Build a timeline first
Put the key dates in order: deposit paid, tenancy started, documents received, deposit protected, tenancy renewed and deposit returned. A simple timeline makes the issue easier to understand.
Not sure what your paperwork means?
Check eligibilityUse the eligibility check as the next step before trying to work out the claim alone.
Keep originals and screenshots
Save PDF agreements, bank statements, scheme certificates and screenshots. If you only have phone screenshots, keep the original image files as well as any notes.
Include communication
Emails and messages can show what the landlord knew, what the agent said, and when documents were sent. Keep the full thread where possible.