Deposit Protection Service

If your deposit is protected with the Deposit Protection Service, you can phone, email or use live chat. If it holds your deposit (a custodial scheme), you can start the repayment process yourself in your online account. If you cannot agree about deductions, its Dispute Resolution Service is free and means you do not have to go to court.

Call 0330 303 0030 Visit their site ↗

Good to know

Phone, email and live chat run Monday to Friday, 8am to 6.30pm; to use live chat, log into your account. If your landlord or agent holds your deposit (an insured scheme), email support@depositprotection.com to tell it about a dispute. If you cannot contact your landlord, or they have not answered your repayment request after 14 days, you can ask for the statutory declaration process through your online account. Its page says a dispute can take up to seven weeks.

Before you call

Have ready

your online account login: you use it to start a repayment, ask for a statutory declaration or submit evidence
your bank details, so it can pay any deposit due to you
for a repayment: whether you have completed the check-out with your landlord or letting agent, and agreed whether you will give them any of your deposit

They can

pay any money due to you within 7 working days once you and your landlord have confirmed how a deposit it holds should be repaid
contact your landlord or letting agent for you, using the details it holds, if you cannot reach them; if they do not respond, you can give a statutory declaration to tell it to release the deposit
run its free Dispute Resolution Service: it emails you when it is time to submit your evidence, and you then have 14 calendar days from the date of that email

They cannot

answer by phone, email or live chat outside Monday to Friday, 8am to 6.30pm

The page gives no phone wait time. Its page says a dispute can take up to seven weeks to reach an outcome.

In the emergency guides: My landlord won't give my deposit back →

Phone: 0330 303 0030
Website: https://www.depositprotection.com/contact-and-connect
Hours: Monday to Friday, 8am to 6.30pm
Coverage: England and Wales
Languages: English
Last checked: October 10, 2026

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