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Our Customer Values

We understand that being contacted by a Debt Collection Agency can be a matter of concern and sometimes frustration. The whole process will, however, be much easier to resolve if you engage with us. In the event that you do, we would like to assure you of the following in our communication with you:

  1. Fair Treatment: You can be confident that you are dealing with a company where the fair treatment of customers is central to its corporate culture. ARC (Europe) Ltd is fully authorised by the Financial Conduct Authority, and a member of the Credit Services Association and is a professional, ethical collection agency committed to ensuring all contact with you is carried out in a fair and reasonable manner.
  2. Tailored Customer Solutions: We are committed to adhering to all relevant Regulation together with industry recognised best practices and procedures. Our contact with you will be clear, relevant and not misleading. We will work with you to understand your personal circumstances so that we agree a solution that accommodates these.
  3. Clarity in Our Communication: In all contact with you, we will clearly explain on whose behalf we act, the reason for having contacted you and the nature of the instructions we hold. Where we need to seek further instructions from our client, we shall do so as soon as possible and keep you appraised of their feedback as appropriate.
  1. Forbearance and Support of Your Circumstances: We will always try to ascertain your circumstances so that we take these into account. Where appropriate, we will provide you both the time to contact and the details of Independent non-fee charging Debt Management organisations that could assist you in the matter that we have contacted you about.
  2. Data Integrity and Confidentiality: We are registered with the Information Commissioner's Office and act as a Data Processor and have in place robust security policies and procedures to protect your data and your transactions with us. Additionally, our telephone calls are recorded for your protection and our agents are fully trained to ensure we follow strict confidentiality procedures.
  3. Solutions Not Consequences: We are committed to working with you, our customers, to understand your circumstances and to work together to agree solutions that are sustainable. Where your circumstances change, you should have confidence in sharing that information with us and that we will support you. We will carry out regular reviews of your account to ensure any repayment plan is still appropriate based on your current personal circumstances. Where you have a concern, you should raise it with us and be confident it will be dealt with appropriately.