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Help Information

Every day, we listen to and help many customers deal with their outstanding accounts, can we help you?

We appreciate that receiving contact from a Debt Collection Agency can be unsettling, but please be assured, as a regulated business who takes its responsibilities seriously, we are committed to treating all customers fairly and professionally.

Below you will find details of frequently asked questions that may be of assistance to you. If you are still unsure about what to do next, please do get in touch with us so we can help you. If you prefer not to speak with us, you can also email or live chat with us.


General Questions

ARC (Europe) Ltd is authorised and regulated by the FCA (Financial Conduct Authority) to conduct Consumer Debt Recovery activities. For nearly twenty years ARC has provided major organisations with industry leading debt recovery services.

We have contacted you in relation to an outstanding debt. Our aim is to contact you as soon as possible in order to resolve the situation swiftly and effectively for all parties.

Please contact us as soon as possible to discuss your options on 01932 251 000, the sooner we hear from you the quicker the situation can be resolved. Once the matter is fully resolved, if appropriate our client will update your credit file if they have previously registered a default.

If you think we have contacted you in error, please call us to discuss on 01932 251 000.

If you wish to obtain a copy of your credit file, please click here for links to Call Credit, Equifax and Experian.

Temporary Hours Monday to Friday 9am – 5:30pm (we will be open on Saturday 27th February 9am to 1pm).

In order to accommodate changes to our staffing levels due to Coronavirus pandemic, we are adjusting our contact centre operational hours. These are detailed above and may continue to adapt as we navigate through the Coronavirus outbreak and we will of course update these accordingly. You can contact us by telephone, however you may experience a longer waiting time than normal. In the meantime we would advise our customers to take advantage of the self service options available by logging onto your account by clicking here (if you have not set up an account online yet you can create an account here) or you can contact us on webchat during operational hours.

There are a range of options available to you to contact us.

  1. Manage Your account online.
  2. Sign in to your account.
  3. Call us.* 
  4. 01932 251000 *
    Our opening hours are currently
    Monday – Friday 9am to 5:30pm
    (we will be open on Saturday 27th February 9am to 1pm).
  5. Live chat.
  6. Click on the green envelop at the bottom right hand corner.
  7. Email us. 

*Calls may be recorded for training and quality purposes.
*Calls from a landline will be charged at a local rate; mobile charges may vary.

Calls are recorded for training and quality purposes.

Payment Questions

Please see our How to Pay section by clicking here

Please contact our call centre on 01932 251 000 as soon as possible and we will consider your payment proposal.

Please contact us on 01932 251 000 to discuss and update us with your current circumstances. We can then ensure that your debt is managed with a suitable solution based on your financial circumstances.

Please contact us on 01932 251 000 in order to discuss this.

If you contact us on 01932 251 000 we will consider your personal and financial circumstances and seek to agree an appropriate, affordable, and sustainable instalment plan.

You can access our interactive Easy Budget Calculator by signing in to your account to enter a short financial statement to assist managing your budget. Alternatively you can download a full financial statement to print here. If you are in financial difficulty you may want to contact a free of charge debt management company by clicking here who may be able to assist you. 

Help Questions

We are required by law under the Data Protection Legislation to ensure we are speaking to the correct person before discussing any account. It is our obligation to protect your personal data under current legislation.

Please click here to see our Consumer Advice section for links to free debt advice services.

Please forward all correspondence onto your third party immediately and ask them to contact us in order to reach a solution on your behalf. In order to stop your account progressing to a later stage please call us on 01932 251 000 to provide us the details for your appointed third party.

If this is the case, please contact us on 01932 251 000 as soon as soon as possible so that we can consider your dispute or other reasons and refer the matter to our client if required. This also means we will suspend our collection activity whilst the matter is investigated.

ARC (Europe) Ltd always seeks to act in a professional, ethical, and courteous manner and adhere to industry regulation regarding complaint handling. For further information, please click here to see our Complaint Process and the options available to you to address your complaint.

If you're not happy with the service you have received, please call us on 01932 251 000 to make us aware.

If you have already spoken with us and still have concerns, please write to:

Customer Support Manager
ARC (Europe) Ltd
Kent House
Churchfield Road
KT12 2TU