Treating
customers fairly

We aim to put the interests of our customers first and treat them fairly at all times.

Our commitment to treating customers fairly

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

To do this, Arnold Clark and its employees follow these steps:

Arnold Clark Product Consultants

Regulatory compliance

  • Arnold Clark are open and transparent in their dealings with regulators. Frequent meetings with regulators ensure the company maintains compliance, upholds best practices and continues to make improvements where required.
  • Arnold Clark follows the FCA's Consumer Duty principle, which requires businesses to deliver good outcomes for customers.
  • Arnold Clark takes customer privacy very seriously and adheres to data protection regulations.
  • Arnold Clark have a primary authority agreement with Trading Standards and are regularly audited and reviewed.
Arnold Clark Product Consultant at desk with computer

Clear communication

  • Arnold Clark aims to keep customers informed throughout the entire customer journey, both before, during and after point of sale.
  • The company provides clear information about its products and services, including fees and terms, in a way that is easy to understand and not misleading.
  • Arnold Clark welcomes customer feedback, and listens to customers' requirements to form an understanding of their needs.
Arnold Clark Product Consultant showing customer a new car

Fair pricing and value

  • Arnold Clark's Treating Customers Fairly Policy is based on the company's mission statement - 'to offer genuine value for money and create high levels of customer satisfaction' which is still a guiding principle for employees.
  • Arnold Clark offers a wide range of products at different price points, ensuring there's something for every budget, while also maintaining a commitment to quality and service.
Customer sitting in car with Arnold Clark Product Consultant outside

Service and customer experience

  • Arnold Clark aims to provide customers with a seamless and hassle-free car-buying experience with a highly efficient, effective and simple customer journey - both online and in person.
  • The company ensures that all branches are well-maintained and inviting to provide a pleasant environment for customers.
  • All employees receive extensive training so they can provide a personalised service to each customer, and advice that is tailored to their own unique circumstances.
  • Arnold Clark also has a dedicated Customer Services department to help customers and provide support when required.
Arnold Clark Product Consultant sitting with customer at desk

Continuous improvement

  • Arnold Clark reviews complaints and other data to identify areas for improvement across its departments.
  • Wherever possible, Arnold Clark 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 customers.
  • All employees receive regular training to ensure their skills and knowledge are up to date with changing technologies and automotive developments.
  • Arnold Clark is committed to ensuring the social, economic, and environmental tenets of sustainability through all aspects of its business operations - led by its sustainability strategy SENSE.

Complaints

Arnold Clark responds to customer complaints and disputes promptly and professionally, with a dedicated procedure to ensure customers are updated on their progress.

To find out more about the complaints process and ways to contact us, visit our Customer Services page.

We are members of the:

Scottish Motor Trade Association Retail Motor Industry Federation National Conciliation Service