Police Certificates Terms and Conditions of Service


    The following terms and conditions relate to the Police Certificates service provided by ACRO Criminal Records Office (ACRO). Please read these terms and conditions carefully.




    1. You will be provided with your Police Certificate only if you have provided the following:

    • A completed application form 
    • Two current proofs of address (one must be less than 6 months old)
    • A copy of your passport(s) / travel document(s)
    • A passport photo
    • Payment
    • Power of attorney / legal documents (if applicable)
    • Your application must be endorsed

    2. The provisions of the Data Protection Act mean that in certain circumstances we will not provide some personal data. You will not be provided with personal data if:

    1. Releasing it to you would be likely to prejudice a criminal investigation;
    2. It identifies other individuals;
    3. It is not relevant for your Police Certificate

    3. Certificates are prepared in accordance with ACPO Retention Guidelines (please note that the ACPO retention guidelines are also applied to Northern Irish, military and overseas convictions)

    4. ACRO will not accept responsibility for Police Certificates that are rejected by the relevant embassy, high commission or requiring authority of a country. Other than for Australia, Belgium, Canada, Cayman Islands, New Zealand, South Africa or USA, it is your responsibility to check if a Police Certificate is acceptable.



    Your application

    1. You must complete your application in English. If you fail to complete your application in English you may not receive your Police Certificate and you will not be refunded.

    2. We reserve the right to request original identity documentation. Where we request original documents they will be returned to you by registered post.

    3. We reserve the right to request additional information or clarification. Your application will not be processed without the requested information.

    4. If we request additional documentation, information or clarification and you do not reply by the date specified, we will cancel your application.

    5. We aim to dispatch your Police Certificate within the agreed service time (two working days for premium or ten working days for standard, not including day of receipt or dispatch).

    6. ACRO cannot be held responsible for items lost or delayed in the post by the postal service or third party delivery companies 

    7. ACRO adhere to the Royal Mail lost in post policy and will not send any replacements free of charge until your item is considered lost under this policy.

    8. The information you have provided in this application form must be accurate and you must be the individual to whom it relates.

    9. You must have declared all the names by which you have ever been known.

    10. ACRO will make any enquiries it deems necessary in order to process your application or to verify the information you have provided.

    11. Your application may be delayed if any of the following occurrences take place:

    • You fail to complete the application form correctly
    • You do not apply the correct postage (for postal applications only)
    • You do not provide the required supporting documents 
    • You do not provide the correct payment
    • You send your application to the incorrect address for the service level required (postal applications only)
    • You are subject to an impending / outstanding prosecution(s)
    • Searches are required of historical police databases
    • Searches are required of other law enforcement databases
    • There is an unforeseen event or occurrence such as postal service restrictions, adverse weather conditions or computer system failure




    1. We will only contact you in relation to your Police Certificate if necessary, by phone, email or letter.

    2. The information you provide in your application will be used for processing your request and for any other policing purpose.

    3. The information supplied within your application and the information on the Police National Computer (PNC) record to which your application relates may be passed to other police agencies and government organisations in the interests of law enforcement.

    4. If you impersonate or attempt to impersonate another person you may be guilty of an offence.

    5. If you are an agent or principal-in-fact (i.e. you hold power of attorney) and are making an application on someone’s behalf, you must have provided the power of attorney documents as evidence.

    6. We will not discuss or provide details about your application with another party without your prior consent (with the exception of 3.1 & 3.2).

    7. We may send the photograph you have provided in the application to your endorser to confirm that it is a true likeness of yourself. Please be aware that whilst the email will be sent from ACRO's secure network, unless the endorser has a secure email address the delivery to their personal inbox is an insecure connection via the public internet. ACRO cannot accept responsibility for any loss or inappropriate access to the email once it has left the ACRO secure network. It is the responsibility of the applicant to ensure that the email address submitted is accurate.

    8. We will securely store your personal information on our systems for 12 months.




    1. Payment of the fee for the service and optional extras is due in full at the time of making your application.

    2. 1st class postage of your disclosure to a UK address or standard airmail to an overseas address is included in the service fee.

    3. ACRO will not be held responsible for any additional charges by your bank or card issuer.



    Cancellations and refunds

    1. If you cancel your application or we cannot process your application because you have failed to respond to requests for information, we will deduct an administration fee of £10.00 from any refund.



    Overpayments and refunds

    1. If you overpay by £10.00 or less we will not be able to refund you. ACRO will in the first instance upgrade your service where possible. If this is not possible we will donate any remaining money to charity.

    2. If you overpay by more than £10.00 we will contact you to arrange a refund or to obtain your agreement to donate the overpaid amount to charity. All refunds will be paid in UK Pounds Sterling.


    Complaints and disputes

    1. Complaints regarding our services should be made to our Customer Services department via email to customer.services@acro.pnn.police.uk or by letter to: ACRO, PO Box 481, Fareham, Hampshire, PO14 9FS, (UK). We will endeavour to acknowledge your complaint within two working days of receipt and we will endeavour to resolve your complaint within 28 days.

    2. Disputes regarding the information provided to you should be made by phone, email or letter.

    3. ACRO will not be held responsible for errors in records held on national police systems. If you do not agree with the information on your Police Certificate, ACRO will verify that the disclosure is an accurate reflection of a) the information you have submitted in your application, and b) the information held on national police systems. If you would like to dispute the information held about you on national police systems, ACRO will refer you to the relevant data owner (usually the police force or agency that created the record).