Tenancy Deposit Scheme Announces Complaints Management Certification ISO:10002:2004

The Tenancy Deposit Scheme has gained further recognition for its high quality customer service, attaining the ISO 10002:2004 Complaints Management System Standard.

Following a rigorous assessment by the British Standards Institute (BSi) TDS has met the criteria of the standard, including:

  • evaluating complaints in order to improve the product and customer service quality;
  • having a customer-focused environment that is open to feedback (including complaints),
  • providing complainants with an open, effective and easy-to-use complaints process;
  • auditing of the complaints-handling process;
  • reviewing the effectiveness and efficiency of the complaints-handling process.

Chief Executive Steve Harriott said;

“We are delighted to have attained ISO 10002:2004.

“Resolving nearly 13,000 disputes every year means working effectively with customers in contentious and unhappy circumstances, and this inevitably includes resolving their complaints.

“This certification shows that as well as providing an open and effective way of handling complaints, we use them as invaluable feedback to continually reassess and improve service.”

This is TDS’s second certification for customer service. TDS’s Customer Service Excellence Standard award was recently reviewed, resulting in an additional ‘compliance plus’ rating; areas where TDS exceeds the standard and is viewed as exceptional or an exemplar for others.

New figures released by the Department for Communities and Local Government reveal that TDS has once again exceeded its customer service requirements, and providing the fastest average call answer time of the three deposit protection schemes in England and Wales.


  • The Tenancy Deposit Scheme protects 1.1million deposits in England and Wales worth over £1.3 billion.
  • The Scheme is operated by The Dispute Service Ltd, the only not for profit provider of tenancy deposit protection.


Tenancy Deposit Scheme BSi Logo

20th January 2015

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