What to do if you are unhappy with an adjudication decision

TDS - impartial and accountable dispute resolution

Ombudsman Association

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 that 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 Association's Principles of Good Complaint Handling when we resolve them.


Jodi Berg OBE acts as Independent Complaints Reviewer for TDS.

Jodi Berg, Independent Complaints Reviewer at TDS

Mrs Berg is the Chair of the Administrative Justice Forum. She has acted as the Independent Complaints Reviewer for numerous government agencies and others, including the Homes and Communities Agency and the Tenant Services Authority, and was Independent Case Examiner for the Department of Work and Pensions for several years. With a background as a solicitor, Jodi is also a Fellow of the Chartered Institute of Arbitrators.

"In reviewing TDS' adjudication service against the Ombudsman's Association's Principles for Good Complaint Handling, I believe TDS achieves the high standards required, which benefit TDS' customers in a number of ways:

  • TDS follows the best practice in its adjudication and complaint handling decision making functions; 
  • TDS is timely and efficient;
  • TDS has procedures in place to minimise those cases where people feel TDS didn't deal with things fairly or fully;
  • In the rare cases where something goes wrong, TDS is willing to accept criticism where it is justified, and learn from it."

Jodi Berg OBE, Independent Complaints Reviewer

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

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#NewsStory: TDS Charitable Foundation awards over £135,000 to promote best practice in PRS

Set up in 2014 to raise standards in the private rented sector (PRS), the TDS Charitable Foundation has published its annual review which shows that 13 different organisations across England and Wales have benefited from grants totalling £135,935 in the last year. 

13th December 2018