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Arnold Clark COVID-19 update – a message from the directors

We have made the decision to temporarily lockdown our branches. Find out how you’ll be affected and answers to FAQs.

Following government advice, our branches are closed from Tuesday 24th March.

Following government advice, our branches are closed from Tuesday 24th March.

Following the announcement from the government on Monday 23rd March, we made the decision to temporarily close all our dealerships from 5pm on Tuesday 24th March.

These unfortunate times see Arnold Clark close its doors for the first time since we opened in 1954. The board of directors had already made the decision to close at 5pm on Wednesday 25th March; however, this deadline was brought forward due to the announcement.

We are awaiting guidance on the next steps from the government, who are monitoring the situation on a weekly basis.

Sales customers

If you have bought a car from our Sales department and you were due to collect your new car from us over the coming days, we are sorry to say that this will no longer be possible. Ensuring the continued safety of our employees and customers is our main priority and we thank you for your patience, understanding and co-operation at this time.

If you were unable to collect your car by 5pm on Tuesday 24th March, we want to reassure you that your car will be stored safely and will be ready to be handed over to you when this situation is over.

In the meantime, if you have a query or concern regarding a vehicle that has not yet been delivered then please contact our Internet Sales department on 0141 648 1120. The Internet Sales department can also be contacted if you have a new enquiry regarding any vehicles advertised on www.arnoldclark.com.

Should you have an enquiry about a vehicle that has already been delivered, please contact Customer Services on 0141 648 1088, however, please review the FAQs that can be found below before you contact us.

Aftersales customers

During our closure procedures, we are trying to accommodate customers who have had service / bodywork completed and prioritise the return of their vehicles. As you can imagine, we are prioritising frontline NHS and emergency services staff. Please be assured that we will start rescheduling servicing appointments as soon as it is safe to reopen.

If you have any enquiries about a vehicle currently in an Arnold Clark workshop or bodyshop, please review the FAQs that can be found below before you contact us.

All customers who haven’t managed to have their cars repaired, please be aware we will make this our top priority as soon as we reopen.

If you have any queries relating to aftersales, please email central.service@arnoldclark.com where our staff are able to assist.

Customer Services

Please be aware that our Customer Services department is operating remotely with a reduced team. Our new temporary Customer Service contact hours are:

Monday to Friday: 08.30 – 17.00

Saturday: 09.00 – 12.00

During the lockdown, we will not be able to respond to faxes or letters; however, you can also contact us via our online enquiry form which can be found at www.arnoldclark.com/customer-services.

As the country moves into the next phase in the fight against COVID-19, we would ask for your patience while we aim to assist with your enquiries.

Kind regards

Board of Directors

Frequently asked questions (updated 03/04/20)

Sales

My car was scheduled to be delivered / collected before your temporary closure – can I still collect it?

Unfortunately, you will not be able to collect your car until we re-open. Please be assured that your car will be stored safely for you.

The delivery of my car will now be delayed – will the deal I have been offered be honoured?

Providing you have a confirmed order with us, the deal you have confirmed will be honoured, subject to our normal terms and conditions.

Motability

My Motability lease is about to end within the next three months?

Please note that Motability will automatically apply a 6-month lease extension to customers who are approaching the end of their lease. For full information on this extension and answers to any other questions relating to Motability please visit www.news.motability.co.uk/scheme-news/updates-from-the-motability-scheme-regarding-covid-19-coronavirus/

Aftersales

My car is booked in to be serviced. What do I do?

Unfortunately, all appointments have been cancelled until we re-open for business. Our Contact Centres are currently working from home and will do their best to reschedule your appointment - they can be contacted on 0141 471 5738. Alternatively, your local branch can assist you with a new appointment when they re-open.

My car is due for a service in the coming days or weeks – what will happen?

Unfortunately, we are currently closed for servicing. You can book your car in for its service when our business re-opens.

What do I do if my car is booked in for a MOT or my MOT is due in the coming days or weeks?

Unfortunately, all MOT bookings are cancelled while we are closed, and we are unable to take any future MOT bookings at the moment. We will be taking bookings when the business re-opens and you should call 0141 471 5738 to arrange.

If your MOT due date was for Monday 30th March 2020 or after, please note that MOT due dates for cars, motorcycles and light vans have been extended by the government for 6 months. For the latest up to date DVSA guidance on this, please visit www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020.

If your MOT was due on a date up to and including Sunday 29th March 2020, please refer to the following DVSA guidance www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-before-30-march-2020.

If you have an Arnold Clark servicing and MOT plan and you need to have a MOT undertaken at a non-Arnold Clark MOT test centre due to our temporary closure, we will refund the cost of the MOT test.

To facilitate this refund, simply take a clear image of both the payment receipt and the MOT test certificate and email the two images to serviceplan@arnoldclark.com. Please insert MOT Refund in the subject line and include your postcode in the email.

What do I do if my car is currently being serviced in an Arnold Clark workshop?

Your vehicle is a priority and we endeavour to have it repaired as soon as possible. You should have been contacted directly by the workshop with an update. Frontline NHS and emergency services staff who did not get their car back should contact CSR@arnoldclark.com and we will try to organise an alternative temporary vehicle for you.

What do I do if my car is currently being repaired in an Arnold Clark bodyshop?

Your vehicle is a priority and we endeavour to have it repaired as soon as possible. You should have been contacted directly by the bodyshop with an update. Frontline NHS and emergency services staff who did not get their car back should contact CSR@arnoldclark.com and we will try to organise an alternative temporary vehicle for you.

I have an Arnold Clark servicing and MOT plan which I am unable to use. What can I do?

If our closure affects your servicing and MOT plan, we will extend the plan to allow you to use it when we re-open.

What if my vehicle is covered by manufacturer warranty and I have an issue?

We are working with each of our manufacturer partners to ensure that they adopt a flexible and sympathetic approach. When we resume business as usual, we would ask that you to make a new booking as soon as you can.

What if my vehicle is covered by the Arnold Clark 60-day used car warranty and I have an issue?

As soon as our branches re-open we will be able to book your car in to have it looked at. Please note that any used vehicle that has been delivered by the Group between the 14th of February 2020 and the lockdown of 24th March 2020 will automatically have the normal 60 day used car warranty period extended by an additional 60 days. Please note that this applies to used vehicles delivered that were either outwith manufacturer warranty or had less than 60 days manufacturer warranty remaining at the date of delivery.

What if my vehicle is covered by the Arnold Clark Autocare mechanical breakdown warranty and I have an issue?

Our emergency telephone lines for breakdowns will continue to stay open and any recoveries will be attended to. Any repairs under an Autocare warranty will commence when we re-open. We will extend any Autocare warranty periods that are directly impacted by the current closure.

Finance

I have a PCP agreement that is scheduled to end soon – what do I do?

We would advise that you contact the finance company that your PCP agreement is with. Their contact details will be found within your finance agreement documentation and also on the finance company’s website.

I may experience problems making my monthly finance payments. What can I do?

We would advise that you contact the finance company that your finance agreement is with. Their contact details will be found within your finance agreement documentation and also on the finance company’s website.

Sell Your Car

I have sold my car to Arnold Clark – will I still get my money as agreed?

All funds have been transferred for vehicles purchased up to and including 24th March 2020.

When will my outstanding finance be settled?

All outstanding finance settlement payments have been made for cars purchased up to and including 24th March 2020. Your finance company will then need to allocate the funds to close your account.

Why can’t I get a valuation to sell my car?

We have decided to pause our Sell Your Car valuation service due to the current situation.

What if I need some help regarding the value of my car?

Please email sellyourcar@arnoldclark.com and we will endeavour to answer your query within 24 hours.

Arnold Clark Vehicle Management (ACVM)

I am a customer of Arnold Clark Vehicle Management. Who do I contact if I have a query regarding my monthly payments to ACVM?

Please email sled.acvm@arnoldclark.com and we will endeavour to answer your query as quickly as possible.

Arnold Clark Car & Van Rental

I have a question regarding a current rental booking or a future rental booking?

For any question relating to vehicle rental please contact rental.reservations@arnoldclark.com.

Arnold Clark Insurance Services

While we work to keep as many teams as operational as possible, some of our services have been slightly reduced. As our insurance customer services team has a smaller number of employees than usual, the new temporary ACIS contact hours are:

Monday to Friday, 10am – 4pm.

You can reach them on 0131 555 5999.

At the moment, the team is prioritising customer enquiries involving urgent changes or upcoming renewals. These will be managed as quickly as possible to ensure that all other customer queries are answered with minimal delay.

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Arnold Clark Communications

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