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Insurance customer services

At Arnold Clark Insurance Services, we’re committed to treating you – our customers – fairly, every time you deal with us.

Opening hours

Our Customer Service contact hours are:

Monday – Friday 9am – 5pm
Saturday – Sunday Closed

Claims assistance is available 24/7 on 0131 555 5999

Who to contact

Have a question or complaint about your policy?

If you have a complaint or query about your policy, contact your insurance provider directly. You can find their details on your policy documents.

Want to speak to customer services?

Whatever your question or concern, we’re here to help.

Our office opening hours are 9am – 5pm, Monday – Friday. Just give us a call on 0131 555 5999.

Alternatively, you can email contactus@arnoldclarkinsurance.com

Want to make a claim?

We know it’s a stressful time, so we want to make every interaction as straightforward as it can be. Just call us on 0131 555 5999.

Our experienced claims handlers are available 24/7 to answer your questions, give you expert advice and take you through the claims process to establish the cause and type of claim you’d like to make. And when they’ve logged your claim, they’ll keep you up to date, every step of the way.

Find out more

Want to make a complaint?

If your complaint is about your insurer

If you have a complaint about the cover provided on your insurance policy, or the service you’ve received from your insurance provider, you should contact the insurer directly. You’ll find their contact details in your insurance policy booklet.

Making a complaint won’t affect your right to legal action.

If your complaint is about Arnold Clark Insurance Services

Our aim is to get it right – first time, every time. But, occasionally misunderstandings happen, or we make mistakes. If this is the case, we’ll always go the extra mile to put things right. If you’d like to make a complaint, please call our customer service team on 0131 555 5999

You can also email: complaints@arnoldclarkinsurance.co.uk

Or write to us:

Customer Service Department
Arnold Clark Insurance Services Ltd
64 Craigentinny Avenue North
Seafield
Edinburgh EH6 7LJ

We’ll confirm receipt of your complaint within five working days. Within four weeks, you’ll receive either a final response or an explanation of why the complaint hasn’t been resolved. We’ll also let you know roughly when you can expect a final response from us.

If you’re still dissatisfied with the final outcome of your complaint, you can refer the matter to the Financial Ombudsman Service (FOS) for help or advice:

Financial Ombudsman Service Exchange Tower
London E14 9GE

Tel: 0800 023 4567 (landline)
Tel: 0300 123 9123 (mobile)
Email: complaint.info@financial-ombudsman.org.uk

Please note: you’ll have six months from the date of the final response to refer your complaint to the FOS. Referral to the FOS will not affect your legal rights.

Call charges may vary depending on your phone line provider. Please be aware your call may be recorded or monitored for quality and training purposes.