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Our Customer Service team are online Monday - Friday 9am - 4pm.
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0141 648 1088
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Write to:
Arnold Clark
Customer Services Department
454 Hillington Road
Glasgow
G52 4FN
| Monday - Friday | 8:30am - 8:00pm |
| Saturday | 9:00am - 12:00pm |
| Sunday | Closed |
We are committed to providing the highest level of customer service; however, we recognise there may be times when these expectations are not met.
This complaints process outlines how you can raise complaints, what you can expect from us in terms of response times and the escalation process if you are still not satisfied.
Please speak to the branch manager where you bought the car or the aftersales manager if it’s a complaint related to servicing. Our branch managers will respond to you within 24 hours.
If you are not satisfied with the response from our branch manager, please speak to our Customer Services department. Our Customer Service team will respond to you within 72 hours.
If a complaint cannot be resolved after you have contacted us, then you can refer the dispute to the following Alternative Dispute Resolutions (ADR) Service.
When the complaint is related to a financial service, this can be escalated to the Financial Ombudsman Service.
Our complaints processes have temporarily changed for some complaints affected by the Financial Conduct Authority's (FCA) review into the historical use of 'discretionary commission arrangements'. Read more
The Financial Conduct Authority (FCA) (the regulator that regulates loans in the consumer motor finance sector) is reviewing the historical use of ‘discretionary commission arrangements’ between lenders and motor dealers who act as credit brokers (for example, we act as a credit broker when we arrange some loans with consumers). Generally, discretionary commission arrangements were arrangements where the broker was allowed by the lender to adjust the interest rates they offered customers for car finance and the broker’s commission was linked to the interest rate that was set. The review is not focused on any particular dealer or lender, but is a review of the motor finance sector generally.
Whilst it carries out its review, for complaints that could be affected, the FCA has introduced a temporary pause to the 8-week deadline that we usually have to respond to complaints. This pause started on 11 January 2024 and will continue until 25 September 2024. Following the pause, we will have the remainder of the 8-week deadline to provide customers affected with our final response. For complaints that could be affected, the FCA has also implemented an extension to the usual 6-month period that complainants have to escalate their complaint to the Financial Ombudsman Service (FOS). Complainants will have 15 months to escalate their complaint to FOS instead.
This pause only impacts complaints where the credit agreement was taken out before 28 January 2021 and involved a discretionary commission arrangement. Complaints not affected by the pause will continue to be dealt with in accordance with our usual processes. For further details about our complaints processes, you can refer to our Complaints Policy.
If you have a complaint that may be affected by the review, we will let you know and explain the consequences of this.
If you would like any further information about the reasons for the pause and extension, you should visit www.fca.org.uk/car-finance-complaints.
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