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Arnold Clark COVID-19 update – FAQs answered

We are now working behind the scenes to prepare for phase 1 of our reopening process.

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

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

As you know, 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.

During the lockdown, a small number of branches were open to service emergency vehicles and provide vital transport for NHS and key workers.

We are now working behind the scenes to prepare for phase 1 of our reopening process. From May 4th, a small number of employees returned to help implement strict social distancing and sanitisation measures at just over 50 of our branches, including changing layouts and installing protective screens. We have also rolled out Group-wide health and safety training for all our employees.

As always, we will be closely monitoring the lockdown situation and we hope to welcome you back to Arnold Clark as soon as we can. Until then, we’ve updated our list of FAQs to reflect the most recent changes.

Sales customers

If you were unable to collect your car by 5pm on Tuesday 24th March, we want to reassure you that your car is being 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 check our full branch listings for details of where you can call.

If you have an enquiry about a vehicle that has already been delivered, please review the FAQs that can be found below before you contact us.

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.

Aftersales customers

Selected Aftersales departments are now open. Please call our contact centre on 0141 471 5738 to arrange a repair/service in the coming weeks.

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 whose cars we didn’t manage to have their cars repaired before lockdown will now be our top priority.

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

Click here to find out which Aftersales departments are now open

Customer Services

For enquiries that are not answered via the FAQs below, please contact Customer Services on 0141 648 1088. Please be aware that our Customer Services department is operating remotely with a reduced team. Our new temporary 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 19/05/20)

Aftersales

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

Selected Aftersales departments opened from 18th May. Call our Contact Centre on 0141 471 5738 to confirm or rearrange your appointment.

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

Selected Aftersales departments are now open. Please call our contact centre on 0141 471 5738 to arrange a repair/service in the coming weeks.

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

As selected branches are now open, we have started carrying out MOTs. Please call 0141 471 5738 to make an appointment, rearrange an appointment or confirm your current one.

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 has been extended by the government for six 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.

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?

As some of our branches are reopening we will do our best to accommodate your vehicle needs; however, if our closure affects your servicing and MOT plan, we will extend the plan to allow you to use it when we reopen fully.

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 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?

You can make an appointment by calling 0141 471 5738 or emailing central.services@arnoldclark.com. Please note that any used vehicle that has been delivered by the Group between 14th 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 out of 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 your nearest branch opens. We will extend any Autocare warranty periods that are directly impacted by the current closure.

In order to support social distancing, it is essential that we limit the number of customers in our dealerships at any one time.

As such, our Service departments will operate strictly on an appointment-only basis. Please call our Contact Centre to make a booking.

Click here to find out which Aftersales departments are now open.

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. What should I do?

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/

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^.

^Links to finance company websites and information relating to coronavirus can be found by clicking on the arrow below.

Arnold Clark – Panel Of Lenders

ALD Automotive Limited

https://www.aldautomotive.co.uk/news-site/press-room/Pages/Coronavirus-Update.aspx

Alphera Financial Services

https://alphera.co.uk/news/alphera-coronavirus-update

Barclays Partner Finance

https://www.barclayspartnerfinance.com/home/help-coronavirus/

Black Horse Limited

https://www.blackhorse.co.uk/contact/coronavirus-support

Blue Motor Finance Limited

https://bluemotorfinance.co.uk/COVID-19

BMW Financial Services (GB) Limited

https://discover.bmw.co.uk/help/finance/covid19-customer-statement

BNP Paribas Personal Finance

https://www.creation.co.uk/coronavirus/

Citroën Finance

https://www.psa-finance.co.uk/covid-19

Close Motor Finance Limited

https://www.closemotorfinance.co.uk/covid19

Hitachi Capital (UK) plc

https://www.hitachicapitalvehiclesolutions.co.uk/faqs-around-covid-19

Honda Finance Europe plc

https://www.honda.co.uk/cars/useful-links/covid-19-update.html

Hyundai Capital UK Limited

https://www.hyundaifinance.co.uk/coronavirus-help-and-support

FCA Automotive Services UK Limited

https://www.fcaautomotiveservices.co.uk/who-we-are/news/coronavirus-covid-19-update

FCE Bank plc

https://www.ford.co.uk/useful-information/covid-19

Kia Finance

https://www.kiafinance.co.uk/coronavirus-help-and-support

Mazda Financial Services

https://www.mazda.co.uk/covid-19-faq/customer-finance/#Customer%20Finance

Mercedes-Benz Financial Services UK Limited

https://www.mercedes-benz.co.uk/passengercars/being-an-owner/existing-finance-customers/contact-us/contact-us.module.html

MINI Financial Services

https://discover.mini.co.uk/finance/covid19-customer-statement-mini

MotoNovo Finance

https://customer.motonovofinance.com/coronavirus-support

Northridge Finance Limited

https://www.northridgefinance.com/covid-19-customer-information-and-support/

PSA Finance UK Limited

https://www.psa-finance.co.uk/covid-19

RCI Financial Services Limited

https://www.renaultfinanceuk.com/faq#COVID-19

Santander Consumer (UK) plc

https://www.santanderconsumer.co.uk/coronavirus/

SEAT Finance

https://customer.vwfs.co.uk/contact-us.html

Shogun Finance Limited

https://www.mitsubishi-motors.co.uk/covid-19

ŠKODA Finance

https://customer.vwfs.co.uk/contact-us.html

Startline Motor Finance Limited

https://startlinemotorfinance.com/covid-19/

Toyota Financial Services (UK) plc

https://www.toyota.co.uk/covid-19

Vauxhall Finance plc

https://www.vauxhall.co.uk/covid-19-faqs.html

Volkswagen Financial Services (UK) Limited

https://customer.vwfs.co.uk/contact-us.html

Volvo Car Financial Services

https://www.vfsco.co.uk/

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)

If you are a customer of ACVM, please visit https://www.acvm.com/news/covid-19-an-update-for-customers.html for the latest updates and FAQs.

Arnold Clark Car & Van Rental

If you are looking for help with a rental enquiry, please visit https://www.arnoldclarkrental.com/latest-news/covid-19 for the latest updates and FAQs.

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.

Arnold Clark Vehicle Shortfall Insurance (VSI)

For all enquiries relating to Arnold Clark VSI policies, please visit Premia Solutions Limited at https://www.premiasolutions.com/.

About the Author

Arnold Clark Communications

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