Covid-19 service status updates | Covid-19 FPN FAQs 

 

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Service update

Our online applications will be unavailable on Wednesday 16th June between 1pm and 3.30pm UK time due to routine maintenance. Thank you for your patience.


Covid-19 fixed penalty notices

If you have received a Covid-19 fixed penalty notice (FPN) and have a question, please take a look at our frequently asked questions.

The quickest and easiest way to pay your FPN is to email us and request a link to pay online. If you are unable to do this, you may pay by post (see your FPN for details), or pay over the phone. 

Please note that it may take at least an hour to answer your call, so please only call us if you are unable to pay any other way: +44 (0)2380 451265 (Monday to Friday, 7:30am - 6:00pm UK time, excluding Bank Holidays).

This is a payment line only. We are unable to discuss your FPN with you. Please see the FAQs if you have a question.
 

Important message if you have emailed us requesting a payment link:

We are experiencing extremely high volumes of emails and calls, so there will be a delay in providing you with a link.
 
However, please be assured that you will receive your link, and the date we received your email will be taken into account when processing the appropriate fine amount.
 
In the meantime, please do not send further emails to ACRO, or call us, as this will result in further delays.

Please check your junk/spam email folders for emails from us.

​Thank you for your patience.

​08/04/2021 [last updated 13/05/2021]

 

Delays to Police Certificates and International Child Protection Certificates

If possible, please try to avoid contacting our Customer Services team regarding the status of your application. However, if your enquiry is urgent or you have concerns about when you are likely to receive your certificate our team is still contactable on the details below.


 


Police Certificates, International Child Protection Certificates and subject access requests



Please first click on the appropriate links for frequently asked questions and further guidance before contacting us:

Police Certificates

International Child Protection Certificates

Subject access 

 

For further support on these services, you can contact our Customer Services desk, which is open Monday to Friday between 7.30am and 7.30pm UK time, by email customer.services@acro.pnn.police.uk or by telephone +44 (0)2380 479 920.
 

There may be a delay to enquiries sent by email due to the large volume of requests we receive. We're sorry for any inconvenience.

 

If your enquiry relates to the disclosure services (DBS, Disclosure Scotland, AccessNI), please contact them directly. ACRO is a national police unit and has no affiliation with these services.

 


Record deletion



If you have an initial enquiry about making a record deletion application, please take a look at the Record Deletion page and the answers to frequently asked questions. These pages reference all the necessary information including a copy of the national guidance and application form.

 

For updates on the status of a record deletion application you have submitted, please email deletions@acro.pnn.police.uk and a member of the team will contact you within 72 hours. 


 


Suspect phone calls



We’ve been made aware of a pre-recorded telephone message via a mobile number, claiming to be from ACRO. If we need to contact you about your application, we will email you. If we do need to call you, we will never use a pre-recorded message.

We are investigating this, but in the meantime, if you receive such a call please hang-up and let us know: DataProtectionOfficer@acro.pnn.police.uk. Thank you.


 


Supporting the policing response to covid-19



ACRO is supporting the policing response to the Covid-19 pandemic and worked to provide a solution very quickly to administer fixed penalty notices (FPNs).

As part of this administration, we process all payments of FPN fines issued under coronavirus legislation on behalf of police forces in England and Wales.
 
The funds from these payments are held by ACRO in a separate bank account used solely for this purpose.
 
Funds are being paid over to local authorities in England and Wales in line with legislation.
 

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ACRO Criminal Records Office is hosted by Hampshire Constabulary under the direction and control of the Chief Constable pursuant to a collaboration agreement made under section 22A of the Police Act 1996.

For further information, please take a look at our frequently asked questions.
 

For all press enquiries relating to ACRO please contact communications@acro.pnn.police.uk

 

Raising a concern 


 

If you are dissatisfied with the level of service you have received from ACRO and would like to raise a concern, please see Raising a concern with ACRO - guidance for the public.
  


Jobs and recruitment enquiries


 

We're always looking for talented and enthusiastic people to join our workforce.

 

For full details on our current vacancies and who to contact for more information, please take a look at the Join us page.
  


Police forces and other agencies


 

If you work for a police force or other law enforcement agency, please use the contact details below. 
  

+44 (0)1489 569 800
 

enquiries@acro.pnn.police.uk  

 


Media enquiries


 

Members of the media can contact ACRO's Communications Team between Monday and Friday during office hours UK time.
 

We handle all media enquiries relating to the work of ACRO Criminal Records Office.

 

communications@acro.pnn.police.uk  

 


Freedom of Information   



See About Us 

 


Postal address





General post:


ACRO

PO Box 481
Fareham
Hampshire
PO14 9FS
United Kingdom 

           

Subject access post:


 

ACRO (SAR)
PO Box 623