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Home > Complaints


ACI aim to provide a very high standard of service and treat every customer fairly.

How can I make a complaint?

ACI aim to provide a very high standard of service and treat every customer fairly. However, like any business, we may not always get things right.

If you have a complaint about any aspect of our service, then we would like to hear from you. We take these matters very seriously. You can contact us by telephone or in writing. To help us to investigate and resolve your complaint as soon as possible, please contact the department with which you have most recently been in communications with.

What is your complaints procedure?

On receipt of a complaint we will try to resolve your concerns as soon as possible. If we are unable to resolve the matter within five working days, we will write to you to provide an update. We aim to provide a full response to all complaints within eight weeks.

If you are not satisfied with our final response, you may be eligible to refer the matter to the Financial Ombudsman Service. You must do this within six months of our final response. You can find more information about this service at or contact them by telephone or in writing.

ACI is a member of the Credit Services Association (CSA) and we subscribe to their Code of Practice. If you believe we have breached this code at any point, you can contact them to log your concerns. A copy of the code, including details of how you may refer your complaint to the CSA, is available on their website

Your complaints are important to us as it gives us an opportunity to look at the way we do things from your point of view. Below is a summary of the complaints we’ve handled between the 1st of April 2022 and the 31st of March 2023, as reported to the FCA.

  Number of complaints opened Number of complaints closed Percentage Upheld
Debt collecting 569 540 31.63%

Please note this does not include cases that are not reportable to the FCA, such as complaints received by ACI that are about the action or inaction of a third-party firm or those associated with accounts or activity that are not covered by FCA regulations.

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