The reason I changed from a competitor scheme to yourselves is because their Dispute Resolution Service is very poor and inconsistent. The main failings are the difficulty to submit evidence, the poor decisions by the adjudicators, the ignoring of photographic evidence, the mistakes by the adjudicators in working out unpaid rent (I had to complain to get the correct amount), the losing of evidence and not acknowledging they had received recorded post days after receipt.
The above failings lead me to have a look at the reviews on Trust Pilot and you have a better feedback score. I have also previously enquired about your dispute resolution service evidence submitting system and it is preferable for me.