Complaints

The service we provide our customers is important to us and we work hard to ensure that the service you received from TDS is of a high standard.

However, we would like to hear from you if you are not happy with the way in which we have dealt with a case, or if you are dissatisfied with the service we have provided.

What to do if you are unhappy with an adjudication decision

TDS – impartial and accountable dispute resolution

At TDS, we are committed to delivering quick, fair and impartial decisions in the many deposit disputes we deal with each year. We recognise that, whether dealing with an adjudication or a complaint about one, the nature of dispute resolution is inherently contentious. To carry out our role effectively, our customers must have confidence that TDS will consider their case on its merits, and the impartial judgement will be brought to bear.

To ensure we meet these objectives, TDS has achieved ‘Complaint Handler’ membership of the Ombudsman Association. This means that we have been able to show that we have significant experience in dealing with disputes. We have also been able to show that we operate in accordance with the Associations’ Principles of Good Complaint Handling when we resolve them.

If you are unhappy with an adjudication decision, please read the complaints procedure here. 

What to do if you are unhappy with our service

At TDS we are committed to providing you with outstanding service.

If you are unhappy with the service you have received from us, please tell us at the earliest opportunity. We’ll try to resolve it there and then.

Call our Customer Contact Centre on 0300 037 1000 who will try to resolve your issue, or will refer it to our dedicated Customer Service Team.

If you remain dissatisfied with the Tenancy Deposit Scheme and wish to take the issue further, we have a complaints process which you can follow. This document tells you more about how our service complaints process works and how you can complain. Click here to view the document.

TDS has attained BSi certification in accordance with ISO:1002:2014 for complaints management.

BSI assurance mark

BSI Certificate of Registration