The evidence submission process
Successful claims require careful preparation. Disputes often fail because a vital piece of evidence is missing, or our procedures haven’t been followed. We want to make sure genuine claims are successful. Following this guidance will help you avoid common mistakes.
Time it right - Please don’t send us evidence until we have confirmed that your case is officially in dispute, and we’ve sent you an email asking you to submit your evidence. We won’t be able to accept it and you’ll need to send it to us again.
Send it to the right place – If you’re sending photographs and documents as evidence, attach them to an email and send it to firstname.lastname@example.org. Sending your evidence to another email address can delay the dispute resolution process, and may mean it doesn’t arrive before your submission deadline.
Use your registered email address - For data protection purposes, we can only accept evidence emails sent from the address that is registered to your DPS account. If you send emails from a different address, this will delay the adjudication process as we’ll need to contact the registered email address to confirm your identify. You can then authorise us to accept evidence sent from a different address, but the simplest option is to use your registered email address to submit your evidence.
Don't use file-sharing sites – Due to our data protection rules, we can’t accept evidence sent to us using file-sharing sites such as DropBox, GoogleDrive and WeTransfer. Attach your evidence to an email and send it to us. The size limit for emails is 20mb but you can always send us more than one if you need to. .
Include the required information - You must quote the deposit ID relating to the claim in your email subject heading so we can locate the disputed deposit details quickly.
Keep the size down – The maximum email size we can receive is 20mb. You can send as many emails as you need if you have lots of evidence, but sending lots of emails can slow down the decision making process so try to limit the size of your evidence where possible.
For example, if you have video evidence, put it on YouTube and send it to us a link to it rather than attaching it to an email. You’ll need to make sure the video isn’t set to private, and adjust your settings so only those who receive the link to the video can view the contents.
Documents need to be clear and legible – Adjudicators need to be able to read and interpret the evidence you send. If original documents are in colour, please send us colour copies rather than black and white if possible. Make sure scanned, photocopied or reproduced documents can be clearly read by an adjudicator, especially where they contain photographs.
Speaking of photographs please send colour images rather than black and white as it’s a more accurate portrayal of the truth. Adjudicators need clarity and legibility to make a decision so don’t make it hard for them to see what you see.
Don't rely on third party links – Don’t rely on website links, for example retailers’ websites showing costs of replacement items, in your evidence. These may be changed by the website owner before the adjudicator receives the evidence, leaving a gap in the information you’ve provided. A simple screenshot of the web page you’re referencing is a better, more reliable option.
Confirmation of evidence receipt - When you send evidence to us by email, we’ll immediately send an automated confirmation of receipt in return. This is the only confirmation we send, and you don’t need to contact us for further assurance. If you don’t receive the confirmation email, first please check your junk mail folder. If you can’t find an email from us, please resend your evidence as it means we won’t have received it.
Once we have your evidence, we won’t contact you again until the adjudicator has reached their decision. The only exception to this is if we need to ask you a question about the evidence you’ve sent.
Posting evidence to us - If there’s a reason why you can’t provide evidence via email, we will accept evidence by post, though this isn’t recommended.
- If you need to send paper evidence, send copies rather than original documents as won’t be able to return them to you once the adjudicator has made their decision.
- Similarly, if you have evidence on CD or USB devices, we can’t return these either so please make sure you retain a back-up copy of your data.
- If you do post any evidence to us, we recommend that you use recorded delivery so you have proof of the date it was posted and delivered.