The Approved Code Scheme is operated by the Chartered Trading Standards Institute

Ark Insurance Group


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Ark Insurance Group Ltd was founded in 2007, entering the Residential Latent Defects/Warranty Insurance market in 2018. Ark quickly gained recognition as one of the most respected scheme administrators with their high quality product and efficient service.

VISIT : The Ark Insurance Group (ext. website)


 CERTIFIED 

Approved Code of Practice

This is to certify that the published Consumer Code of Practice of the Ark Insurance Group was officially granted APPROVED CODE status in February 2024. Since then, the relevant provisions, processes and procedures have been continuously monitored and regularly audited by the Chartered Trading Standards Institute (CTSI) - the representative body of the UK Trading Standards profession, since 1881, and one of the primary Government-endorsed consumer protection bodies in the United Kingdom - operating on behalf of the Approved Code Scheme (see Code Audit Record, below).

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Approved Code Registry :

Code Sector New Homes and Construction Warranties
Code of Practice Click here to view (PDF opens in new tab)
Year of Approval 2024
Members TBC
Last Audited TBC
Code Audit Record  


The Ark Code of Practice


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Ark’s Consumer Code instils confidence in home buyers regarding the after-sales service they receive from developers who are members of Ark’s Code. In the event of a dispute, the Code outlines the expectations of code members and offers an alternative dispute resolution facility.

Read ARK's Code of Practice (pdf)

Purchasing a home is likely to be the most expensive purchase anyone makes in their lifetime and their home is often their pride and joy. If issues arise these can be distressing to the home owner and anyone living in the property it is therefore crucial to address any issues promptly and safely. Buying a house without a warranty and/or consumer code protection poses a substantial risk and could be very costly for the home buyer

Home buyers can expect the following from Ark’s Consumer Code Members :

  • Fair, transparent, and non-discriminatory treatment from Code Members and their Agents
  • A new home that is constructed to a satisfactory standard and suitable for its intended purpose. 
  • A new home that matches the description in any sales, marketing, or documentation provided as a basis for purchase. 
  • Complaints regarding the new home to be acknowledged and rectified by the Code Member, where justified. 
  • Access to a free, quick and efficient Dispute Resolution service in the event that any disputes cannot be resolved with the Code Member.

Ark primarily caters to small to medium-sized developers, constructing everything from single houses to large developments with hundreds of units, whether as new builds or conversions. Ark’s rigorous member selection process ensures that home buyers feel confident that any issues arising after purchasing a home with an Ark Warranty will be promptly addressed.

Ark ensures that developer members possess appropriate experience or engage suitably experienced contractors. Additionally, they must have adequate funding for the construction project. The project undergoes on-site surveys during construction, and Ark’s past experience with each member must be satisfactory. Furthermore, every developer member is required to complete and pass Ark’s Consumer Code training. Additionally, we proactively collect feedback from new homeowners at 8 weeks and 12 months after purchase, closely monitoring their responses.

Instances of Ark developer members violating our code of practice are rare, primarily because new home warranties are nearly always a prerequisite set by mortgage lenders. Developers adhere to this requirement, as failure to do so could lead to sanctions, negative publicity, and Ark no longer providing warranties for that specific developer. Consequently, this situation would make it more challenging for the developer to sell the properties they build.

For further details on the Disciplinary and Sanctions process, you can refer to Section 6.4 on page 12 of our Code. Further information can be found on the Ark website


Disputes and Complaints


As a consumer, if you ever enter into a dispute with a business that is a member of the Ark Insurance Group, the business must offer you Alternative Dispute Resolution (ADR). This is a simpler, cheaper and faster alternative to going to Court. And the adjudications of the independent ADR body are binding on the business (although you are still free to go to Court afterwards).

Offering customers ADR is a mandatory and non-negotiable requirement for membership of the Approved Code Scheme - ensuring that only the best, most customer-centric businesses remain in the scheme. It also acts as a powerful incentive for any member business to treat you with respect, courtesy and fairness, at all times.


Ark's Alternative Dispute Resolution (ADR) : 

Independent ADR Body Centre for Effective Dispute Resolution (CEDR)
Website www.cedr.com
Phone number 020 7536 6000
NOTES  

Complain about an Ark Member business

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.


Complain about Ark Insurance Group

Ark Insurance Group Ltd holds direct authorisation from the Financial Conduct Authority (FCA), which means they are subject to regulatory oversight. Ark has implemented a robust complaints process, and in most cases, complaints can be escalated to the Financial Ombudsman Service for resolution.


Organisation Information


Code Sponsor Name Ark Insurance Group 
Website www.arkinsurance.co.uk
Contact Number
02476 437611
Email or Online Form info@arkinsurance.co.uk
Contact Address 1410 Spring Place, Herald Avenue, Coventry Business Park, Coventry, CV5 6UB

Corporate Details (from Companies House) :

Registered Name ARK INSURANCE GROUP LIMITED
Company Reg. No. 08864405
Established 2014
Reg. Address Leofric House, Binley Road, Coventry, West Midlands, CV3 1JN 

PLEASE NOTE : We recently changed the consumer-facing name of the scheme from the Consumer Codes Approval Scheme (CCAS) to the Approved Code Scheme. However, some of our publicity and contractual materials (produced before June 2024) may still include references to the original name. Until we have adapted everything, both names remain valid - and we apologise for any confusion.

The Approved Code Scheme, c/o CTSI, 1 Sylvan Court Sylvan Way, Southfields Business Park, Basildon, Essex, SS15 6TH

© 2024 Chartered Trading Standards Institute. All rights reserved; Company no. RC000879.

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