Controlaccount Reviews 

I spoke to John at Controlaccount about setting up a payment plan due to my circumstances I’ve been finding things difficult and he was very concise and helpful

My enquiry was dealt with by a delightful lady called Sam (Agent Code 520).
Sam was extremely helpful & pleasant, she dealt with my enquiry so quickly & efficiently. In addition she answered all of my questions & provided me with the necessary links to HMRC for further guidance.
Such a pleasure to speak with someone as bright & helpful as Sam, many thanks.

I had a chat with Henna and she was so calm and patient. Very helpful as well in dealing with my grievances.

I am very dissatisfied with the handling of a DHL invoice dispute. I never received the original DHL invoice. On 5 October 2026, Controlaccount demanded £120.74 and warned of possible legal proceedings. I emailed their Legal Department that day asking for the original invoice, a breakdown of the additional charges and written confirmation that the case would be put on hold. I also contacted DHL.

As of 28 October, I have received no substantive response to those emails. Instead, Controlaccount sent further reminders on 9, 14 and 21 October warning of escalation, additional costs and possible restrictions with DHL. An earlier response had refused to provide information without account-holder authority and directed me to telephone them, even though the demands were being sent to the same email address.

I am willing to pay a properly evidenced original DHL charge. I need the invoice and an explanation of the amount claimed, not repeated warnings while my written questions remain unanswered. I have requested that this be resolved by email and have now escalated a formal complaint. In my experience, the communication and complaint handling have been very poor.

You should be ashamed of yourself working here. I was in tears down the phone. The man refused to help me. Spoke to me like I was shit on his shoe.

You’re a disgrace.

Tanya. She was incredibly helpful and dealt with my query instantly. Straightforward and no hassle.

I am extremely dissatisfied with the way this matter has been handled.

The original correspondence arrived late, and when I contacted you by telephone for payment to discuss the matter, I was informed that a further letter had already been generated containing additional charges, which you are now demanding payment for.

I find it completely unreasonable that additional charges should be imposed when the initial correspondence was received late, leaving insufficient opportunity to respond before further fees were added.

The whole process feels deeply unfair and raises serious concerns about the way these charges are being administered, particularly given FedEx’s involvement in the process.

I would therefore ask that the additional charges be withdrawn and that this matter be reviewed formally. Please also provide a clear explanation of the timeline, including when the original correspondence was issued, when the additional charges were applied, and the basis on which you believe those additional charges are justified.

John was excellent helped me and was very kind helpful and efficient

We had a wonderful experience with Katherine. She was incredibly helpful, patient, and professional throughout the entire process. She took the time to understand the situation, provided clear guidance, and went above and beyond to help resolve our issue.

Katherine was truly a pleasure to deal with and made what could have been a stressful experience feel easy and straightforward.

Thank you, Katherine, for your outstanding support and kindness!

Quick and efficient many thanks Henna

These guys act for Fedex, what a complete shambles they are, send threatening demands which have no actual justification and just demonstrates the poor Fedex accounting system and poor customer service. Even after spending a great amount of time proving that the invoices are not due and that they already have been paid, the two organisations cannot talk to each other and get things right. They even send demands for invoices you have just received but should be 30 days credit. If they send you a demand, or ring you, be prepared you are in for the long haul, they dont go away even when you have resolved it and owe them nothing, it makes you question your choice of courier service with Fedex if this is the company they get to act on their behalf. Even worse, we have been a Fedex customer for 15 years. Be warned.

I was speaking with a man named John, who was very quick to sort out my issue and great help!

I Contacted chat online, regarding a disputed amount.
I was speaking with John online, who resolved my query very quickly and emailed confirmation of same

I spoke to Henna and then John about helping set up a debt payment plan which they were extremely helpful and helped ease my nerves.

Thank you very much very polite and helpful

John was very helpful

After only a short holding period I was able to speak to an agent (Sam), who listened well, spoke professionally and courteously, and responded promptly . She promised an email would be sent within a few minutes to close the account, and it was received by the time I had put down the phone. Excellent service.

Very clear and polite instructions from Nabil.

Very helpful Agent John 386 helped me with my question about account and providing me the information I required. Thank you

The gentleman call handler, John, listen to my concerns and looked into the issue that I had raised and solved it.
He was polite and courteous throughout.
He sent me a link straight away to be able to pay what we owed.

My father had a medical emergency whilst on holiday in the UK from South Africa and his medical aid failed to pay the resulting NHS medical bill. We only found out when the NHS sold the debt to ControlAccount, and of course we were very concerned given it's a collections agency. They were brilliant in supporting us whilst we got the medical aid to correct their payment and their staff were always friendly and helpful.