Founded in 1954, Arnold Clark has grown to become the UK’s leading independently owned car retailer, operating a network of over 200 branches nationwide. The company’s core business has evolved from selling hundreds of thousands of cars a year to offering a comprehensive end-to-end service, including vehicle servicing, financing and fleet management.

As part of their commitment to sustainability and customer convenience, in 2024 they successfully rolled out their own ultra-rapid charging network – Arnold Clark Charge. With more than 350 charge points across almost 60 locations, it delivered over 45,000 bookings and supplied 1.4 million kWh of energy in 2025 alone. The network is available to Arnold Clark customers, as well as the wider public.

Fuuse was selected to manage the charge points on the Arnold Clark Charge network, and the partnership has since evolved with Fuuse now providing driver support services aswell.

the Challenge:

When Arnold Clark Charge launched its public charging network, two of the highest priorities were to:

Deliver an exceptional experience aligned with the wider Arnold Clark brand.
Ensure compliance with Public Charge Point Regulations (PCPR).

To comply with PCPR, Arnold Clark needed to introduce a 24/7 Driver Support line, one that could handle calls effectively in line with their unique set of dynamics. Arnold Clark operate in a complex technical environment, and have a system in place that enables customers to book charging slots at times that suit them.

Driver support call handlers would need to know how to resolve issues specific to this, such as booking validation, session timing issues and access control queries, as well as other more generic issues that highlight the operational realities of EV charging.

Arnold Clark Charge work to extremely high standards in terms of customer experience and needed a driver support service that could match this. One performance objective is for every driver to leave their premises having successfully completed a charge. They trusted Fuuse to help fulfil this.

the solution:

When something goes wrong for a driver while trying to charge their EV, the support line becomes the brand, and for Arnold Clark Charge, excellent brand reputation is non-negotiable.

As the existing CPMS provider, with deep knowledge of the app and charger functionality and a focus on delivering exceptional, brand-enhancing service, Fuuse was ideally placed to provide driver support for Arnold Clark. For the partnership to work, Arnold Clark needed the following:

Prioritisation of reputation and brand standards

For Arnold Clark Charge, a basic helpline to meet regulations wasn't enough. The service had to feel like an extension of the Arnold Clark brand, which is why Fuuse was so well positioned to deliver it. Driver support is a commercial priority for Fuuse, which means exceptional service comes as standard, protecting and enhancing brand reputation.

Deep understanding of EV charging

Charging networks are operationally complex, involving many moving parts. Hardware reliability, payment systems, app functionality, back-office management and on-site customer experience all have their part to play. With a deep understanding of the EV charging ecosystem and years of experience, Fuuse was ideally positioned to integrate a driver support function with Arnold Clark Charge.

Expertise in unique bookable charging model

Drivers can book charging sessions in advance with Arnold Clark Charge's booking system. But with this convenience comes extra responsibility for call handlers who need to be fully versed on booking validation, session timing issues, access control queries and customer expectations around reserved slots. Fuuse's close involvement in CPMS and app functionality means the support team are fully equipped to handle booking-related queries with confidence and accuracy.

Agility in a complex technical environment

Arnold Clark Charge operates within a sophisticated and evolving technical ecosystem. The driver support partner needed to be technically fluent, agile in responding to system developments, able to work collaboratively with internal teams and capable of escalating and resolving issues intelligently. Fuuse's agile approach and ability to tailor solutions made us the ideal fit to deliver driver support for Arnold Clark Charge.

“At Arnold Clark Charge, we aim to deliver reliable, ultra-rapid electric vehicle charging to customers across the UK and Fuuse Driver Support has been key in helping us to do just exactly that. From the start, it was clear they understood the importance of not just keeping chargers online, but supporting drivers in the moments that matter most. Their responsive, knowledgeable support team gives our customers confidence to charge with us, knowing help is always available if they need it. What really set Fuuse apart for us was their ability to act as a seamless extension of our brand. Fuuse has helped us deliver a charging experience that drivers can rely on and return to. ”

Pablo Levi
Group Sustainability Manager at Arnold Clark

Support services from Fuuse

Deliver operational excellence | simplify compliance | boost reputation.

24/7 UK-based driver support from Fuuse helps you provide PCPR compliant, reliable charging that gives drivers confidence to return to your EV driving network.

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