Deposit Protection Service!!

HollyLB

Hi,

I moved out of a rented house in February. My landlord had used the deposit protection service and they were responsible to returning my deposit, which was all arranged and supposedly put through on the 28th. Fast forward 3 weeks and still no money has shown up in my account, despite the claim being marked as ‘paid and closed’ by the DPS. I made contact with them and it has been frustrating to say the least. Basically they have told me I must pay a £20 admin fee for them to check where the money is, and I could potentially be waiting another 36 days for a response. Even then, I am not guaranteed the money!! I have told them I refuse to pay the admin fee as it is their responsibility but they will not do anything without it. Where do I go from here? They are claiming they paid the money on the 28th Feb (triple checked the bank details and they are definitely correct) so where could it have gone? Can this happen?

Thanks in advance for any advice.

Holly

Finchy2018

the DPS has to return the deposit to the person who paid it, was that you? or did you rent with anyone else?

Finchy2018

and have you contacted your bank?

HollyLB

I contacted my bank and they said it had nothing to do with them.

Yes, I was the one who paid the deposit and it’s my details they have..

tlc678910

Hi,
As asking them has got you nowhere I think you need to write a letter marked “formal complaint” and explaining if this is not resolved to your satisfaction and your deposit returned in 14 days/28days? You will be escalating to the financial ombudsman service. I agree you shouldn’t have to pay for them to investigate.
Tlc

[Deleted User]

Ask them for a unique transfer reference number (UTR no). Then you can get further with asking your bank to find the payment. I had to do this once when a payment didn't arrive in my bank.

Comms69

HollyLB wrote: »

Hi,

I moved out of a rented house in February. My landlord had used the deposit protection service and they were responsible to returning my deposit, which was all arranged and supposedly put through on the 28th. Fast forward 3 weeks and still no money has shown up in my account, despite the claim being marked as ‘paid and closed’ by the DPS. I made contact with them and it has been frustrating to say the least. Basically they have told me I must pay a £20 admin fee for them to check where the money is, and I could potentially be waiting another 36 days for a response. Even then, I am not guaranteed the money!! I have told them I refuse to pay the admin fee as it is their responsibility but they will not do anything without it. Where do I go from here? They are claiming they paid the money on the 28th Feb (triple checked the bank details and they are definitely correct) so where could it have gone? Can this happen?

Thanks in advance for any advice.

Holly

Sue the landlord. It's their resposibility

Comms69

Finchy2018 wrote: »

the DPS has to return the deposit to the person who paid it, was that you? or did you rent with anyone else?

Nope.

Finchy2018 wrote: »

and have you contacted your bank?

irrelevant, landlord job to ensure its returned

tlc678910 wrote: »

Hi,
As asking them has got you nowhere I think you need to write a letter marked “formal complaint” and explaining if this is not resolved to your satisfaction and your deposit returned in 14 days/28days? You will be escalating to the financial ombudsman service. I agree you shouldn’t have to pay for them to investigate.
Tlc

Seems redundant. just sue the landlord

G_M

I don'tthink suing the LL is the answer.


From the information provided it seems the LL has authorised the return of the deposit. For some reason, the bank transfer from the scheme to the tenant has gone wrong - that is what needs investigating.


Yes, ultimately theLL is responsible for the return of the deposit but this seems to be a process failure. So investigate the process first.

Ask them for a unique transfer reference number (UTR no). Then you can get further with asking your bank to find the payment.

Comms69

G_M wrote: »

I don'tthink suing the LL is the answer.


From the information provided it seems the LL has authorised the return of the deposit. For some reason, the bank transfer from the scheme to the tenant has gone wrong - that is what needs investigating.


Yes, ultimately theLL is responsible for the return of the deposit but this seems to be a process failure. So investigate the process first.

Sure, and I doubt it would get to that stage. But as a backstop