mydeposits Recensioni 

My review is regarding the representative, Nic, who dealt with my query. I've never experienced such wonderful customer service. Nic was incredibly friendly and easy to communicate with, empathetic to my current situation and knew exactly what to do in terms of the step by step process of dealing with the situation. I really can't speak highly enough of her. I hope that management realise what a valuable asset they have within their company.

Can't get mydeposit.com to answer my calls,about my deposit refund since 9th of June 2026.it just goes to playing music but nobody's answering??? Very poor service ,it doesn't even say what place my calls are in ,very frustrating.

Long wait to get through on phone but once through the lady was super helpful. Thanks Nic.

I have used mydeposits for many years as a private landlord with a large portfolio. Under the old system I paid a one-off fee to protect a deposit and that protection lasted for the life of the tenancy. That was simple and fair.
The new annual allocation model changes the deal on deposits that were already paid for. Combined with the move to the Total Property platform, the process is now slower, more complicated and more expensive for existing users. It takes much longer to input the information than it used to.
On 30 July 2026 I emailed mydeposits twice. First, to say I would no longer protect new deposits with them. Second, to ask for written confirmation that deposits already protected and paid for under the old one-off pricing would remain protected for the rest of each tenancy with no further annual or allocation fee. Neither email received a reply.
They later replied to this Trustpilot review with a generic message and asked me to contact them on social media. That is not an answer. I do not want the custodial scheme and I do not want an annual membership fee for deposits I already protected under the old terms. I am therefore moving new protections to the Deposit Protection Service.
I would not recommend mydeposits to other landlords in its current form.

Takes hours to answer the phone, and their live chat tells you to wait an hour before it decides to forget your queue position. We're trying to get our deposit back from our landlord who is trying to keep it, there doesn't seem to be any way to kick off the process ourselves.

The transfer to new system has been a disaster. Wrongly amalgamated 2 separate accounts, one in my sole name and one joint. A GDPR breach? Was no. 80 in queue for chat. 2 hours later gave details and person could see issue but couldn't correct. Was assured would be raised as urgent with IT team and I would hear within 3-5 working days. 8 w days later have heard nothing. Would not answer my query about what would happen if not sorted by their new "renewal date". Complete change in terms to require annual payments and inflict further cost and admin if want to change. Links not all working. I will not use in future after all the anxiety and time loss caused.

Great customer service

Having been messed about by our landlord/lettings agent, the service from MyDeposits was excellent - clear, precise, informative. Thank you to Clare-Louise for that.

I had to ring today to sort out our accounts as I had not been on in a while and Nic helped me sort it out, much appreciated, very helpful and a very jolly person, which helps. Kind Regards Thomas

For a company to be holding onto the publics deposits in the interest of the government while not allowing the deposit holders to view their deposits, or give them the ability to raise a concern is MAJOR cause for concern.

You cannot get this company on the phone, you have to wait for ages to speak to an agent, you are always 70+ in the queue, they dont get back to emails and this is just beyond disgusting.

The best service I found was with the TDS. Deposit holders should have a choice on where they store their deposits and this company should be shut down. There is a fiduciary responsibility they have when it comes to handling depositors and their deposits.

The fact that they have a fake queue, that you cannot see your deposit, that you cannot raise a dispute. It voids every aspect of it being a "deposit protection scheme" and moves in into the "deposit scam scheme".

I am in the queue, I was #70 and had to wait for 20 minutes, now I am #56 and have to wait for 44 minutes.

I wonder who owns/operates these companies and it just seems very, very dodgy and in time it will play out where millions of people who have deposits have their deposits vanish overnight never to be seen again.

This is not on for a deposit holder to have to jump through hoops with a broken site that moves the user from their website to total property that doesnt work, doesnt function at all, doesnt show my deposit and no way to get hold of the company.

This company needs to be reported to the financial conduct authority and other relevant UK money laundering/financial websites.

Playing around with peoples deposits, they cant even get a website to work properly but somehow can manage to "protect" your deposit Suuuuuure - I have a bridge to sell you.

Dont use this company and the only estate agents who will use this company will be scammers, overnight estate agents.

Disaster of a company now , waiting times on phone over an hour, must of spent over 5 hours in the past week waiting to get through to someone and then only to get the wrong advice, as a landlord paying the fees completely unnaceptable

Wait time of 25 minutes before someone picked up the phone. New computer system does not recognise reference numbers which are used in their own correspondence. A tenant disputed withholding of their security deposit because they vacated my property two months after they were legally required to resulting is significant loss of earnings. Several items of furniture were either missing or broken and had to be replaced. Deeply flawed adjudication process, wildly skewed in favour of tenants.

MyDeposits was previously very easy to use, and there were no issues with contacting them. However, since they changed platforms, it has become extremely difficult to get in touch with them, either by phone or through the online chat, often with waiting times of at least 45 minutes.

There is also an issue with how unprotected deposits are displayed. Previously, unprotected deposits were deducted from the total protected amount, but this no longer appears to be the case. This creates a discrepancy between the amount held in the bank account and the total amount shown as protected on MyDeposits.

For audit purposes, the balance shown on MyDeposits and the balance in the bank account need to match, so this discrepancy creates additional administrative work and makes reconciliation more difficult.

Overall, the new platform has caused a number of issues and MyDeposits really needs to address these problems and improve the system.

I've been waiting on the phone for over 53 minutes and I'm still not in the top 5 on the list. I've tried the online chat but that also has kicked me out twice when I've got down to the bottom of the queue. No notification or anything. I managed to get through last week finally and was told they weren't going to help with getting my deposit back after I mistakenly put in the wrong details. What are they doing with their time!!!

Waited 90 minutes on hold, having given up with on-line chat (ghaving waited over an hour on that)

Just tried to use the new website. Whoever thought this was a good idea and when you try to ask for help you are 96 in line. This is not customer friendly.
Someone needs to do something.

I was clueless as to how to register a deposit. When I called I was answered by a very polite and helpful representative named Nic. She talked me through everything and was very patient. We got cut off and she immediately called me back. People like her are a rare to come across. She is an asset to your company. She went above and beyond and result was successful. She took customer service to another level.

A disaster from end to end, the new system is designed to sell you insurance from an insurance company with MyDeposits tacked onto it. More than an hour projected wait time and don't bother phoning
I will probably change to TDS as its unfathomable

It has truly been a nightmare dealing with the change of system. After countless calls lasting hours and emails, I felt completely drained and overwhelmed, especially with the endless deposits and everything that needed to be protected.

Thankfully, I spoke to a very kind gentleman named Benjamin, who couldn’t have been more helpful. He took the time to explain the new system clearly and patiently, including why I had been unable to log in.

I learnt so much from him. He was extremely informative, patient, and understanding throughout the whole process. His help and kindness made such a difficult situation much easier to deal with, and I’m incredibly grateful for his support.

I, like many other customers have been having many issues with the new platform. However, after speaking to Nic on the phone today I have to say she was amazing, helpful and friendly. 10/10 for customer service