Our commitment to you

 

Our business continuously evolves to serve our clients better.

Your feedback is a key part of this process. It helps us to understand what we're doing right and where we can improve.

 
 
complaints and feedback commitment
 

How to Give Us Feedback

We love hearing from clients and drivers. Praise and concerns are equally important in helping us improve our service.

If you've got something to say about our staff or our services we're all ears. You can either use the comments box on our online contact form, email hello@covase.co.uk or touch base with your account manager.

 
covase complaints and feedback
 

Complaints

 
Covase complaints procedure
 
 

We believe in accountability and take great pride in our business services.

In the unlikely event that we have not met an agreed fleet management service SLA, we will always refund our management fees to date for that vehicle back to the client company.

 
 

How to Make a Complaint

If you want to make a complaint about Covase, please either email hello@covase.co.uk or contact your Covase account manager directly. Alternatively you can write to us at our office address (Complaints Department, Covase Ltd., Woodgreen Farm Barns, Mead Lane, Upper Basildon, Berkshire, RG8 8NA).

All complaints will be dealt with promptly and professionally. Cases are formally logged and then tracked through the Covase complaints procedure below. During this time, you will be given a dedicated UK point of contact for any queries or questions you may have regarding your complaint.

If you want to make a complaint about your funder, a dealership, a manufacturer or any other 3rd party involved with the management/delivery of your fleet vehicle, please contact your Covase account manager. They will be able to provide you with details of that company’s respective complaints procedure or, with your permission, will look to liaise with these 3rd parties on your behalf (where their security procedures allow).

 

Covase Complaints Procedure

We believe every customer deserves a fair, swift and courteous service. This applies to all aspects of our business, including if you should have a complaint about us or our partners. As you would expect, all complaint information will be processed in line with the law, respecting the privacy of personal and confidential data.

 
  1. We will acknowledge complaints via email/letter within two working days of receipt. (Complaints received by telephone will be acknowledged at the time of the call.)
  2. We will formally log the complaint and assign a dedicated point of contact to each case.
  3. We will investigate the complaint and look to close the case within 2 weeks of receipt. If we are unable to provide a final response within this time, the complainant will be notified and provided with a case status update.
  4. We will endeavour to send a final response on all complaints within a maximum of 8 weeks from receipt. If we are unable to do this for any reason, we will write to the complainant explaining why and advise when they can expect a final response.
 

If more than 8 weeks from the date of receipt of a complaint has passed and the complainant has received no update, or if they are not satisfied with the progress of the complaint or the final response, the complaint can be taken up with one of our regulatory bodies: the BVRLA (our UK vehicle leasing regulator for all service related issues) or the Financial Ombudsman Service (financial regulator for issues regarding funding or leasing contracts):

 
 
 
 

The BVRLA provide a complaints form and various contact methods on the conciliation service section of their website.

The Financial Ombudsman Service (FOS) provide an online complaints form as well as other contact methods on the consumer complaints section of their website. (The complainant must refer their complaint to the FOS within 6 months of the date on the final response.)