If your complaint is about your insurer
If you have a complaint regarding the cover provided on your insurance policy or the service you have received from your insurance provider, you should contact the insurer directly. You will find the contact details in your insurance policy booklet.
If you make a complaint, it does not affect your right to legal action.
If your complaint is about the service you have received from Arnold Clark Insurance Services
Our aim is to get it right, first time, every time. However, occasionally misunderstandings happen or mistakes can be made. We will always try to put it right promptly. If you feel this is the case, you should contact our customer service team on 0131 555 5999
or email: firstname.lastname@example.org
or write to us:
Customer Service Department
Arnold Clark Insurance Services Ltd
64 Craigentinny Avenue North
We will confirm receipt of your complaint within five working days. Within four weeks you will receive either a final response or an explanation of why the complaint has not been resolved and an indication of when the final response should be provided to you.
If you are still dissatisfied with the final outcome of your complaint, you may refer the matter to the Financial Ombudsman Service (FOS) for help or advice.
Financial Ombudsman Service Exchange Tower
Tel: 0800 023 4567 (landline)
Tel: 0300 123 9123 (mobile)
Please note you will have six months from the date of the final response in which to refer your complaint to the FOS. Referral to the FOS will not affect your legal rights.