Complaints

Our aim is to provide a first class service to all Members and Tenants and to do everything we can to ensure you are satisfied. If you feel we have fallen short of this standard and you wish to complain, you should do so in writing to:

mydeposits Jersey
Premiere House
Elstree Way
Borehamwood
Hertfordshire
WD61JH
United Kingdom

or by email at: complaints@mydepositsjersey.je

On receipt of your complaint we will investigate the complaint fully and respond to you accordingly.

The timescales for dealing with a complaint are as follows:

  • In the majority of instances we will investigate and respond fully to a complaint within 14 Working Days following receipt.
  • If we are unable to resolve the matter within 14 Working Days we will advise you and give our estimate of the time we expect to need to deal with the complaint.
  • Our final response to the complaint will remain and cannot be appealed through the Scheme.

Please note that the above time frames will be applicable upon receipt of your completed Complaint form.

RAISING YOUR COMPLAINT

Your feedback is important to us as it gives us the opportunity to improve the service we offer and serve you better.

Our processes and service standards are set out in the Scheme Rules which can be found here and our Conditions of Deposit Disputes found here.

If you feel that we have not acted in accordance with the Scheme Rules or our service has fallen below the standard you expected, please complete the relevant Complaint Form below to inform us.

If your complaint relates to an Adjudication decision, please download and complete our mydeposits Jersey Adjudication Complaint Form.

If your complaint relates to a service issue or you are unhappy with our processes, please download and complete our mydeposits Jersey Service Complaint Form