Frequently Asked Questions

Maintaining your account details

  • How can I contact you from outside the UK?

    If you have not been able to find the answer to your enquiry via our Virtual Customer Service Agent or our Frequently Asked Questions, you can contact us using the Online Form.

    If you wish to speak with a Customer Service Agent you can call us on +44 (0) 870 707 1677 or, alternatively, you can call us using an online telephone calling service such as Skype (www.skype.com); the cost of calls made via Skype may vary but will cost approximately 7p/per minute.

    Please note that The DPS does not have a skype account - you simply need to call the above number through your own account.

  • Why do I receive an error message when logged into my account?

    If your session has been open for 60 minutes or more or another session is opened when you are logged in to a previous session this will cause a conflict and you may be logged out.

    To avoid receiving an error please log out of your account once you have finished your session and only open your account in one window or tab at any one time.

  • How do I advise you of my email address or mobile phone number?

    The lead/sole tenant of a deposit can update the email address or mobile phone number of tenants via their online account..

    If you don’t have an online account you can update your details using our Online Form.

  • Why does my account log itself out?

    If your session has been open for 60 minutes or more or another session is opened when you are logged in to a previous session this will cause a conflict and you may be logged out.

    To avoid receiving an error please log out of your account once you have finished your session and only open your account in one window or tab at any one time.

  • How do I update my contact details?

    The lead/sole tenant of a deposit can update the email address or mobile phone number of tenants via their online account. Any other changes to tenancy details must be made by the agent/landlord.

    If you don’t have an online account you can update your details using our Online Form.

  • How do I update my forwarding address?
    You can update your address once you have logged in to your online account. If you don’t have an online account you can update your details using our Online Form.
  • Can an agent/landlord change tenant details?

    No, it is the tenant's responsibility to update their own details. Only under certain circumstances will an agent/landlord be able to change a tenant's details - in these instances the request must be made in writing to The DPS or via our Online Form.

    If you still have questions on this matter please contact us using our Online Form.

  • Who will receive acknowledgment/notification of transactions and changes?

    The DPS sends all transactional notifications to the agent/landlord, sole/lead tenant and additional tenants. Information will be sent by post or email, depending on whether The DPS holds a valid email address for the individual parties concerned.

    If you still have questions on this matter please contact us using our Online Form.

  • Why have I not received a response to my enquiry?

    We aim to respond to all enquiries as quickly as possible, in any event within 5 business days. If you have received a confirmation e-mail confirming that your enquiry was received, please do not contact us further unless you have not received a response within this timeframe as there is the risk that different communication chains could delay an effective response.

    If you have not received a confirmation e-mail or it has been more than 5 business days since you submitted your enquiry, it is possible that either the e-mail address provided was incorrect or that we have not received your enquiry, in which case you can resubmit your enquiry using the Online Form. Please be sure to check your e-mail address before submitting the Online Form and check to see if a confirmation e-mail is received.

  • Why can I not email you?
    If you have not been able to find the answer to your query via the FAQs, you can contact us using our Online Form. We will respond to you as soon as possible and always within five business days.

    Please do not contact us further unless you have not received a response within this timeframe as different communication chains could delay an effective response.

  • Can you send me a copy of the terms and conditions of service by post?
    Yes. Please complete our Online Form and provide your full contact details.
  • Why have my personal details disappeared when I log into my deposit?
    The Data Protection Act 1998 provides that personal data must only be kept for so long as is necessary to provide the services. In order to comply with this law, all personal data relating to tenants is deleted from our systems six months after a deposit has been repaid.
  • Why can I not log into my account?
    If you are using Internet Explorer 11, you may be experiencing some compatibility issues. We are currently working to resolve this. In the meantime, please follow the instructions contained within our guide to resolve such issues.

Contact Us

The Deposit Protection Service
The Pavilions
Bridgwater Road
Bristol
BS99 6AA

Or call our dedicated help line on 0330 303 0030.

Our customer service centre operates Monday to Friday from 08:00 – 18:30.

Copyright © 2011 Deposit Protection Service, a trading name of Computershare Investor Services Plc. All rights reserved. Registered address: The DPS, The Pavilions, Bridgwater Road, Bristol, BS99 6AA.