Complaints Procedure

How we Deal with your Enquiries and Complaints

ARK puts customer service and commitment to our customers at the heart of what we do. We strive to get it right, first time, every time. But occasionally, things don’t go as planned. If this happens we’d really like your feedback as not only does it allow us to explain and apologise to you, it also helps us to improve our service. We want to help you resolve your complaint as quickly as possible.

If you have a complaint please contact us with the details. All complaints will be treated as confidential.

Complainants will be kept informed about the progress and outcome of their complaint and all complaints will be recorded and monitored.

We recommend that the sooner you bring any concerns to our attention the sooner we can resolve it.

ARK will always endeavour to comply fully with the terms and conditions of our contractual agreement as we appreciate and value all our customers.

The Complaints Handling Procedure

On receipt of your complaint the matters raised will be investigated by our Quality Assessment Department and allocated to the most appropriate manager/department to address the issues.

ARK feel that keeping our customers informed is vital and have in place a monitoring system to check progress.

Action we will take:

Acknowledge your complaint promptly.
Advise you clearly who is investigating your complaint.
Carry out a thorough investigation into the matters you have raised and instigate action.
Maintain contact until the matter has been satisfactorily resolved.
We aim to resolve all issues within 8 weeks

Please fill out the contact form to the right hand side of this page.