SafeDeposits Scotland Avis 

I received a call from Genna/Gemma yesterday regarding a deposit due to be returned to me. She was extremely polite and helpful and dealt with the issue professionally.

As a landlord, I found the system to be extremely flawed, in that your are given a time to present evidence and when the other party, who has completed the claim for you, mmm my letting agent. and it was certainly not completed to be in my faviour in any shape or form, the tenant is allowed to write what they want, and really a lot of guff, and you have no window to reply to their comments, and when you ask for a review you are not allowed to send any other evidence, time stamped photographs showing the damage, all provided to the letting agent.......but never used, really let down by the agent, really rather questionable, and that the available evidence can not be looked at all......., and the proof was there, rather unfair in this day and age, we are in 21st century, not the dark ages! and again I say it is really not a fair system at all, in my opinon, and that opinion has been formed looking at this claim being processed, the next time I have such a claim I will be going via the small claims court, because honestly this is not exceptable.It seems that it is more in favour of the tenant not the landlord!

SDS thank you for your reply, I am aware of the criteria that you follow, but again it is unfair and unjust in this day and age, clearly my letting agent had another agenda,for what er reason only he will know , completing the evidence process on my behalf,or not really ,but there is no opportunity to undo what he had done, I had clear evidence to show the damage, and also the fact that the tenant can say what they want and you have no opportunity to reply to their absolute guff, going back into the review process, why even..... have it, if no other evidence,is considered at all ! A complete waste of time really

Rachel McLaren was a great help to me yesterday as I was struggling with technology. She explained how to go about the website and sendt the link which I then understood, but was helpful enough to say if I struggled she would be more than happy to help out.

Jemma Henderson, Client Relations Executive, was excellent & resolved my issue - getting my full deposit back - within 2 short emails :)

I found the lady I spoke to very helpful, polite and was very clear with the information she provided.I certainly would recommend using Safe deposit Scotland from my experience. Great service.

Very helpful - was a problem getting my deposit back, it was fixed in a flash. Thank you Jemma!!

Excellent service from SafeDeposits Scotland. In particular I received a call from Jemma informing me I had yet to reclaim a deposit from a previously property. I’d like to thank Jemma personally for her professionalism, politeness and advice she was able to offer me over the phone. Thanks to her I’ve manage to reclaim a significant sum of money I forgot I was due. Thanks again

Excellent customer service, went above and beyond not only to resolve my query but avoid delay of my deposit return. Highly recommended.

Due to a recent situation that could have been a significant security risk, I needed to change my password and login details with SDS, AND update my email address. I was having difficulty online however (NOT my favourite way of doing things, despite more and more organisations depending on it), and couldn't remember my original old password.

Following a couple of emails to SDS, the team were extremely helpful : sent me a reset link (actually sent it twice, with great patience - as the first one went to my old address, evidence that an attempt to update my details online about 18 months ago had failed), and the whole thing was resolved in a mere few hours.

It was such a pleasant change, by current standards, to actually deal with real human staff capable of thinking for themselves - and who took swift decisive action to help me. Very impressed.

On family Xmas holiday and not reading emails. They have paid a really bad tenant their deposit back even though they owe well over £7k in rent and the house will take £10-15k to repair. No customer service or sympathy at all. AVOID 😡😡😡 they claimed overbooked my emails but I have not I’m on holiday!!!!!! Shocking service

Mandy helped me with my query. Even though I sent the email at 9pm it was still answered and actioned very quickly. I didn’t realise but the team work until 10pm which really helps dispute issues if you work during the day. Thank you!

Professional, informative, and very helpful, easily solved my problem, highly recommend.

Rachel McLaren was so helpful, a real gem when it comes to customer service. She explained my queries, followed up with information emails and checked that I had no outstanding issues. I can only hope she is valued member of the team and that I have the pleasure of her customer services next time I ring....

I sent an email after having an address issue and was obviously hoping to have it sorted asap as it pertained to my deposit. Jamie got back in touch very quickly with the issue entirely solved. So easy, great communicator and great service. Very happy.

For first time users it is not obvious how to release deposits
However once I phoned Rachel talked me throughout in no time and was very helpful and patient

Jamie replied to my emails in minutes which is not normal these days, so thank you

Martin was so nice on the call. I’m impressed with this company

Awful scheme, on the side of letting agents not tenants. £43 in dispute, rather than return over £400 of non disputed deposit they hold on to it for an anticipated 3 months whilst they 'adjudicate' having already rolled through several 5 day self resolution periods without dealing with it. Must be a nice money spinner in terms of interest for them. Awful awful awful

Excellent customer service, went above and beyond not only to resolve my query but avoid delay of my deposit return. Incredibly friendly and knowledgeable. I have used the scheme for numerous rental properties and the service has always been first class even in complex circumstances.

I had to phone up and change over a deposit from one property to another, Rachel was very helpful and polite - got everything sorted easily and quickly.

I had a wonderful experience with Rachel McLaren, Customer Service Advisor, who demonstrated knowledge and insight throughout our telephone conversation. She guided me through the options available to my situation, assured me of the way forward and offered her support when I contact them again in the next week to finalise the situation. I felt confident with the decision-making options and was impressed with Rachel's calm, reassuring tone of voice, her professionalism and pleasant interaction with me. An extremely positive experience from the start of the phone call to the finish which left me reassured and gave clarity to my situation. Thank you Rachel. Very much appreciated. Dr. Sylvia A. Hoskins