We're here to help
We have lots of frequently asked questions, that might help you find the answer you are looking for instantly.
Ways to contact us
Whether you need help with a booking or have a customer service enquiry, our team is here to help.
Live chat
Our team are online:
Monday - Saturday
08:30 - 16:30
Sunday
09:30 - 16:30
Enquiry form
Please complete the form and a member of our team will be in touch within 24 hours.
Fill out form here
Booking office opening hours
Monday - Friday
08:00 - 18:00
Saturday
08:00 - 17:00
Sunday
09:00 - 17:00
For branch opening hours and contact details, please visit our Locations page.
If you have a business hire enquiry, please see our Business Hire Enquiry page.
Complaints Process
Your experience matters to us. We are committed to providing the highest level of customer service, however, we recognise there may be times where these expectations are not met. Our complaints process explains how you can raise an issue, what you can expect from us and the escalation process if you are still not satisfied.
Contact the branch
Please speak to the branch manager of the branch that provided the hire vehicle.
Submit your complaint in writing
If you are not satisfied with the response from the branch, you can submit your complaint in writing to the Arnold Clark Car & Van Rental Business Centre Head Office at complaints.rental@arnoldclark.com.
Please provide a clear detailed description of what your complaint is, copies of any correspondence in relation to the complaint, the confirmation booking number and branch you have a complaint about and your contact details, including telephone number.
Our team will acknowledge receipt of a complaint within 1 working day and aim to resolve it within 5 working days for retail customers and 10 working days for business customers.
Refer the dispute
If a complaint cannot be resolved after you have contacted us, then you can refer to the following ADR process - The BVRLA Conciliation Service via the BVRLA website.
Where any dispute cannot be resolved through ADR, as stated above under 'Governing Law and Jurisdiction' the contract shall be governed by and construed in accordance with Scots Law.
Enquiry form
To make an enquiry please complete the form below. We aim to be in touch and respond to your enquiry within 24 hours.