Privacy Policy

We hope you will enjoy being a customer of Arnold Clark, and we want to make sure your experience is as safe and useful as possible. Here you can find out what data we collect from you, how we use it, conditions where we may disclose this data to others, how we keep it secure and how our website works.

Arnold Clark Finance Limited (SC039597) trading as Arnold Clark Car and Van Rental ("Arnold Clark", "we" and "us") takes the issue of security and data protection very seriously and strictly adheres to guidelines published in the United Kingdom Data Protection Act of 1998 and the General Data Protection Regulation (EU) 2016/679 which is applicable from the 25th May 2018. Arnold Clark Finance Limited (SC039597) is notified as a Data Controller with the Office of the Information Commissioner under registration number Z580926X and we are the data controller of any personal data that you provide to us. Any questions relating to this policy and our privacy practices should be sent to

Personal Information that we collect, why we collect it and how we use it

We obtain information about you when you contact us in branch or over the phone and when you use our website. We need this information to enable us to provide our online services and where appropriate, our in branch services. This section sets out in more detail what information we collect, why we collect it, how we use it and how long we keep your information.

We also receive information from you via cookies on our website, when we collect booking information based on your vehicle choices and bookings made. Information on your current/active bookings will be stored in your personal user account area. We also store information on bookings which you have created and asked to be saved until a later date for booking. These saved booking details will also be available in your personal user account that is protected by username and password. By storing this information it makes it quick and easy for our rental branch staff to find your booking and makes your vehicle rental a lot smoother at time of collection and return.

  • Please be aware if you hire a car from Arnold Clark when you make get a quote or make a booking (under a contractual obligation) we will collect your full name, postcode, contact telephone number, date of birth, and payment details for a deposit. If you never fulfil your quote or booking then your details will be deleted from our system within 6 weeks of the phone or online enquiry.
  • When you come to Arnold Clark to fulfil your booking we must further collect, a second telephone number, full address details, note of your occupation, we need to see a proof of address such as a utility bill, your licence number, issue/expiry date and issue number, Debit/Credit card details for completed payment and information on any penalty points you have. Your details will be retained in line with all regulatory laws and will be on our system for no longer than 7 years, unless you choose to contract with us again before the end of the 7 years. Physical copies of your deal will be securely shredded after 3 years, in line with tax and insurance regulations, as well as, for audit purposes. Your details will not be used for marketing purposes unless you have given us permission to contact you in this way.
  • If you create an online account we will need your title, first and last name, e-mail address, telephone number and IP address, so that we can respond to your enquiry accurately, promptly, notify you of any changes to your booking and you do not have to re-enter us your information at every booking. We will send you a password via the e-mail address you give to us, to complete the creation of your account. Alternatively hirers can use a guest checkout to make a booking and your details will not be saved for later. Your personal data will be deleted from our system 7 years after the date of your last hire, in line with audit obligations.
  • If you make a complaint through our customer services department then to assist you with this complaint we must collect your name, contact information, information on your complaint as well as, DOB and/or provided identification to ensure we are speaking with the authorised individual. For our legitimate interest this information will be stored in our systems and physical archive for 7 years after the complaint and then securely destroyed.
  • If you make a public liability claim against any part of the Arnold Clark group then Arnold Clark Insurance Services will have to keep a record of your full name, contact information, DOB, medical information, witness information and 3rd party information. This must be kept for 30 years after the claim - in line with regulatory laws.
  • Phone calls may be recorded, and any recorded calls will be retained for a maximum of 6 months and only be used for training and quality purposes and/or to prevent or detect crime.
  • If you to visit any site belonging to the Arnold Clark we use CCTV to monitor all of our premises, therefore your image and potentially your vehicle registration will be captured and stored for up to 8 weeks depending on the system used at the branch.
  • If you injure yourself at an Arnold Clark branch then we are under a legal obligation to fill in an accident form this will include, full name, contact information, nature of injury and description of treatment. We are legally required to keep these forms for 5 years after the incident then after they will be securely shredded.
  • Please be aware that many of our rental vehicles are fitted with GPS tracking and this transmits the location of the vehicle at all times. This information will not be accessed unless the vehicle is reported missing by the renter or not returned to the branch.
  • If you enter one of our competitions on any platform, we require your name, e-mail address and daytime telephone number so we can contact the winner. If you do not opt in to receive marketing then your data will be deleted following the outcome of the prize draw. Our competitions are subject to full terms and conditions. One entry per person. All entrants will be considered, and the winner will be picked at random by the Arnold Clark Marketing team. Winners will be contacted by phone or e-mail after the prize draw. All prizes are non-transferrable and non-refundable. Entrants must be 17 years or older to enter and claim a prize from any of our competitions. Unclaimed prizes may be offered to other competition entrants within 48 hours of first notification to the winner. Competitions run on social media are not endorsed, sponsored, administered by, or associated with Facebook, Twitter or Instagram. If you do not opt in to receive marketing from us then your data will be deleted following the outcome of the prize draw.
  • Occasionally, we may use your e-mail address to send you information about changes to this website, we will ask you for permission to do so.

We review our data retention periods regularly and will only hold your personal data for as long as is necessary for the relevant activity, or as required by law (we may be legally required to hold some types of information), or as set out in any relevant contract we have with you.

Marketing

It is your choice whether you receive information such as marketing from us and you can select this by ticking the relevant boxes on the form where we collect your information. We will not contact you for marketing purposes unless you have given your prior consent. If you have opted-in to receive special offers, news and updates from the Arnold Clark Group we may use your email address to send you information about changes to this website or to inform you of new products or special offers available within Arnold Clark Car & Van Rental and the Arnold Clark Group.

You can opt-out of receiving these emails at any point, to do so please email

Also, all of our email marketing correspondence to you gives you the option to opt-out of receiving further marketing emails. Please note that you will still receive emails directly related to a car or van rental booking, an enquiry you have submitted via our booking or general contact form or emails relating to a change of password for your personal user account.

Access to Your Information

You may request, at any time, a copy of the personal information we hold about you, at no cost. Should you wish to access or update the personal information that we hold, please contact us by sending a written request to Customer Services Department, Arnold Clark Automobiles Limited, 454 Hillington Road, Hillington Park, Glasgow, G52 4FH or

If you wish to have the information we hold on you removed, please request this in writing to Customer Services Department, Arnold Clark Automobiles Limited, 454 Hillington Road, Hillington Park, Glasgow, G52 4FH or - as long as your information is not pertinent to the completion of a contract or required for any legal reason it will be removed.

If you are concerned that we are not using your information in accordance with the law, or are not satisfied with our response to a request made above, then you can complain to the Information Commissioner’s Office.

The Information Commissioner in Scotland can be reached by the following means;

The Information Commissioner's Office - Scotland

45 Melville Street

Edinburgh

EH3 7HL
Scotland@ico.org.uk
0303 123 1115

The Information Commissioner in England can be reached by the following means;

Information Commissioner's Office

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF
0303 123 1113
Data Security

Please be aware that the transmission of information via the internet is not always completely secure. Although we will do our best to protect your personal data, we cannot guarantee the complete security of your data transmitted to us electronically; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to restrict unauthorised access.

We use SSL (Secure Socket Layer) to encrypt personal information, like names and passwords. We also send booking information through a secure https connection, meaning all of your booking details are safe and secure.

For payment, we don’t hold any of your credit card details. We use online payment gateway hosted by Worldpay, our external payment provider, therefore Arnold Clark does not collect or store any personal card details in its system, ensuring that your details are keep safe and secure. After you have started your booking and are due to make payment you will be securely redirected to the Worldpay website to make your payment before returning to Arnold Clark Car & Van Rental for your order confirmation details.

All credit/debit card data taken through our websites is encrypted in accordance with PCI-DSS.

Data Storage and Use of Data Outside of the European Economic Area

We store your data on secure servers inside the European Economic Area (EEA).

Some of our third party contractors are based outside of the EEA however, we have strict control over how and why your data can be accessed. By submitting your personal data, you are consenting to this transfer, storing or processing. If we transfer your data outside the EEA we will take steps to ensure that appropriate security measures with the aim that your rights continue to be protected as set out in this policy.

Disclosing Your Information

As a subsidiary of Arnold Clark Automobiles Limited (SC036386) we may disclose your personal information to another member of our group, which means our ultimate holding company and its subsidiaries as defined in section 1159 of the UK Companies Act 2006 – GTG Training Limited (SC290157), Arnold Clark Insurance Services Limited (SC192797), Harry Fairbairn Limited (SC043023), Towquest Limited (02299882) and Assure Alarms Limited (SC139217).

We may disclose your personal information to third parties under the following circumstances:

  • If we sell any business or assets, in which case we may disclose your personal data to the prospective buyer of such business or assets.
  • If Arnold Clark Automobiles Limited or substantially all of its assets are acquired by a third party, in which case personal data held by it about its customers will be one of the transferred assets.
  • If we are under a duty to disclose or share your personal data in order to comply with any legal obligation, or in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of the Arnold Clark Group, our customers, or others. This includes exchanging information with other companies and organisations, such as the Police, HMRC and local councils for the purposes of fraud protection, credit risk reduction
  • We may contract a data cleansing organisation to ensure all data is accurate and up to date.
  • If required by the BVRLA or the DVLA to provide evidence of the drivers of our vehicles for audit or legal purposes.
  • All phone call recordings are kept by a third party who only have processing rights over your data and will not contact you.
  • If you make an insurance claim for an Arnold Clark Hire Drive vehicle then we will need to know all accident or incident information, third party involved information, witness information and medical information. This information will be passed to our insurers and will be kept on our systems for 7 years - in line with regulatory laws.
How we use cookies

We use cookies to help improve our websites and make your browsing experience more useful, more relevant and tailored to you. In order to comply with the most recent legislation and in the interests of transparency, we have updated our privacy policy to give you clearer information on the way we use technology such as cookies and how they affect your privacy.

Cookies are small text files, placed on your hard disk by a web page server. They are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you.

We will use encrypted information gathered from the cookies to improve your online experience with Arnold Clark Car & Van Rental.

Some of the cookies we use will expire after you close the browser window. These are called session cookies. Some cookies last longer than this, because they are used to identify return visits to the website. Please note that cookies do not harm your computer or any software you may have.

After browsing our website you may receive personalised banner advertisements whilst browsing other reputable websites. We are committed to providing you with information on products and offers which are relevant to you. Any banner advertisements you receive will relate to products which have been viewed whilst browsing this website on your computer or other device. This service is provided by Arnold Clark via a reputable third party specialist provider, through the use of cookies placed on your device. Please note that cookies do not harm your computer or any software you may have.

In accepting our cookie policy you agree that all cookies listed below can be enabled while you use our website. The cookies will operate as established below. In the event that you reject our cookie policy all cookies will be disabled with the exception of the necessary cookies which are required for the website to run, however, these to not store or use any personal information.

What cookies we use and why

Types of cookies:

  • Session cookies are deleted when you leave our websites. They help keep track of your progress so you don't have to enter the same information more than once.
  • Persistent cookies stay on your device after your browsing session has ended. They will remember settings, preferences and details for the next time you use the websites.
  • First party cookies are set by the website owner, i.e. Arnold Clark Car & Van Rental.
  • Third party cookies are set by other parties, such as Google and Twitter.
  • Necessary cookies are required for the operation of our website.

This section is a table which explains why we use certain cookies and what they do.

Session Cookies

Cookie Name Type Purpose
FontLoaded Session We use this cookie to improve the performance of loading fonts.
session Session, Third Party (Towquest) By setting and using session cookies throughout our booking process we are able to get you back to your booking session if you happen to move away to a different page or even if you close your browser. This session cookie means that next time you return to the booking process your previous session will have been saved.
LoginStatus Session, Third Party (Towquest) If you have a registered account with us we are able to determine if you are logged in to our website using cookies. This will save you time on your next visit to the website as we will already know your details. By setting a cookie to remember your details, for your next visit, we are able to personalise your user experience and you won't have to re-enter your details every time you visit.
LoginName Session, Third Party (Towquest) We want you to feel welcome at the Arnold Clark Car & Rental website so we use cookies to remember who you are if you have a registered account with us. By saving cookies, based on you account details, we can make your next visit to our website personal to you, by welcoming you back to the website by name.

Performance Cookies

Cookie Name Type Purpose
Mixpanel Persistent, Third party (Mixpanel, Inc) When visiting some parts of our website, we may set this cookie which enables us to collect information in real time about the way users interact with our site. For more information about how Mixpanel may use this information, visit https://mixpanel.com/privacy/.
Google Analytics (_utma, _utmb, _utmc, _utmx, _utmxx, _utmz) Persistent, Third party (Google) These enable the function of Google Analytics. This software helps us take and analyse visitor information such as browser usage, new visitor numbers, response to marketing activity and browsing times. That anonymous information helps us to improve the website and your browsing experience, and to make our marketing campaigns relevant. The data stored by these cookies can be seen only by the relevant teams at Arnold Clark and Google and never shows any confidential information. For more information about how Google may use this data - visit: https://www.google.com/policies/privacy/
Crazy Egg (_ceg.s, _ceg.u) Persistent, Third Party (Crazy Egg) This cookie is used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, details of which can be found by following this link. https://www.crazyegg.com/privacy

Functional Cookies

Cookie Name Type Purpose
UserLocation Persistent, First Party This cookie is used only when you search for a branch location. The location you provide is stored in this cookie and is used to list the branches nearest to you each time you visit the website.

Third Party Cookies

Cookie Name Type Purpose
Google Maps cookies, (SID, HSID, NID, SAPSID, SSID, PREF) Mostly session, Third Party We embed Google maps on various pages within our website. The cookies set by embedded Google maps appear to detect your preferences and record usage of Google maps. For more information about how Google may use this data - visit: https://www.google.com/policies/privacy/
_utma, Persistent, Third Party Refers to the number of times you have visited our website and the first and the last visit times.
_utmb Persistent, Third Party Google Analytics cookies that contain timestamps of time you enter and leave our website.
_utmc Session, Third Party Google Analytics cookies that contain timestamps of time you enter and leave our website.
_utmx Persistent, Third Party Google Analytics cookie that helps us to detemine which version of a page performs better, and therefore helps to improve the website.
_utmxx Persistent, Third Party Google Analytics cookie that helps us to detemine which version of a page performs better, and therefore helps to improve the website.
_utmz Persistent, Third Party Google Analytics cookie that tracks which search engine you have used to come to this website, which keyword(s) you used to find the website, which link(s) you have clicked on within the website and where you were located when you clicked that link.
_ceg.s Persistent, Third Party This cookie is used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, details of which can be found by following this link. https://www.crazyegg.com/privacy
_ceg.u Persistent, Third Party This cookie is used to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, details of which can be found by following this link. https://www.crazyegg.com/privacy
IP Addresses

If you accept the additional cookies to run during your session we may then collect information about your computer in the form of server logs, including where available your IP address, operating system and browser type, for system administration. This is statistical data about our users' browsing actions. Disabling cookies ensures that your IP address will not be recorded.

We recommend that you accept cookies, as we use them to:

  • Customise elements of our website’s layout and content, and test different designs of our websites to improve your experience.
  • Recognise when a user has visited before, meaning we can see how many unique visits we receive. We can then make sure the websites are easy to use and have enough capacity.
  • Remember your preferences and settings, such as text size and language.
  • Recognise your device so you don't have to provide the same information during your visit, or on subsequent visits.
  • Help us identify errors and resolve them effectively.
  • Establish what information is relevant to you while you are browsing our websites.
  • Collect statistical, anonymous information about how our visitors use/interact with our digital services so we can improve them.
  • Learn which parts of our websites are most popular and improve them.
  • See how effective our online messages are.
Links

Our website may, from time to time, contain links to and from the websites of our partner networks, advertisers and affiliates. If you follow a link to any of these websites, please note that these websites have their own privacy policies and that we do not accept any responsibility or liability for these policies. Please check these policies before you submit any personal data to these websites.

Social Networking

The Website may offer you the opportunity to share or follow information about us (or the website or our services) using third party social networking functionality (such as through "share this", "like" or "follow" buttons).

We offer this functionality in order to generate interest in us, the website and our services among the members of your social networks, and to permit you to share and follow opinions, news and recommendations about us with your friends. However, you should be aware that sharing personal or non-personal information with a social network may result in that information being collected by the social network provider or result in that information being made publicly-available, including through Internet search engines.

Please note that we do not exercise any endorse or control the policies or practices of any third party social network whose functionality you may access through the website. You should always read the privacy policy of any social network through which you share information carefully in order to understand their specific privacy and information usage practices.

Changes to our Privacy & Cookies Policy

Any changes we may make to our privacy & cookies policy in the future will be posted on this page and, where appropriate, notified to you by e-mail.

This policy was last updated: 20th April 2018