Treating
Customers
Fairly

Arnold Clark Automobiles Limited is committed to ensuring that the principle of treating customers fairly is applied responsibly and with integrity throughout all aspects of our day-to-day business.

In practical terms, this means we ensure:

• Our branches are orderly, well maintained and inviting, providing a pleasant environment for our customers.
• We have an industry leading sales process that provides a highly efficient, effective and simplified experience.
• The products and services we offer are suited to our customers, competitively priced and presented in a way that’s easy to understand.
• Our carefully selected business partners are also committed to this core principle of treating customers fairly.

Staff

Our treating customers fairly policy is based on our company mission statement, and has become the guiding principle for our staff. We aim to ensure all our staff achieve the following:

• Be friendly, helpful and courteous.
• Listen to customers’ requirements and understand their needs.
• Provide accurate and relevant information in a clear and fair manner that is not misleading.
• Assist wherever possible at all times.

Customer experience

Our overall aim is to ensure that all customers are entirely satisfied with all aspects of communication with the company before, during and after a purchase.

Continuous improvement

Wherever possible, we will act upon customer feedback and management information to develop and improve the company's processes and procedures with the aim of exceeding the expectations of our customers.

Complaints

If you’re unhappy with any aspect of dealing with the company, we’d like to hear about it. You can pick up a leaflet with information about our complaints procedure in one of our branches. Or, you can contact our Customer Services department:

• Write to:
  Arnold Clark
  Customer Services Department
  454 Hillington Road
  Glasgow
  G52 4FN
  
• Online:
  Fill out our online form
• Call:
  0141 648 1088
• Fax:
  0141 433 2132

If you need more information on our complaints handling procedure you can download our customer services leaflet, which has information on how to contact us, complaints handling processes and next steps if you have already contacted us.

Where a complaint does not relate to a financial service, and cannot be resolved after you have contacted us, then you may refer the dispute to the following Alternative Dispute Resolutions (ADR) service: The National Conciliation Service (”NCS).