If you are dissatisfied in any way with the Ark Financial Group service, we want to know about it. We want to get it right for you. We have a formal internal complaint handling process and will try to reach a satisfactory resolution with you as soon as possible. Please contact 03 360 2001 and you can make your complaint verbally, by email admin@arkfg.co.nz or letter to PO Box 20-335 Bishopdale 8543.
We will acknowledge your complaint within 2 working days and try to resolve your complaint within 10 working days. We may need to ask you for further information or agree on an extension if the issue is complex or there are issues outside our control.
If we cannot agree on a resolution you can contact our office for the contact details of the independent external dispute resolution scheme for your adviser. They will investigate your complaint and work to facilitate an agreed resolution. If this is not possible the Scheme may make a formal decision which is binding on Ark Financial Group, but not unless you accept the decision. The process is free to you and the Scheme will assist you to lodge your complaint.
