Frequently Asked Questions

Deposit Repayment

  • How do I reclaim a deposit?

    You can initiate the Deposit Repayment process via your online account by logging in and selecting 'Request a Repayment'.

    When you choose to deduct an amount from the tenants deposit you will need to give the reasons why and be prepared to send evidence to support your claims, if the dispute is referred to Alternative Dispute Resolution.

    Once complete, we will send a notification to the other party advising them to either log in and respond to the claim (if they have a valid email address or a valid mobile phone number) or to fill out a paper form which we will send to them.

    Alternatively, either party can request a Joint Deposit Repayment Claim Form by completing our Online Form.

    Both parties (agent/landlord and the lead/sole tenant) should try to agree on the distribution of the repayment (either online or on paper) before completing the claim. This will ensure a speedy return of the deposit.

  • I have initiated a deposit repayment online and I have made a mistake?

    If you have initiated a deposit repayment and realise before the tenant has responded, you may be able to cancel the repayment yourself online:

    • Choose ‘Ongoing Repayments’ from the Repayments Menu
    • Select the deposit for which you wish to cancel repayment
    • Click the ‘Cancel Repayment’ button at the top of the screen.

    If the ‘Cancel Repayment’ button is not available, please call us on 0330 303 0030 as soon as possible so we can help you. If the other party has not responded we will try to reset the deposit to 'Active'.

    Please note that once you have initiated a repayment proposal online and the other party has responded, this is considered a binding instruction. We can only reset your deposit to ’Active‘ if no response has been received from the other party.

    Please be aware that our offices are closed at weekends and on Bank Holidays so we will be unable to complete these requests on Saturdays, Sundays or Bank Holidays.

  • How do I return a deposit?

    You can initiate the Deposit Repayment process via your online account by logging in and selecting 'Request Repayment'.

    If you do not want to deduct any amount you will just need to go through the 4 steps and enter your repayment ID at the end.

    You will not need to input any information other than your repayment ID.

  • How long will it take to receive the deposit monies back?

    Once both parties have completed the repayment process, repayment will be released within 10 calendar days.

    If there is a problem with your form, repayment will be delayed until the correct instructions are received.

    Please note that if no response is received from the other party the deposit will remain with The DPS until a Single Claim is made or a Court Order is received.

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

  • How are repayments made?

    Repayments can be made direct to a UK bank account, or by sterling cheque made payable to the agent/landlord or tenant.

    Repayments can also be made to an overseas bank account – please note a £25.89 administration fee will be charged for this service and will be deducted from the deposit amount. In order to make a repayment to an overseas bank account, we will require your repayment ID, IBAN/bank account number, SWIFT code, account name, and bank name and address. Repayments by cheque can only be made to the named agent/landlord and/or named tenant(s).

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

  • Should I pay the tenant back directly and then claim the deposit back from The DPS?

    No. It is a requirement of the Terms and Conditions that the Repayment process is completed by both parties before a deposit can be released.

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

  • How can I ensure my paper Joint Deposit Repayment Form is not rejected?

    You will need to include your repayment ID - if you have lost it, contact The DPS as soon as possible.

    The following points may be helpful if you are making your dispute notification request using the paper Joint Deposit Repayment Form:

    1. Write legibly and clearly. If you make a mistake, cross it out and clearly mark the correct amounts, but if necessary call us to request a new form.
    2. Ensure that the amounts you enter in Section 2 exactly match the deposit amount.
    3. Do not photocopy previous forms for different deposits. Each form is individual to the deposit and must be completed as such.

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

  • I have initiated the repayment claim, what happens next?

    We will notify the other party, either by email, SMS message, or by post where a valid email address or mobile phone number is not available. This notification will advise the other party of your request and will ask them to go online or to complete a paper form to indicate their agreement or disagreement.

    It may be worthwhile for you to also contact the other party to advise them of the pending claim, so as not to incur any delay.

    Please note that if the other party does not respond the deposit will remain with The DPS until a Single Claim is made or a Court Order instructing us to make payment is received.

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

  • The status of the Deposit is 'Disputed Claim', what do I need to do?

    Once you have found the deposit in 'Ongoing Repayments' > Disputed Deposits click 'Request a Repayment' and follow the onscreen instructions:

    • Review your deduction reasons (if you wish to make any amendments or add or remove deductions, it can be done in Step 1).
    • Complete the Repayment Wizard

    In Step 4 of 5 you will be asked if you agree to use our Alternative Dispute Resolution (ADR) service to resolve the dispute, and to enter your unique repayment ID.

    When complete, we will write to the tenant asking them to respond to your proposal. If no response is received within 7 days a reminder will be sent.

  • I have an online account, how do I request a Repayment ID?

    A repayment ID reminder for any deposit protected with us can be requested from your online account − after logging in to your account, select the deposit from 'View Deposits' and click the link at the top of the page. You will receive a new repayment ID by email shortly after submitting your request.

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

  • What is a Repayment ID?

    Unique repayment IDs are given to the agent/landlord and sole/lead tenant when a deposit submission payment has cleared. Each repayment ID must be submitted, either online or on a Joint Deposit Repayment Claim Form at the end of the tenancy.

    Repayment IDs should NOT be given to the other party and should be treated as confidential, as the surrender of each repayment ID is an integral part of the Deposit Repayment process.

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

  • What do I do if my Repayment ID is lost?

    A repayment ID reminder for any deposit protected with us can be requested from your online account − after logging in to your account, select the deposit from 'View Deposits' and click the link at the top of the page. You will receive a new repayment ID by email shortly after submitting your request.

    If you don’t have an online account, please contact The DPS using our Online Form or call us on 0330 303 0030. We will verify the identity of the person requesting the repayment ID, which can then be sent either by post or email.

  • Why do I have to wait 28 days before starting the repayment process?
    This restriction is in place as part of our security measures. However, if you have a genuine reason to withdraw the deposit inside 28 days please contact us using the Online Form. When completing this form, please give full details of the reason for requesting repayment.
  • Deposits paid by a third party, what do I do?

    If a third party pays the deposit and is entitled to claim all or part of the deposit repayment, they should be registered as the lead tenant on the deposit submission. The third party can then fully influence the distribution of the deposit repayment and doesn’t actually need to reside in the property. The actual tenant(s) can be registered as additional tenants.

    If you still have a question on this matter please email us using the Online Form.

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.