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We have lots of commonly asked questions, that might help you find the answer you are looking for.
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Our Customer Service team are online Monday - Friday 9am - 5pm.
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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 - 7:00pm |
| 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.
Our 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 3 working days.
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
Any complaints we have already received will be passed to the relevant lenders, along with any information that they need to investigate your complaint. We will issue you with a final response letter confirming when this has been done.
The FCA have confirmed that the lenders will be responsible for administering the redress scheme and complaints should be sent directly to them. Each finance company has details of how to complain on their website. Any complaints that we receive will be forwarded on to the lender, which may slow the process down.
Lenders will be required to write to all affected customers in due course, but if you wish to complain to them, the easiest way to find detail of who you have taken finance with, regardless of who you bought your car from, is to check your credit record with one of the credit reference agencies. Equifax have included a handy car finance checker that shows all of your finance agreements between 2007 and 2024 in one place.
Arnold Clark is a credit broker and not a lender. We introduce you to a limited number of carefully selected lenders and their finance products. We are also not an independent financial advisor; we provide details of products available from lenders that we work with, but no advice or recommendation is made.
The Financial Conduct Authority (FCA) (the regulator that regulates loans in the consumer motor finance sector) published the details of its motor finance redress scheme on 30 March 2026.
This confirmed that the lenders, rather than the dealers, need to contact customers, and sets out details of which arrangements are included in the redress scheme and the timeframes for the lenders responding to customers. Further details can be found at: https://www.fca.org.uk/consumers/car-finance-complaints.
Whilst it carried out its review, the FCA 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 31 May 2026. Following the pause, we will have the remainder of the 8-week deadline to provide customers affected with our final response.
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.
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