If you feel you have been mistreated by a business that is a member of the Approved Code Scheme, there are steps you can take. In the first instance, please reach out to them - explaining the nature of your complaint in clear and unambiguous language, and mentioning that you are aware of their membership of the Ark Insurance Group and the Approved Code Scheme. In most cases, this approach will ensure your complaint receives proper attention - and, ideally, a resolution will be forthcoming. If you are not happy with the result, they must offer you Alternative Dispute Resolution, or you can request it.
Only if this approach fails to bear fruit should you contact Ark Insurance Group, or their nominated ADR body (see their contact details, above) - who will then do their best to help you resolve your dispute with the business.
Ark's Advice :
The process for handling complaints and disputes is outlined in Section 6 on page 10 of the Ark New Home Buyer’s Consumer Code. According to the Code, complaints must be raised with the member developer within 2 years of either the practical completion date or the sale completion date, whichever is later. The Developer member is then given the opportunity to resolve the complaint, and they must have a clear process for doing so. If the complaint remains unresolved, the home buyer has several options: seeking external mediation or legal resolution through a third party, or escalating the dispute to the alternative dispute resolution service.
For further details, please contact Ark Insurance Group Ltd.