Frequently Asked Questions

Deposit Repayment

• How do I reclaim a deposit?

  The Deposit Repayment process can be started by the agent/landlord or the sole/lead tenant.

  Either party can log in at www.lettingprotectionscotland.com and start the joint claim. An agent/landlord or a sole/lead tenant can do this by logging in to their account and selecting ‘Request a Repayment’. The onscreen guidance will take you through the process of starting a repayment. The LPS Scotland will then send a notification to the other party advising them to either log in and respond to the claim (if they have a valid email address or a valid mobile phone number) or to fill out a paper form sent to them.

  Both parties (agent/landlord and the lead/sole tenant) should try to agree on the distribution of the repayment before completing the claim. This will ensure a speedy return of the deposit.

• Will you return my deposit if the landlord does not respond?

  Yes. If the landlord or agent fails to respond to your repayment request within 30 working days then the deposit will be paid back to you.

  The 30 working days will start the day you start the repayment process. If no response is received from the landlord or agent within 30 working days then the deposit will be processed for release on the 31st working day and released within 2 working days.

  We will release the deposit within a maximum of 35 working days, however, once released, it will be subject to standard bank clearing times.

• How long will it take to receive the deposit monies back?

  Once we receive a correctly completed repayment request, either online or in paper form, repayment will be processed and released within 5 working days.

  If there is a problem with your form, this timescale will be delayed until the correct instructions are received.

  If you submit a repayment claim and we do not receive a response from your agent/landlord within 30 working days, the full deposit amount will be repaid to the details provided in your claim within 5 working days.

  If you still have a question on this matter please contact us using the Online Form.

• How are repayments made?

  Repayments can be made direct to a UK bank account, or by sterling cheque made payable to the agent/landlord or tenant.

  Repayments can also be made into overseas bank accounts. Please see our FAQ 'Can my deposit be paid into my overseas bank account?'.

  Please note charges may apply to overseas bank account payments

  If you still have a question on this matter please email us using the Online Form.

• How can I ensure my repayment request is not rejected?

  If you are making your repayment request online or in paper form, ensure that you have your Repayment ID ready. If you have lost it you can request a new repayment ID by using the online form.

  If you are making your repayment request by paper, be aware of the following points:

  • Write legibly and clearly. If you make a mistake, cross it out and clearly mark the correct amounts, but if necessary request a new form by calling The LPS Scotland.
  • Do not photocopy previous forms for different deposits. Each form is individual to the deposit and must be completed appropriately.

  If you still have a question on this matter please contact us using the Online Form.

• I have initiated the repayment claim, what happens next?

  If you have recently logged in to your online account and requested repayment, we will send a notification to the other party, either by email or SMS message (where a valid email address or a valid mobile phone number is available) or by post. This notification will advise the other party of your request and will ask them to go online or to fill a paper form to indicate their agreement or disagreement.

  It may be worthwhile for you to also contact the other party to advise them of the pending claim, so as not to incur any delay.

  If we do not receive a response from the other party within 15 working days we will issue a reminder of your repayment claim to them. If we do not receive a response for a further 15 working days, the full deposit amount will be released in accordance with your deposit claim.

  If you still have a question on this matter please contact us using the Online Form.

• What is a repayment ID?

  Unique repayment IDs are given to the agent/landlord and sole/lead tenant when a deposit submission payment has cleared. Each repayment ID must be provided when a deposit repayment request is submitted.

  Repayment IDs should NOT be given to the other party and should be treated as confidential, as the surrender of each repayment ID is an integral part of the Deposit Repayment process.

  If you still have a question on this matter please email us using the Online Form.

• Where can I find the Deposit ID?

  The Deposit ID can be found in the Deposit Submission Confirmation that was sent to you when the deposit was originally protected, either to your registered email address or as a letter to the rented property address. If you do not have your Deposit Submission Confirmation, your Agent/Landlord should be able to confirm the Deposit ID for you. Alternatively, please contact us on 0330 303 0031 with your tenancy details and we will assist you.

• What do I do if my Repayment ID is lost?

  You can request a Repayment ID reminder via SMS, just text REPAY followed by your Deposit ID and then the Deposit Amount to 07537404848. If we cannot send your Repayment ID reminder to your mobile, we will endeavour to send it to your registered email address.

  A Repayment ID reminder for your deposit can also be requested by using our Online Form.

• I have initiated a deposit repayment online and I have made a mistake?

  As long as your agent/landlord has not responded to your claim, you can cancel the claim and start again. To cancel your claim, please log into your deposit account and then select the ‘Cancel repayment’ icon in the top left hand side of the next page.

  Please note that once a claim has been cancelled, notification will be sent to your agent/landlord informing them that the claim has been cancelled and that either party can start the repayment process again.

  Please note that if your agent/landlord has responded to the claim, this is considered a binding instruction.

  If you still have a question on this matter please e-mail us using the Online Form.

• Deposit paid by a third party, what do I do?

  If a third party pays the deposit and is entitled to claim all or part of the deposit repayment, they should be registered as the lead tenant on the deposit submission. The third party can then fully influence the distribution of the deposit repayment and doesn’t actually need to reside in the property. The actual tenant(s) can be registered as additional tenants.

  If you still have a question on this matter please email us using the Online Form.

• Why do I have to wait 20 working days from the date the deposit is protected before starting the repayment process?

  This restriction is in place as part of our security measures. However, if you have a genuine reason to withdraw the deposit inside 20 working days please contact us using the Online Form. When completing this form, please give full details of the reason for requesting repayment.

• Can my deposit be paid into my overseas bank account?

  Yes. We offer an overseas payment option whereby a Sterling Payment is sent outside the UK. When requesting a repayment or submitting a repayment response you can chose the country where your bank is situated and provide your account details.

  We will need the account holders name, account number or IBAN (International Bank Account Number) and BIC/Swift (Bank Identifier code).

  You may also be required to provide the bank name and address or other mandatory information and for payments to the USA a ABA transit number.

  You will be prompted to enter these details at the time of the request.

  Please note charges may apply to overseas bank account payments.