We want to give you the best possible service. However, if at any point you become unhappy with the service we have provided to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you.

Complaints can be made by any reasonable means: ie telephone, e-mail, in person, or in writing. Any written complaint this should be addressed to:-

45a The Broadway,
Darkes Lane,
Potters Bar,
Herts &nbps; EN6 2HZ.

ACRs claims procedure is to either rectify the complaint within 4 weeks or confirm when it will be resolved. Total resolution of the complaint will be within 8 weeks of receipt. If your complaint has not been resolved within 8 weeks you may refer the complaint to the Legal Ombudsman.

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:-


Call 0300 555 0333 between 8.30am to 5.30pm.

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines.

Calls are recorded and may be used for training and monitoring purposes.

For minicom call 0300 555 1777


Legal Ombudsman,
PO Box 6804,

Do not send original documents to the Legal Ombudsman. They will scan any documents you send us to make computer copies and then destroy the originals.