Frequently Asked Questions

Registering with The DPS

  • How does an agent/landlord register?
    There are two ways in which agents/landlords can register with The DPS:-

    1. Online: Visit www.depositprotection.com and click on ‘Register online now’, in the ‘Register for online access’ box. From here, you need to follow the on-screen prompts.
    2. By Phone: Call 0330 303 0030 and speak to one of our dedicated call handlers.

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

  • Who can use The DPS Insured scheme?

    We are open to all landlords, organisations and letting agents who are residents of Great Britain, Northern Ireland, the Channel Islands or the Isle of Man and are members of a Trade Body whose membership criteria compels participation in their own Client Money Protection (CMP) arrangements. Validation checks will be carried out by us before membership is confirmed.

    For more information on CMP (Client Money Protection), please see our FAQ What is CMP (Client Money Protection)?

  • How much does it cost?

    There are no joining, membership or annual renewal fees. It is free to become a member of The DPS Insured scheme. A protection fee will be payable per deposit.

    The fee per deposit for letting agents is £9.50. Discounts may be available based on the size of the property portfolio.

    Landlords - Once you are a member the fee per deposit is:
    £15.00 (for deposits <£500)
    £22.20 (for deposits >£500)

    Please see our comparison table.
  • What do you receive from The DPS following registration?

    If you have registered online, you will receive an email confirming your registration details. This email will provide a link to the terms and conditions of service. You will also receive an activation email, in order to activate your account. Once your account has been activated, you are able to start registering deposits.

    If you have registered by telephone you will receive a welcome letter containing your agent/ landlord ID, a copy of our Terms and Conditions and two Deposit Registration forms.

  • What is an agent/landlord ID?
    An agent/landlord ID is a reference number created specifically for the agent/landlord concerned. This number is unique and is used to recognise the agent/landlord when completing transactions, to ensure we are dealing with the correct individual.
  • I have received two sets of Terms and Conditions, which one applies?
    You will receive two sets of Terms and Conditions when you register. These will be the service Terms and Conditions and the scheme Terms and Conditions, which both apply. The service Terms and Conditions are the same for both our Custodial and Insured schemes but if you wish to use The DPS Insured scheme, it is The Insured Deposit Protection scheme Terms and Conditions which apply. A copy can be found here. If you are using our Custodial scheme, it is The Deposit Protection Service (Custodial scheme) Terms and Conditions which apply. A copy can be found here.
  • Why have my personal details disappeared when I log into my account?
    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 landlords will be deleted from our systems after it is deemed as no longer necessary.
  • Can I register with The DPS if I'm already registered with a Tenancy Deposit Protection (TDP) insurance based scheme?
    Yes, if you have registered with a TDP insurance based scheme there is nothing to stop you registering and securing deposits with The DPS Custodial or Insured schemes, if you so wish.
  • How do I add an authorised third party to deal with my DPS account?
    If you would like to add an authorised third party or parties to deal with matters relating to your DPS account, please send us their name(s) and contact details using our Online Form.
  • What is CMP (Client Money Protection)?

    Client Money Protection (CMP) is an insurance policy held by the National Federation of Property Professionals (NFOPP) which provides compensation to landlords and tenants should an agent misappropriate their rent, deposit other client funds. It operates in a similar way to ABTA bonding for the travel industry.

    Participation in The DPS (Insured) scheme is limited to members of Trade Bodies whose membership criteria compels participation in their own Client Money Protection (CMP) arrangements. Evidence of CMP will be required annually.

  • How do I get CMP?

    In order to get CMP it will be necessary for you to be associated with, members of or accredited by RICS, ARLA, NAEA, NALS, UKALA or The Law Society.

  • Can any landlord or agent use both the DPS Custodial and Insured schemes?
    Yes, but agents who wish to use the Insured scheme must be able to provide evidence of Client Money Protection (CMP) Insurance with either RICS, ARLA, NAEA, NALS, UKALA or The Law Society.
  • I have CMP but I have failed the checks, what can I do?

    You can check the information you have provided to us via your online account. If the information you have provided is incorrect you will be able to make amendments. If amendments are made we will carry out our CMP checks again and, if successful, you will be able to start using The DPS Insured scheme.

    If the information you have provided is correct but you have still failed our CMP checks, we would recommend that you contact your Trade Body to discuss the status of your membership.

  • 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.

  • 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.

  • 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.