Utility FAQs

We offer various payment methods to make managing your account easier. You can pay in full or set up a payment plan online via Direct Debit or Card. For other payment methods, please contact us on 01253 256631.

Yes, you can set up a payment plan if you cannot pay the balance in full. You can view and set up a payment plan online by clicking here.

Please verify the reference number for the payment to your original service provider and confirm if it matches the account in question. If it does, contact us, and we will investigate. You can also set up a payment plan here.

Your original energy provider has tried to contact you via letter, email, text, or phone.

If your contact details have changed you can update your information, set up a payment plan, or make a payment through our customer self-serve portal.

Yes, under your terms and conditions, your original provider can sell the debt to a third party. Perch Group, authorised by the FCA, is now the legal owner of the debt.

If you think the balance is incorrect, we can investigate this for you, and if there is an error we can rectify this for you. Please check if your bill is based on an actual meter reading or an estimate.

Contact us on 01253 256631 and let us investigate this for you.

If you don’t recognise this debt, please contact us on 01253 256631, and we will look into this for you.

This may arise if the original energy provider was not able to obtain meter readings from your meter.

If you want to discuss this, contact us on 01253256631.

Alternatively, you can set up a payment plan here.

Yes, utility debt can be reported to credit reference agencies if it remains unpaid, negatively impacting your credit score.

In cases where the service was shared, such as in rental properties, disputes may occur. However, the responsibility for the debt typically lies with the individual(s) listed on the account.

ACI UK is regulated by the Financial Conduct Authority (FCA) and adheres to the Credit Services Association’s code of conduct.

No, ACI and Perch do not add interest or charges. However, fees may apply if the account is referred to TM Legal.

We can set up a payment plan based on your financial situation. Alternatively, free debt advice is available from:

StepChange: 0800 138 1111
National Debtline: 0808 808 4000

Alternatively, you can contact us on 01253 256631.

To avoid further escalation, we want to work with you to understand your situation and prevent legal action. If you don't contact us, we may instruct TM Legal, solicitors specialising in recovering outstanding balances through the County Court.

If proceedings are issued and a County Court Judgment (CCJ) is granted, your balance will increase due to added Court Fees and Solicitor's costs.

Once a payment plan is set, we will only contact you to update you on your account status and balance. If you pay the full balance and if we are currently reporting the account status to the credit bureau, we will update your credit file to show that the account has been paid in full.

No, please contact us to discuss the many options available to you. Call us today at 01253 256631 or visit us online at www.aciuk.co.uk.