I disagree with the adjudication and wish to complain

We understand that receiving an adjudication outcome you disagree with can be frustrating. If you believe there has been an error in the handling of your claim or adjudication, you can raise a complaint and we will review your concerns fairly and carefully.

How adjudication works

Where a claim is disputed, the case is referred to The Dispute Service (TDS), an independent adjudication provider. TDS reviews the evidence submitted by all parties and makes a decision based on:

• the tenancy agreement
• supporting evidence provided
• applicable tenancy rules and legal obligations

The adjudication outcome determines how much, if anything, is payable under the Zero Deposit Guarantee.

Can an adjudication decision be reviewed?Adjudication decisions are intended to be final and binding. However, if you believe there has been an error in fact, law or process, you may raise a complaint and request that the matter is reviewed as part of our complaints process, we will assess whether:

• the correct process was followed
• relevant evidence was considered
• there may have been an error in fact or law

Please note that dissatisfaction with the outcome alone does not necessarily mean the adjudication was incorrect.

TDS will only reconsider an adjudication outcome in limited circumstances where there is evidence that an error in fact or law may have occurred.

How to raise a complaint

You can contact our Complaints Team using the details below:

• Online: Clicking Here 
• Email: [email protected]
• Telephone: 0333 200 2541
• Post: Zero Deposit, Business & Technology Centre, Bessemer Drive, Stevenage, SG1 2DX

To help us investigate your concerns, please provide:

• your tenancy or claim reference
• details of the adjudication outcome
• the reasons you believe an error may have occurred
• any supporting evidence

What happens next

We will acknowledge your complaint promptly and investigate your concerns fairly and consistently in line with FCA complaint handling requirements.

Where possible, we aim to resolve complaints within 3 business days. If additional investigation is required, we will provide a final response within 8 weeks.

If you remain dissatisfied following our final response, you may be able to refer your complaint to the Financial Ombudsman Service.
Website: https://www.financial-ombudsman.org.uk
Telephone: 0800 023 4567