Information we’ll need
When you get in touch, please provide us with your contact details, reservation number (if applicable) and any other information that will help us resolve the issue.
Please feel free to email us at complaints.rental@arnoldclark.com.
You can also write to our Customer Services department:
- Arnold Clark
- Customer Services Department
- 454 Hillington Road
- Glasgow
- G52 4FH
- Mon - Fri: 8:30am - 8:00pm
- Sat: 9:00am - 12.00pm
Resolving your complaint
Once we receive your complaint, we’ll respond as quickly as possible. All matters referred to us should be resolved within five working days.
If the matter is more complex (e.g. an issue involving other parties) the process may take longer. Regular updates will be provided and we’ll let you know when to expect a resolution. A final written response will be issued within eight weeks.
Arnold Clark Car & Van Rental is a member of the British Vehicle Rental and Leasing Association (BVRLA), meaning you are entitled to refer your complaint, within six months, to their conciliation service. You can find out more here
If you are not satisfied with the final outcome, you may also refer the matter to the Financial Ombudsman Service (FOS) to review. If you want the Financial Ombudsman Service to look into your complaint, you must contact them within six months of the date of any final response issued. You can write to them at:
- The Financial Ombudsman Service,
- Exchange Tower,
- London,
- E14 9SR
Alternatively you can telephone: 0300 123 9123. Further helpful information can be obtained from visiting their website.