Arnold Clark

Complaints Publication Report

Firm name: Arnold Clark Automobiles Limited

Group: n/a

Other firms included in this report (if any): n/a

Period covered in this report: 1st January 2017 – 30th June 2017

Brands/trading names covered:

Arnold Clark Automobiles Limited

ABC Cars Direct ABC Direct ABC Vans Direct Arnold Clark Arnold Clark Motorstore Autoparts Autoparts Garage Equipment buydirectmotors Arnold Clark Used Car Centre (Perth) Arnold Clark Citroen/DS (Armadale) Arnold Clark Citroen/DS (Perth) Arnold Clark Citroen/DS (Stirling) Arnold Clark Commercial Care (Cumbernauld) Arnold Clark Commercials (Shiremoor) Arnold Clark Fiat (Broxburn) Arnold Clark Fiat (Dunfermline) Arnold Clark Fiat (Kirkcaldy) Arnold Clark Fiat (Paisley) Arnold Clark Fiat (Perth) Arnold Clark Fiat/Kia/Abarth (Glasgow) Arnold Clark Fiat/Ford/Kia/Abarth (Dundee) Arnold Clark Fiat/Jeep/Abarth (Ashton-in-Makerfield) Arnold Clark Fiat/Abarth (Ayr) Arnold Clark Fiat/Abarth (Elgin) Arnold Clark Fiat/Kia (Aberdeen) Arnold Clark Fiat/Kia/Abarth (Edinburgh - Seafield) Arnold Clark Fiat/Motorstore/Jeep/Abarth (Oldbury) Arnold Clark Fiat/Motorstore/Abarth (Stourbridge) Arnold Clark Fiat/Motorstore (Edinburgh - Sighthill) Arnold Clark Fiat/Prestige & Performance (Grangemouth) Arnold Clark Ford (Aberdeen - Lang Stracht) Arnold Clark Ford (Ayr) Arnold Clark Ford (Carlisle) Arnold Clark Ford (Clydebank) Arnold Clark Ford (Greenock) Arnold Clark Ford (Hexham) Arnold Clark Ford (Kilmarnock) Arnold Clark Ford (Paisley - Linwood) Arnold Clark Ford (Peterhead) Arnold Clark Ford (Shiremoor) Arnold Clark Ford (Strathaven) Arnold Clark Ford/Citroen (Penrith) Arnold Clark Ford/Citroen/DS (Workington) Arnold Clark Ford (Dumfries) Arnold Clark Ford/Fiat (Rutherglen) Arnold Clark Ford/Hyundai/Citroen/Mazda (Aberdeen - Craigshaw) Arnold Clark Ford/Seat/Used Car Centre (Newcastle) Arnold Clark Vauxhall (Ayr) Arnold Clark Kia (Kirkcaldy) Arnold Clark Used Car Centre (Glasgow - Shields Road) Arnold Clark Hyundai/Seat (Glasgow - Alexandra Parade) Arnold Clark Kia (Altrincham) Arnold Clark Kia (Cumbernauld) Arnold Clark Kia/Jeep (Perth) Arnold Clark Mazda (Stirling) Arnold Clark Motorstore (East Kilbride) Arnold Clark Motorstore (Edinburgh - Seafield) Arnold Clark Motorstore (Glasgow - London Road) Arnold Clark Motorstore (Huddersfield) Arnold Clark Motorstore (Leyland) Arnold Clark Motorstore (Motherwell) Arnold Clark Motorstore (Preston) Arnold Clark Motorstore (Stafford) Arnold Clark Motorstore (Stoke-on-Trent) Arnold Clark Motorstore (West Bromwich) Arnold Clark Motorstore/Fiat (Leeds) Arnold Clark Motorstore/Hyundai (Inverness) Arnold Clark Motorstore/Mazda/Kia (Liverpool) Arnold Clark Hyundai/Seat/Prestige & Performance (Glasgow) Arnold Clark Vauxhall (Livingston) Arnold Clark Citroen (Paisley - Linwood) Arnold Clark Motorstore (Perth) Arnold Clark Hyundai (Stirling) Arnold Clark Peugeot (Ayr) Arnold Clark Peugeot (Clydebank) Arnold Clark Peugeot (Glasgow) Arnold Clark Peugeot (Inverness) Arnold Clark Peugeot /Toyota /Prestige & Performance (Kilmarnock) Arnold Clark Peugeot/Mazda (Kirkcaldy) Arnold Clark Peugeot/Renault/Dacia (Huddersfield) Arnold Clark Prestige & Performance (Irvine) Arnold Clark Renault/Dacia (Bearsden) Arnold Clark Renault/Dacia (Bishopbriggs) Arnold Clark Renault/Dacia (Blackpool) Arnold Clark Renault/Dacia (Dumbarton) Arnold Clark Renault/Dacia (Dumfries) Arnold Clark Renault/Dacia (Glasgow) Arnold Clark Renault/Dacia (Grangemouth) Arnold Clark Renault/Dacia (Paisley) Arnold Clark Renault/Dacia (St. Helens) Arnold Clark Renault/Dacia (Stirling) Arnold Clark Renault/Dacia (Warrington - Gemini Retail Park) Arnold Clark Renault/Dacia (Wigan) Arnold Clark Renault/Hyundai/Dacia (Dundee) Arnold Clark Renault/Dacia (Preston) Arnold Clark Renault/Peugeot/Skoda/Seat/Dacia (Edinburgh - Seafield) Arnold Clark Seat/Skoda (Paisley) Arnold Clark Toyota (Aberdeen) Arnold Clark Toyota (Ayr) Arnold Clark Toyota (Bishopbriggs) Arnold Clark Toyota (East Kilbride) Arnold Clark Toyota (Glasgow) Arnold Clark Toyota (Paisley - Linwood) Arnold Clark Toyota (Stirling) Arnold Clark Used Car Centre (Birtley) Arnold Clark Vauxhall/Used Car Centre (Glenrothes) Arnold Clark Used Car Centre (Newcastle) Arnold Clark Used Car Centre (Warrington - Farrell Street) Arnold Clark Kia (Aberdeen) Arnold Clark Van Centre (Glasgow) Arnold Clark Vauxhall (Alloa) Arnold Clark Vauxhall (Glasgow - North) Arnold Clark Vauxhall (Glasgow - South) Arnold Clark Vauxhall (Greenock) Arnold Clark Vauxhall (Kendal) Arnold Clark Vauxhall (Lenzie) Arnold Clark Vauxhall (Manchester) Arnold Clark Vauxhall (Morecambe) Arnold Clark Vauxhall (Stirling) Arnold Clark Vauxhall (Stoke) Arnold Clark Vauxhall (Winsford) Arnold Clark Vauxhall (Blackpool) Arnold Clark Vauxhall (Dundee) Arnold Clark Vauxhall (Glasgow) Arnold Clark Vauxhall (Paisley - Linwood) Arnold Clark Vauxhall/Fiat (Salford) Arnold Clark Vauxhall/Ford (Milngavie) Arnold Clark Vauxhall/Kia (Northwich) Arnold Clark Volkswagen (Glasgow - North) Arnold Clark Volkswagen (Glasgow - South) Arnold Clark Volkswagen (Greenock) Arnold Clark Volkswagen (Helensburgh) Arnold Clark Volkswagen (Paisley - Linwood) Arnold Clark Volkswagen (Rutherglen) Arnold Clark Volkswagen (Wishaw) Arnold Clark Volvo (Aberdeen) Arnold Clark Volvo (Stirling) Arnold Clark Volvo/Skoda (Inverness) Arnold Clark Ford/Mazda (Glasgow - South Street) Mercedes-Benz of Aberdeen Mercedes-Benz of Dundee Mercedes-Benz of Grangemouth Mercedes-Benz of Inverness Mercedes-Benz of Perth Smart of Inverness Smart of Dundee Arnold Clark Vauxhall (West Calder) Arnold Clark Citroen (Inverness) Arnold Clark Renault/Dacia (Inverness) Arnold Clark Renault/Dacia (Elgin) Arnold Clark Renault/Dacia (Perth) Arnold Clark Vauxhall (East Kilbride) Arnold Clark Seat (Benton) Arnold Clark Volkswagen (Bathgate) Arnold Clark Volkswagen (Stirling) Arnold Clark Motorstore (Chesterfield) Arnold Clark Motorstore (Nottingham) Arnold Clark Motorstore (York)

Harry Fairbairn Limited

Arnold Clark Harry Fairbairn Harry Fairbairn BMW (Glasgow) Harry Fairbairn BMW (Irvine) Harry Fairbairn BMW (Kirkcaldy) Harry Fairbairn Mini (Glasgow) Harry Fairbairn Mini (Irvine) Harry Fairbairn Mini (Kirkcaldy) Harry Fairbairn BMW (Inverness) Harry Fairbairn Mini (Inverness)

Provision (at reporting period end date) Intermediation (within the reporting period) Number of complaints opened Number of complaints closed Percentage closed within 3 days Percentage closed after 3 days but within 8 weeks Percentage upheld Main cause of complaints opened
Banking and credit cards - - - - - - - -
Home finance - - - - - - - -
Insurance and pure protection n/a 32.79 per 1000 policies sold 709 712 76% 22% 2% Unsuitable advice
Decumulation and pensions - - - - - - - -
Investments - - - - - - - -
Credit related - - 144 148 n/a n/a 10% n/a