Zero Deposit Recenzje 

Odpowiedź od Zero Deposit

23 paź 2026

Good afternoon,

We've sent a request for further information so we can understand more about your experience and address any questions you may have.

Kind Regards
Zero Deposit

Odpowiedź od Zero Deposit

23 paź 2026

Thank you for taking the time to share your feedback.

We understand your disappointment with the outcome of your claim and your concerns regarding the time taken to reach a decision.

Throughout the claims process, our claims handlers review the information and supporting evidence submitted, providing opportunities for further documentation to be supplied where required. This is to ensure that claims are supported by the appropriate evidence before progressing.

Where a claim cannot be resolved, it can be referred to The Dispute Service (TDS) for independent adjudication. TDS considers the evidence provided by both parties and assesses each element of the claim against established adjudication principles, including fair wear and tear, betterment and the supporting documentation. As a result, the amount awarded may differ from the amount originally claimed, and Zero Deposit does not influence the outcome of an independent adjudication.

While we appreciate that the overall process may have felt lengthy, the timescales you've described are broadly in line with what we would expect for a claim progressing through the full claims and independent adjudication process. Certain stages require additional information or evidence to be provided before a claim can progress, which can affect the overall timeframe.

We would, however, welcome the opportunity to understand where you feel delays occurred, particularly regarding the payment of your award, and review any concerns you may have about how the process was managed.

Please email us at your earliest convenience on help@zerodeposit.com

Kind regards,

The Zero Deposit Team

Odpowiedź od Zero Deposit

22 paź 2026

Thank you for taking the time to share your feedback.

We're pleased to hear that our team were helpful and reassuring during your conversations, and that you were ultimately satisfied with the settlement reached.

We understand your concerns regarding the clarity of our online communications and the information available to you throughout the claims process.

When a landlord submits a claim at the end of a tenancy, the amount they submit is what they believe they’re owed. The value we add is reviewing that claim and working out if it is fair. One way we do this is to assess the likely outcome of the claim using relevant data points.

The fact that has to be balanced is that often when a claim is made the landlord is out of pocket and needs to recover their funds to be able to re-let their property. We make sure to progress our claims quickly so that both parties don’t have this hanging over their heads.

As you’ve pointed out our team are there to resolve the claim if a tenant or landlord isn’t happy. Your feedback on the tone of the emails is appreciated and we’ll consider the points you’ve raised to help us improve. We aim to make renting easier, faster and fairer; so there is a balance between speed and cost.
Thank you again for your feedback and for recognising the support provided by our colleagues.

Kind regards,
The Zero Deposit Team

Odpowiedź od Zero Deposit

22 paź 2026

Good afternoon,

Zero Deposit is designed to offer tenants a more affordable alternative to paying a traditional cash deposit upfront, so we'd be keen to understand more about your concerns regarding the costs you've experienced.

We would like to clarify that a Zero Deposit Guarantee is an alternative to paying a traditional cash deposit upfront. While tenants pay a non-refundable fee to purchase the Guarantee, they remain responsible for any valid costs arising at the end of their tenancy, such as unpaid rent or damage beyond fair wear and tear, just as they would with a traditional cash deposit.

Where a landlord submits a claim, this does not automatically mean the tenant is required to pay the amount requested. Tenants have the opportunity to review and respond to the claim, and where an agreement cannot be reached, the matter can be referred for independent adjudication.

We appreciate that receiving a claim at the end of a tenancy can be unexpected, and we'd welcome the opportunity to understand more about your experience and address any specific concerns you may have.

Please respond to our request for further information through Trustpilot so that we can look into your concerns directly.

Kind regards,
The Zero Deposit Team

Odpowiedź od Zero Deposit

20 paź 2026

Thank you for taking the time to share your feedback.

We understand your frustration regarding the claims process, particularly the timescales involved and the outcome of your claim.

We would like to clarify that a Zero Deposit Guarantee provides landlords with protection against eligible financial losses at the end of a tenancy, including unpaid rent and damage beyond fair wear and tear.

As the landlord is the party seeking reimbursement, they are responsible for submitting a claim and providing the supporting evidence required for it to be assessed.

We recognise that gathering the necessary documentation within specified timescales can sometimes be challenging. Our claims process includes opportunities to provide additional information where required, although it is important that requested documentation is received within the deadlines communicated to allow a claim to progress.

We appreciate your comments regarding the timescales and understand from your review that some of the requested information was not received within the required timeframe.

We'd welcome the opportunity to discuss your experience further and address any concerns you have about how the process was communicated and handled.

Kind regards,
The Zero Deposit Team

Odpowiedź od Zero Deposit

20 paź 2026

Thank you for taking the time to share your feedback.

We understand your concerns regarding the cost of your Zero Deposit Guarantee and would like to clarify how the product works.

Zero Deposit provides an alternative to paying a traditional cash deposit, rather than a completely cost-free option. Instead of paying a refundable deposit of up to five weeks' rent, tenants pay a non-refundable fee equivalent to one week's rent, plus a £59.99 set-up fee. This allows tenants to move into a property without having to provide a larger cash deposit upfront.

The costs associated with the Guarantee, including the fact that the payment is non-refundable, are outlined at several stages throughout the introduction and sign-up process, before customers agree to proceed.

We appreciate that the distinction between a traditional cash deposit and a Zero Deposit Guarantee may not always be immediately clear, and we'd welcome the opportunity to address any questions you may have about the product or the amount you paid.

Kind regards,
The Zero Deposit Team