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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.

FAQ's

About us and our contact

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 – Friday 8.30am to 6.30pm (we will be open on selected Saturdays of the month 9am to 1pm. Please see our page on google to confirm the Saturdays we are open).

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 8.30am to 6.30pm
    (we will be open on selected Saturdays of the month 9am to 1pm. Please see our page on google to confirm the Saturdays we are open).
  5. Live chat.
  6. Click on the green envelope at the bottom right hand corner.
  7. Email us. 
  8. customers@arceuropeltd.co.uk

*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.

Please contact us on 01932 251 000. Although we will not be able to discuss another customer’s account with you (unless we have received authorisation from the customer) we will listen to you and deal with the account as appropriate in the circumstances.

Yes, please contact is on customers@arceuropeltd.co.uk or you can contact us via live chat during our office opening hours.

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. We appreciate there may be some reluctance to provide this to us if we call you, and if this is the case, you can advise the agent that you will call us straight back to reassure you that you are calling our office.

We are not bailiffs and we do not refer to ourselves as such.

We do not instruct bailiffs on the accounts we hold. If you have received contact from a bailiff on an account we previously managed you should contact the creditor for further clarification.

Payment Questions

Please see our How to Pay section by clicking here

Sign in to your account or register your account to set up an affordable payment plan. You can use our Easy Budget Calculator to help you calculate how much surplus income you have after your outgoings.

Please get in touch by webchat or call 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 get in touch by webchat or call us on 01932 251 000 in order to discuss this.

Sign in to your account or register your account to set up an affordable payment plan. You can use our Easy Budget Calculator to help you calculate how much surplus income you have after your outgoings.

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. 

Please get in touch by webchat or call us on 01932 251 000 to make your payment or discuss your payment plan further.

Get in contact with us so we can sort this out without the need to contact you further. There may be a simple explanation which is easily rectifiable. Please do not ignore our correspondence.

Help Questions

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 regulations 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
Walton-on-Thames
Surrey
KT12 2TU

Getting started with my account

Sign in to your account or register your account or register your account to view your up to date balance.

Register your account on our website in just five minutes. All you need is your date of birth, postcode and ARC reference number, which you can find on our letters. Once you’ve registered, you can view your balance, set up an affordable payment plan and make one-off payments at any time that works for you.

Once you’ve registered, you can view your balance, set up an affordable payment plan and make one-off payments at any time that works for you.

Credit file and paid account Questions

We do not report on your credit file. We will promptly inform our client of the status of your account who will then amend your credit file as appropriate.

Unfortunately we are unable to give an exact time frame. If our client has reported on your credit file then they will update it once they receive the funds from us. Reporting is usually done once a month, you should therefore allow 45 days after they receive the funds from our office which may be up to 30 days after you made your payment. For most of our clients, your file will be updated within 45 days. 

If our client has reported on your credit file then they will update it once they receive the funds from us. Reporting is usually done once a month, you should therefore allow 45 days after they receive the funds from our office which may be up to 30 days after you made your payment. For most of our clients, your file will be updated within 45 days. If it has been over 75 days please contact our client directly. You can sign in to your account and print a statement if you require proof that the payment has been made to our office.

A partially satisfied debt will show on your credit file as partially satisfied. This shows any future lender that you had a defaulted debt and you cleared it with a discount. This may affect your ability to obtain credit in future. A fully satisfied debt will show on your credit file as fully satisfied. This shows any future lender that you had a defaulted debt but you have cleared it in full.

We regularly report payments to our clients so they will be informed. Please allow up to 30 days for our client to receive notification and to update their records. 

The Credit Reference Agencies have useful FAQ pages which will provide you with more information. Click here for details of the Credit Reference Agencies.