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COVID-19: An update for our customers

Last updated 29th April

Following the government announcement on Monday 23rd March, our offices are temporarily closed until the government advises us that it’s safe to reopen.

During this difficult time, key staff are equipped to work remotely so that we can continue to look after your drivers and your vehicles. If you need to contact us, we will still be on hand to help and are contactable by email and by phone.

We have put together the following FAQs to hopefully provide you with all the information you need.

Are you open for business?

Arnold Clark Vehicle Management is open for business.

We’re currently operating remotely. Your account manager can be contacted by email or phone to provide help and advice. We can continue to provide quotations and process vehicle orders on your behalf. We’re in daily contact with our suppliers and vehicle manufacturers.

Our maintenance team is on hand to talk to repairers, provide emergency roadside assistance and help with mechanical queries on 0141 332 2622.

Our customer services team continues to remotely manage your fleet. If you have any general enquiries, please call us on 0141 332 2626.

What do I do if I have a mechanical breakdown?

At this time, we do not recommend that you travel unless absolutely necessary, or you are an essential user. Priority service will be given to essential users.

If you are unfortunate enough to suffer a mechanical failure, please call our emergency team on 0141 332 2622. They are on hand 24/7 to deal with any emergency roadside breakdowns.

What do I do if I am involved in a road traffic accident?

If you are unfortunate enough to be involved in a road traffic accident, you must follow the guidance provided by your employer.

In the event that your contract includes our full accident management service, please call our dedicated 24-hour accident team on 0800 917 2712.

My road tax is due to expire soon, will my vehicle be re-taxed?

Yes. We have renewed road tax for vehicles that are due to expire in April 2020. We have also submitted our renewals to DVLA for road tax due to expire in May 2020 and we will start to process these next week.

However, if your vehicle requires an MOT test or is a special category vehicle (e.g. NHS), we will renew these vehicles separately, as soon as the DVLA website has been updated to reflect the government announcement on MOT tests.

You can check the status of your vehicle at www.gov.uk/get-vehicle-information-from-dvla. Please email us at acvm@arnoldclark.com if your road tax has not yet been renewed.

My car is due an MOT test on or after 30th March 2020, what should I do?

There is no need to take any further action. The government have now announced (25th March 2020) that MOT Test dates for cars and light commercial vehicles, due from 30th March 2020, have been extended for 6 months.

You may have received MOT renewal notices or reminders from us. Please ignore these. You can continue to drive your car or light commercial vehicle.

https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-from-30-march-2020

My car is due an MOT test before 30th March 2020, what should I do?

If a vehicle MOT is already overdue or is due before 30th March 2020, then the vehicle must not be driven on the road until an MOT pass has been obtained.

You can read the separate government guidance in the link below.

https://www.gov.uk/guidance/coronavirus-covid-19-mots-for-cars-vans-and-motorcycles-due-before-30-march-2020

Can you get me a short-term hire car if my own car is off the road?

We cannot offer a replacement vehicle at this time. We are reliant on our supplying partners who are working under enormous pressure and with a reduced workforce. We are prioritising essential workers.

What do I do if my vehicle needs a service?

While service centres are permitted to open, many are closed. Of those that remain open, they are prioritising essential users. As a result, it will not be possible to carry out routine manufacturer servicing at this time.

In the meantime, please make sure your vehicle is topped up with sufficient oil and water.

Can I still take my car abroad?

Issue of foreign travel documents is currently suspended until travel restrictions are lifted.

What can I do if I have a chipped or cracked windscreen?

Our glass suppliers are still open for business, but as with service centres, they are currently focusing their efforts on essential workers. You may experience delays on windscreen repairs for this reason. Call us for further information on 0141 332 2622.

What do I do if I have a puncture or need a replacement tyre?

The majority of fast-fit centres are open however they are prioritising essential workers. If you need urgent assistance, please visit your local fast-fit centre and they will contact us in the normal way.

What happens if I commit a traffic offence?

We recommend that you refrain from driving if you can. But if you are an essential user and you need to travel, please remember that any traffic offences committed while driving are your responsibility.

Some councils and traffic authorities may relax their rules during the emergency period, but it’s your responsibility to check this information. As an example, all road user charging schemes in London have been temporarily suspended from 23rd March 2020 until further notice.

https://tfl.gov.uk/info-for/media/press-releases/2020/march/tfl-suspends-all-road-user-charging-schemes-to-help-critical-workers?intcmp=62502

I am waiting on a new vehicle being delivered to me, what will happen?

All new vehicle deliveries are temporarily suspended. If your car is ready for delivery, we will deliver it to you once the crisis is over. We will not start billing until you have possession of your vehicle.

My contract will expire soon, what should I do?

We are more than happy to help, by extending the end date of your current contract on a day to day basis until travel arrangements get back to normal. We will invoice you or your business up to the date that we collect your vehicle. It is your responsibility to make sure that motor insurance has been extended.

My vehicle is past its contract end date and I would like it collected?

If your vehicle is past the contract end date, you don’t have a replacement vehicle ordered and want to return the vehicle then we would ask you to contact your account manager. They will request five photos (both sides, front and back of the vehicle as well as the odometer). We will then terminate it from the contact end date or the date of notification if you are out of contract. You will need to continue to keep the vehicle insured until we are able to collect it. If you continue to use the vehicle, you will be billed for it up until we can collect it.

Who do I contact if I have a query about my monthly payments to ACVM?

Please email sled.acvm@arnoldclark.com and we will try to answer your query as quickly as possible.

Personal Contract Hire Customers

We realise that Covid-19 may have impacted on your income. If you wish to discuss what payment options are available, including payment holidays, then please contact us at sled.acvm@arnoldclark.com and one of our advisors will contact you to discuss. Alternatively, please call us on 0141 332 2626.

If your next payment is due within 5 days, we will not be able to organise a payment holiday for this payment:

  • If you can make this payment, you can request a payment holiday for the following payment.
  • If you cannot make this payment, you can stop it by speaking to your bank and asking them not to pay the Direct Debit. You will then need to contact us so that we can discuss your options with you.

You may also have to pay other costs in the future if you take a payment holiday. If you keep your vehicle for longer, you will need to pay for your insurance for this extended period. You may also need to pay for additional MOT or servicing costs if you do not have a maintenance agreement and may incur excess mileage charges.

What to do when lockdown is lifted

If you have a collection or delivery arranged, we will be happy to help you as soon the current lockdown is over. We will continue to follow social distancing procedures and we ask that you do the same.

The process will be as follows:

  • We will contact you by telephone 24 hours before collection to confirm the delivery time.
  • Please ensure all belongings have been removed from the car before we collect it. We cannot return these to you.
  • Upon arrival, our driver will call you to advise you that they have arrived.
  • Please make yourself known to the driver and hand over the keys. You can return to your property or place of business while they complete their checks.
  • You will be called and asked for an email address so the collection inspection report can be sent to you. We will not require a digital signature; the driver will sign this off on your behalf.

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