During the coronavirus pandemic, ACRO Criminal Records Office remains committed to its purpose of safer communities in the UK and across the world.
We are endeavouring to maintain business as usual, providing key criminal records information services that are vital to members of the public, as well as to law enforcement and criminal justice agencies globally.
As a key part of the policing family in the UK, we are also offering support to forces and agencies throughout the country.
We are regularly reviewing demand and resources, prioritising the safety of our staff alongside that of the communities we serve.
Most of our services are operating at business as usual service levels but there are a number of areas where delays may still occur. If we experience delays that are not included in this list when handling your request you will be contacted by a member of our teams
Services to the public
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 either by email, email@example.com or by telephone +44 (0)2380 479 920.
In addition postal services are taking much longer to deliver due to the pandemic.
Due to these delays, we will not consider a document to be “Lost in post”, until:
||Rest of the World
|Day 15 after despatch
||Day 20 after despatch
||Day 40 after despatch
Record deletion requests
There continue to be delays in our receipt of a decision from some forces. Once ACRO has received a decision, we will process this in accordance with our usual turnarounds.
Right of access to personal information held by ACRO
We will continue to prioritise requests for personal information in line with national guidance. We will contact you individually if we think your application may take longer.
Court orders submitted to ACRO will be dealt with as a priority due to the judicial timeframes set by the court. These will be processed under the current terms, relying on third countries to process the request and provide the appropriate response. Many countries are experiencing difficulties due to the coronavirus and are prioritising different functions within their organisations. Response times may therefore be delayed.
International timeframes are as follows:
• EU countries responding to requests for criminal proceedings: 20 working days.
• EU countries responding to requests for non-criminal processings are not bound to a response timeframe.
• Non-EU countries are not bound to a specific turn around agreement.
For specific information regarding your case circumstances, please email your query to the ACRO court order mailbox
Covid-19 fixed penalty notices
If you have received a Covid-19 fixed penalty notice and would like to make payment, please call us on 02380 451265.
If you have a question regarding your fixed penalty notice, please take a look at our frequently asked questions.
If you have a specific enquiry about our services during the coronavirus pandemic, please contact us.
Updated 7th January 2020