mydeposits Avis 

I was clueless as to how to register a deposit. When I called I was answered by a very polite and helpful representative named Nic. She talked me through everything and was very patient. We got cut off and she immediately called me back. People like her are a rare to come across. She is an asset to your company. She went above and beyond and result was successful. She took customer service to another level.

A disaster from end to end, the new system is designed to sell you insurance from an insurance company with MyDeposits tacked onto it. More than an hour projected wait time and don't bother phoning
I will probably change to TDS as its unfathomable

It has truly been a nightmare dealing with the change of system. After countless calls lasting hours and emails, I felt completely drained and overwhelmed, especially with the endless deposits and everything that needed to be protected.

Thankfully, I spoke to a very kind gentleman named Benjamin, who couldn’t have been more helpful. He took the time to explain the new system clearly and patiently, including why I had been unable to log in.

I learnt so much from him. He was extremely informative, patient, and understanding throughout the whole process. His help and kindness made such a difficult situation much easier to deal with, and I’m incredibly grateful for his support.

I, like many other customers have been having many issues with the new platform. However, after speaking to Nic on the phone today I have to say she was amazing, helpful and friendly. 10/10 for customer service

So far waited 43 mins on hold waiting to speak to someone in My Deposits customer services, still 3rd in the queue and waiting. Last time i rang i waited 47 mins.
THIS IS TOTALLY UNACCEPTABLE. What is the CEO doing to reduce wait times, so disrespectful to your customers!

The new website is appalling. Non intuitive. Very strange labels for things and actions. Difficult to work out. No instructions. No helpline. Only a chat where I waited 2 hours. Got the number from them and they never answered after 30 minutes even though 1st in the queue. Nil customer service.

Trying to contact mydeposits to register a deposit under their new scheme. I have been waiting on the phone for 37 mins . I started waiting when i was number 4 now number 2.
I also went on their chat site 37 mins ago i was number 26 now number 16

I been used this company to protect my deposits for over 10years and never had a problem with them service. Since they changed website all changed. Very difficult to navigate in the website. Waiting time to talk with operators is over 1h. Highly not recommended!

The agent went the extra mile
With me and was patient and very professional
Excellent service

New website is an absolute disgrace. Impossible to navigate!

Nic was great today.
Helped me navigate the screens ensuring all was correct.
Great customer experience.

Thank you

I had such a great experience. The service was smooth especially the staff, I got the help I needed and it was quick. He was professional and knowledgeable.

I had a great experience with myDeposits. They kept me updated via email at every stage of the process, which was very reassuring. Of course, it took some time to get the final result, but it was definitely worth the wait. We are very grateful for the fair and professional decision! Special thanks to Donna for handling our case.

Sarah answered my call and was so, so helpful. I have used mydeposits for years but under the new ownership of ‘Total Protection’ the website is clunky and difficult to use. Clearly, not the only one with problems, 83 people waiting on the chat line; it gets to 1700 and they cut you off and suggest you start again tomorrow!

After issues with our landlord and inflated quotes regarding our deposit we needed to use the MyDeposits dispute service. They were extremely helpful and informative and kept us updated through the whole process. It’s very daunting trying to negotiate these situations but they made me feel like I could do it and our assessor Donna advised myself on every step I needed to take to ensure I at least had the bulk of my deposit returned. You always think that the landlord will come out on top but as the service is impartial it dealt with facts and came to a good conclusion for us.

It has been a mission to deal with the company since the change of platform. It we were advised about it we missed the email. I think at least one other follow up should have been sent and/or a text to the registered number. We were left floundering and holding on for hours only to be disconnected. The live chat took over an hour to reach an operator. Also there seems to be a glitch adding new deposits which transpose addresses and lastly the balance show seems to include old unprotected deposits . I was helped by Nic yesterday who was most helpful and Bec on chat today too but things need to be resolved

Since they changed the format, the whole process is horrendous. This was such an easy website to use, whoever gave the go ahead to change something that worked so well, needs to rethink this and return to the original set up.

The lady I spoke to, Clare-Louise, was very informative and clear in her explanation.

The new system is a little clunky and it took half a day to get through to a representative to have a discussion, I hope they smooth out the user interface.

MyDeposits have fundamentally changed their operating procedures for those who are protecting the deposits adding many extra hoops to jump through.
As of the beginning of August 2026 it is a truly agonising experience and more expensive.
Actively looking to change provider.

Switch to Total Property a nightmare and cannot get through easily, however Nic was incredible and handled everything for me. Thank goodness for Nic!