FAQs

Frequently asked questions

Below is a selection of our customers most frequently asked questions. If you don’t find your question listed below, contact us and we will be happy to answer any additional questions you have.

Our vehicles

  • Can I choose the car/van model?

    Vehicles may be booked by category only. Unless availability of a specific model has been formally confirmed, Arnold Clark only guarantees the category reserved. Not all car groups and models may be available at all Arnold Clark locations.

  • Can you supply vehicles with an automatic transmission?

    Yes. We have a large selection of models please refer to the vehicles page for examples.

  • Do you supply your vehicles with a full tank of fuel?

    Our vehicles are all supplied full of fuel. Any fuel shortages will be charged at local pump prices along with a 20% refueling surcharge. For 4 hour van rentals fuel does not have to be replaced, fuel is charged at a per mile rate depending on the size of van hired. Please refer to Van Mileage Allowances for more detail.

  • Can I pick a vehicle up at one of your locations and drop it off at another?

    Yes. We are quite happy to have a vehicle dropped off at a different car and van rental location from where it was hired. There will be an additional charge for this service.

  • Is there a charger/power point for my Sat Nav system?

    Most vehicles have a charge point for electronic devices (phone, Sat Nav, etc) but some of the smaller groups may not. We cannot guarantee a charge point.

  • Do you have dual control cars?

    Yes we do. To find out if you are eligible to hire one of our dual control cars, visit our dedicated dual control cars page.

Travel restrictions

  • Can I take a rental vehicle to Europe?

    European rentals are restricted to cars and can only be taken with prior arrangement. Vans are not permitted to be taken outwith the UK mainland. Customers are responsible for travel insurance costs and European breakdown recovery for the vehicle and passengers. Additional charges will apply. For a quote please Contact Us. Please note that while vehicles may be taken to Northern Ireland they should not be taken over the border to Eire.

    The rules are always changing when it comes to the regulations of driving a vehicle abroad. As a UK driver you may not be fully aware of what is expected of you in other EU countries and what you need to cover off before you travel, such as mandatory EU travel kits and breathalyser kits. The AA have some great information on driving abroad and what you have to do depending on the EU country you are travelling to. For more information on driving in other EU countries, visit the AA website.

  • Can I take a rental vehicle to the Highlands and Islands of Scotland?

    Yes, you are able to take vehicles to the Highlands and Islands of Scotland. However, please note that if there are weather issues, ferry delays or if customers are unable to get back to the mainland when planned, customers will be charged for vehicle extensions to the hire when the vehicle is returned to us.

  • What is the mileage allowance?

    Cars

    1-3 days: 250 miles per day free of charge.
    4 days plus: unlimited mileage.

    Excess Charges:

    10p is charged for every additional mile travelled across all vehicle types.

Licences/Regulations - UK & Abroad

  • Can I hire if I have penalty points on my licence?

    Certain endorsed licences may be accepted, please contact us for details.

  • I passed my test in the last year, can I hire?

    No, our insurance requires that drivers must have held a full driving licence for at least 4 year.

  • Can I hire if I do not have a UK licence?

    EU licence holders not residing in the UK must bring a domestic driving licence and either a passport or ID card.

    EU licence holders who are residents in the UK must bring with them a domestic licence, passport or ID card and proof of UK address. This can be two bills or one bill and another form of photographic identification, preferably a passport. We also accept utility bills and bank or credit card statements that have been issued in the last three months.

    Drivers from outside the EU must possess a valid domestic driving licence with an English translation. If the English translation is not available, an international driving permit is required in addition to a domestic driving licence.

    A passport must also accompany a domestic driving licence.

  • What documentation do I need to bring with me when hiring a vehicle?

    A copy of this email and a valid credit or debit card to leave an imprint for any additional costs.

    UK drivers should bring their valid driving licence (original copies only) and two further forms of identification, one of which must include proof of address. This can be two bills or one bill and another form of photographic identification, preferably a passport. Acceptable documents include utility bills and bank or credit card statements issued within the last three months.

    All UK drivers should also bring their access code from the DVLA, which you can acquire from the DVLA’s online Share Driving Licence system.

    EU licence holders not residing in the UK must bring a domestic driving licence and either a passport or ID card.

    EU licence holders who are residents in the UK must bring with them a domestic licence, passport or ID card and proof of UK address. This can be two bills or one bill and another form of photographic identification, preferably a passport. We also accept utility bills and bank or credit card statements that have been issued in the last three months.

    Drivers from outside the EU must possess a valid domestic driving licence with an English translation. If the English translation is not available, an international driving permit is required in addition to a domestic driving licence. A passport must also accompany a domestic driving licence.

  • My licence is at the DVLA to be updated, can I still hire?

    If you have hired a vehicle from us before, yes you can hire again while your licence is at the DVLA, as we will have your licence details already.

    If you have not hired from us, we can call the DVLA to authorise the rental when you arrive at the branch. There will be a small charge for this and the service is only available during DVLA opening hours and is not available on bank holidays.

    DVLA Opening Hours

    Mon-Fri : 0800-1900
    Sat : 0800- 1200
    Sun : CLOSED

    If you have not previously hired with us and don't have either part of your licence, unfortunately we would not be able to offer vehicle rental.

  • I am under 23 can I hire?

    Drivers must have held a full valid driving licence (original copies only) for a minimum of 4 years to be able to hire from us and further restrictions may apply, please contact our central reservations team on 0141 237 4374 for details. Drivers with a valid/current provisional driving licence are able to hire one of our dual control cars, when accompanied by a qualified driver who has held a licence for a minimum of 3 years and is aged 23 years or over

Insurance

  • Does the price include insurance?

    All prices quoted include Arnold Clark insurance which covers our vehicle, passengers and any third parties. It does not cover injury to the driver or damage to/theft of personal effects or goods. Further details are available on our Insurance page.

  • Is there an insurance excess charge?

    Yes. An excess will be charged for each incidence of damage. Visit our Insurance page for further information. An optional excess waiver may be purchased to reduce the excess amount.

Payment & bookings

  • What forms of payment do you accept?

    We accept payments by most major credit/debit cards, including Mastercard, Visa Credit and Visa Debit.

  • Do I have to pay a deposit?

    A minimum £100 fuel deposit is required on all hires, full deposit requirements will be confirmed at the time of vehicle collection. Customers who place their reservations over the phone will be informed of the deposit requirements at the time of booking. Deposits are required to be paid at the branch and cannot be paid in cash.

  • Can I amend or cancel my booking online?

    No, please Contact us if you would like to make any changes.

  • Do you accept pre-paid credit cards?

    No, most of these cards are blocked if you try to use them for Car Rental. We require a standard credit/debit card to be shown at the time of rental incase of any additional charges.

  • What is the young driver supplement?

    This an extra charge for young drivers normally between 23–24 years of age. Any driver aged 23–24 will be charged a £12 per day young driver supplement on vehicles hired with Arnold Clark. Please note that drivers aged 23–24 can only hire up to a standard-sized car and up to a group B van.

Additional Services

  • How much do additional drivers cost?

    There is a £5 per day / per person charge for each additional driver. Maximum rental cost £50 for duration of hire. The maximum number of drivers on an agreement is 3.

  • Can I hire a Satellite Navigation system?

    Yes, we offer Sat Nav systems from only £5 per day. Please request it on the additional services page when making a reservation online. Maximum rental cost £25 for a week hire.

  • Do you supply child car seats?

    Yes, we have a supply of child car seats available to rent. Please select the number of seats required in the booking process. There is an additional charge of £1 per day per seat (up to a maximum of £28 per seat).

    Please note that it is a legal requirement for any child under 135cms (4ft 5in) and under 12 years of age to use an appropriate child restraint when travelling in a vehicle and we cannot guarantee availability of a seat if it has not been booked in advance.

    See our child safety fact sheet if you are unsure of the correct size.

    For further information please visit : www.direct.gov.uk

  • Can you supply sightseeing information?

    All of our locations have booklets containing information on local attractions and also information from Visit Scotland. You can also visit our Links page for more information on local attractions.

  • Do you offer driving lessons?

    No, but we do hire out vehicles with dual controls so if you have a friend or relative over the age of 23 who has held a full licence for more than 3 years they can accompany you. Please note that no passengers may be carried in the dual control vehicle.

General enquiries

  • Do you operate from within the major airports?

    We service the following airports with off site locations - Edinburgh, Glasgow, Aberdeen, Inverness, Dundee, Prestwick and now also Manchester. All branches operate a shuttle bus to and from the branch. View our Airport Arrival Procedures for further information.

  • Do the branches have on-site parking?

    Not all of our branches have on-site parking, please call ahead to the branch before your arrival.

  • What do I do in the event of a breakdown?

    In the event of a breakdown, you will find an emergency roadside assistance number both on your keyfob and displayed on the inside of the windscreen. The Arnold Clark 24 hour emergency number is 0141 332 2622.

  • What are your normal opening hours?

    Many of our locations are open 7 days a week. Please refer to the Locations page for details.

  • What time do your rentals start?

    Rentals can start at any time during our opening hours and are based on a 24 hour period.

  • Do you provide transport from airports to branches?

    Yes, during branch opening hours, we offer either a collection service or shuttle bus at our airport locations. Please let the branch know if you require this service at the time of booking. With prior notice we can also provide an out-of-hours vehicle delivery service, please contact your branch to arrange this.

  • Can I return the vehicle outside your normal office hours?

    Unfortunately, no. Due to the fact that the vehicle has to be inspected, you must return it during our normal hours of business, and hand the keys to a member of our staff.

    It is possible to arrange an out of hours pick-up from one of our airport branches with prior request at time of booking. Also if you are leaving on a flight outside our opening hours, we can make arrangements for an airport drop-off. This service will incur an additional charge.

  • I have booked with an airport location, what if my flight is delayed?

    If possible please let us know as soon as you aware that your flight has been delayed. If you arrive after our office has closed please make your way to your accommodation and call us the following morning. We will arrange to collect you and bring you to our office to complete the paperwork.

  • Do you provide vans for courier work?

    Please contact our team for more information.

  • How do I make a complaint?

    At all times we aim to offer the upmost standard of care and customer service. However, if you feel this was not the case during your rental please follow our Complaints Procedure.