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Home > Complaints

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 www.financial-ombudsman.org.uk 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 www.csa-uk.com.

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