2 months of their occupancy, the DPS still returned the deposit to the tenants. In fairness, I should add that I only sent a copy of the Tenancy Agreement and submitted photographic evidence of the state of the property taken 2 days after the tenants had left. Although it was probably my naivety that contributed to me forfeiting the deposit, I still feel strongly tha...
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What agent could do to change your mind?
An apology and full compensation.
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Was this helpful? Yes
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No procedure available.

Awards won by The Deposit Protection Service

Individual Branch Awards

Bristol, BS99 6AA

Lorraine Palfrey - upload your photo Lorraine Palfrey
 2 reviews

About Lorraine No description set View full profile
Frederick Steele - upload your photo Frederick Steele
 1 reviews

About Frederick No description set View full profile
Julie (call centre) - upload your photo Julie (call centre)
 1 reviews

About Julie No description set View full profile
Rachel (manager call centre) - upload your photo Rachel (manager call centre)
 2 reviews

About Rachel No description set View full profile
Stanzi Bartlett - upload your photo Stanzi Bartlett
 1 reviews

About Stanzi No description set View full profile

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Opening hours


  • Monday: 09:00 - 17:30
  • Tuesday: 09:00 - 17:30
  • Wednesday: 09:00 - 17:30
  • Thursday: 09:00 - 17:30
  • Friday: 09:00 - 17:30
  • Saturday: Closed
  • Sunday: Closed

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