Legal

Feedback & Complaints

Orbis IO Ltd · Operated by Covase Ltd · Last updated April 2026

We take feedback and complaints seriously. This page explains how to give feedback, how to make a complaint, and what happens when you do.

Our commitment

Our business continuously evolves to serve our clients better. Your feedback is a key part of this process — it helps us understand what we're doing right and where we can improve. We believe in accountability and take great pride in our services.

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

How to give feedback

We welcome feedback from clients, fleet managers and drivers. Praise and concerns are equally important in helping us improve.

How to make a complaint

If you want to make a complaint about Orbis or Covase, please contact us via one of the methods above and mark your communication as a complaint. Alternatively, write to:

Complaints Department
Covase Ltd., Woodgreen Farm Barns, Mead Lane, Upper Basildon, Berkshire, RG8 8NA

If your complaint relates to a funder, dealership, manufacturer or other third party involved with your fleet vehicle, please contact your account manager. They will provide details of the relevant complaints procedure or liaise with the third party on your behalf where permitted.

Our complaints procedure

01
Acknowledgement within 2 working days — We will acknowledge your complaint by email or letter within two working days. Complaints received by phone are acknowledged at the time of the call.
02
Formal logging and dedicated contact — Your complaint will be formally logged and assigned a dedicated point of contact. All information is processed in line with data protection law.
03
Investigation and closure within 2 weeks — We aim to close all complaints within 2 weeks of receipt. If this is not possible, you will be notified and given a status update.
04
Final response within 8 weeks — We will send a final response on all complaints within 8 weeks. If this is not possible for any reason, we will write to explain why and advise when you can expect a response.

Escalation — BVRLA conciliation

If you are not satisfied with our response, Covase Ltd is a member of the British Vehicle Rental and Leasing Association (BVRLA), approved by Government as a Consumer ADR body under the Alternative Dispute Resolution for Consumer Disputes Regulations 2015.

You can refer your complaint to the BVRLA's free Conciliation Service: