Feel free to chat with us online and we will help you as soon as possible. We are available online Monday to Friday, 8:30am to 6:30pm. Alternatively, if you’d rather hear a friendly voice, you can always give us a call on 01932 251 000*.
Help Centre
Browse our topics for instant answers to your question.
Below you will find details of our frequently asked questions that may be helpful to you. If you are still unsure about what to do next, please do get in touch with us.
FAQs
About ARC Europe Ltd.
Our offices are open Monday to Friday 8.30am – 6.30pm and on selected Saturdays between 9am – 1pm
However, you can manage your account online at any time of day or night by using our self-service options here. This gives you the freedom to manage your account as you choose, when it works best for you.
My account
We are here to help ensure that your balance is managed with a suitable solution based on your financial circumstances. Please get in touch with our friendly team member by webchat or call us on 01932 251 000* to discuss and update us on your current circumstances.
If you’d like to change your payment date, please contact us by webchat or call us on 01932 251 000* to speak with a member of the team who can help with this for you.
We understand that debt can be overwhelming, and everyone’s circumstances are different. Our friendly customer support team can assist you in managing your account, or if you’re in need of independent debt advice, you can find information on free debt advice services as below.
Payplan
Free, confidential debt help from experts, offering debt solutions from setting up debt management plans to bankruptcy or insolvency.
- Services offered:
- Telephone, Online
- Contact:
- 0800 280 2816 (Mon-Fri 8am–8pm; Sat-Sun 9am–3pm)
- Website:
- www.payplan.com
- Covers:
- United Kingdom
Money Helper
Free and impartial money advice, set up by government and providing guidance across a wide range of money matters including a number of useful tools and calculators to help people manage their money. Their online service can direct you to specific organisations in England, Wales, Scotland and Northern Ireland.
- Services offered:
- Telephone, Online
- Contact:
- 0800 138 7777 (Mon-Fri 8am-6pm) Welsh 0800 138 0555
- Website:
- www.moneyhelper.org.uk
- Covers:
- United Kingdom
StepChange Debt Charity
A charity offering expert, tailored advice and practical solutions to problem debt from Debt Management Plans to bankruptcy and insolvency options.
- Services offered:
- Telephone, Online
- Contact:
- 0800 138 1111 (Mon-Fri 8am-8pm; Sat 9am-3pm)
- Website:
- www.stepchange.org
- Covers:
- United Kingdom
National Debt Line
A free telephone debt advice service running a debt helpline and website offering free debt help tools and solutions including debt management plans and bankruptcy or insolvency options.
- Services offered:
- Telephone, Online
- Contact:
- 0808 808 4000 (Mon-Fri 9am-9pm; Sat 9.30am-1pm)
- Website:
- www.nationaldebtline.org
- Covers:
- England, Scotland and Wales
Debt Advice Foundation
A registered national debt advice and education charity offering free, confidential support and advice to anyone worried about loans, credit and debt. Support includes debt from debt management plans, bankruptcy or insolvency options and debt consolidation.
- Services offered:
- Telephone, Online
- Contact:
- 0808 043 4050 (Mon-Fri 8am-8pm; Sat 9am-5pm)
- Website:
- www.debtadvicefoundation.org
- Covers:
- England, Scotland and Wales
Christians Against Poverty
A charity specialising in debt counselling for people in financial difficulty, including those in need of bankruptcy or insolvency.
- Services offered:
- Face to Face, Telephone, Online
- Contact:
- Find your local CAP Debt Centre online
- Website:
- www.capuk.org
- Covers:
- United Kingdom
Citizens Advice
Citizens Advice offers free, independent, confidential and impartial debt advice online and through local bureaus as well as advice in other areas such as benefits, housing, relationship, employment, money and legal help.
- Services offered:
- Face to Face, Home Visits, Telephone, Online
- Contact:
- Find your local bureau to arrange an appointment or telephone contact
- Website:
- www.citizensadvice.org.uk
- Covers:
- United Kingdom
Further Support Organisations
Mind
A mental health charity offering information, advice and support to people with mental health problems.
- Services offered:
- Telephone, Online
- Contact:
- 0300 123 3393 (Mon-Fri 9am-6pm)
- Website:
- www.mind.org.uk
- Covers:
- United Kingdom
Samaritans
A charity offering round the clock emotional support for anyone suffering from emotional distress, struggling to cope, or at risk of suicide.
- Services offered:
- Face to Face, Telephone, Online
- Contact:
- 116 123 (United Kingdom) 116 123 (Republic of Ireland) (Mon-Sun 24hours)
- Website:
- www.samaritans.org
- Covers:
- United Kingdom, Republic of Ireland
Disability Rights UK
A charity offering budget advice as well as other support and assistance for disabled people.
- Services offered:
- Telephone, Online
- Contact:
- 0330 995 0404 (Tue & Thur 9.30am -1.30pm)
- Website:
- www.disabilityrightsuk.org
- Covers:
- United Kingdom
Shelter
A charity helping people with bad housing or homelessness through advice, support and legal services.
- Services offered:
- Face to Face, Telephone, Online
- Contact:
- 0808 800 4444 for urgent assistance (Mon-Fri 8am-8pm; Sat 9am-5pm)
- Website:
- www.shelter.org.uk
- Covers:
- United Kingdom
Please forward all correspondence to your third party as soon as possible and ask them to get in touch with us to help to reach a solution on your behalf.
To stop your account from progressing to a later stage, please give us a call on 01932 251 000* to provide us with the details of your appointed third party.
Payment & options
Pay by Card
Make a secure one off payment online.
Call our 24 Hour Payment Hotline on 01332 647693* and follow our secure payment instructions.
Call our Customer Support Team on 01932 251000* to make a one off payment or recurring payment (known as Continuous Payment Authority) using a debit or credit card.
At a Branch of Barclays Bank
You can pay cash or cheque at any Branch of Barclays as long as you have either a pre-printed paying in slip that we have sent you (which is found on the reverse of our standard letters) or you have a Barclay’s debit card. If only using your Barclays debit card, you must remember to write our reference number on the payment slip where indicated otherwise the funds will not reach your account with us.
Our Barclays Bank account details are:
Sort code - 20-72-33
Account No - 40678864
If you’ve missed a payment, there’s no need to panic. If it’s within 10 days of the due date you can simply make a payment online now using this link alternatively get in touch with our team by webchat or call us on 01932 251 000* or log in to your account to reset your arrangement.
If you’d like to change your payment date, please contact us by webchat or call us on 01932 251 000* to speak with a member of the team who can help with this for you.
Credit report
We will never make any changes to your credit file directly. But we will promptly let our client know the status of your account, who will then amend your credit file as appropriate.
As your credit file is updated by our client, we are unable to provide an exact time frame. Our client will update your file accordingly once they receive the funds from us. Reporting is usually done once a month, so please allow 45 days after they receive the funds from our office, which may take up to 30 days after you made your payment. 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.
The following organisations can provide customers with specific needs, support and information.
Credit Reference Agencies
The companies below allow you to check your personal credit record and score for a small fee. This will give you an idea of your credit health and can allow you check to make sure there are no mistakes or that you haven’t missed any payments without realising it.
Equifax
Experian
Access to Credit Score and Report
Organisations allow you to access your credit score and report for free.
ClearScore
Disputes & complaints
We pride ourselves in providing an excellent service to our customers but we understand there may be a small number of cases where things have not gone as expected. We take your feedback and any complaints we receive from you very seriously.
We have a formal Complaint Procedure in place which is fully compliant with the Credit Services Association and the Financial Conduct Authority’s requirements.
Make a complaint by phone
Speak to one of our trained agents on
01932 251000*
(calls may be recorded for quality and training purposes)
Make a complaint by email
Make a complaint by letter
Send your complaint in writing to:
ARC (Europe) Ltd.
Kent House
Churchfield Road
Walton-on-Thames
Surrey
KT12 2TU
What if I am not happy with your response to my complaint?
If, after receiving a final response from us, you do not feel that your complaint has been dealt with satisfactorily, then you can contact the following organisations:
Credit Services Association
Complaints Department
- Address:
- 2 Esh Plaza
Sir Bobby Robson Way
Great Park
Newcastle upon Tyne
NE13 9BA - Telephone:
- 0191 217 0775
- Email:
- complaints@csa-uk.com
- Website:
- www.csa-uk.com
Alternatively, if your complaint relates to a Consumer Credit Agreement (we will advise you if this is the case) and you are not satisfied with the outcome of our investigation or the handling of your complaint, you can further your complaint to:
The Financial Ombudsman Service
- Address:
- Exchange Tower
London
E14 9SR - Telephone:
- 0300 123 9123 (calls to this number cost no more than calls to 01 and 02 numbers) or
0800 023 4567 (calls to this number are now free on mobile phones and landlines).
Phone lines are open from 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays. - Email:
- complaint.info@financial-ombudsman.org.uk
- Website:
- www.financial-ombudsman.org.uk
Other queries
Please give us a call on 01932 251 000* to let us know.
Please give us a call on 01932 251 000* to let us know. While we do need authorisation from the customer to speak to you in detail, we will listen to you and help you to deal with the account as appropriate in the circumstances.
We’re here when you need us
Our friendly team members are always here to help our customers with their outstanding accounts. How can we help you?
You can access your account 24/7 here
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