No sense of urgency or willingness to support

We have a Building Loan in place, we recently requested an extension to the building period and requested that an Arbitrator be appointed as we have had endless difficulty with the Builder not being honest with us with regards to delays. The building loan was extended but no Arbitrator appointed by the bank, yet the building contract clearly states that the bank would need to appoint someone. We did not receive any courtesy calls back to explain anything not even to confirm the extension. I find this to be poor service as we are their clients and they have an invested interest in this property but will not offer some sort of assistance or support as long as they receive the interim interest they couldn't be bothered by anything else.. This is clearly now a special situation, we require some sort of assistance from a high power as the Builder doesn't seem to be phased by us. I was told to approach the NHBRC instead as they only will appoint someone if it is to register a property (so basically only to secure monthly payments, they are quite happy to be receiving interim interest indefinitely with very little client service)