At Covertime we want our customers to receive five-star service. In the event you feel we have fallen short of this; you are entitled to complain, and we'll do what we can to put things right for you. If you're unhappy, we're unhappy.
How to contact us
By email: [email protected];
In writing: 3rd Floor 21 Perrymount Road, Haywards Heath, West Sussex, RH16 3TP.
By phone: you can call the team on 0333 038 5355.
Accessibility
If you have any communication needs or you would prefer to register your complaint over the phone, please let us know and we'll do our best to assist you.
Customer Complaints Process
A printable version of this process can be downloaded here:
Complaints are handled using our Customer Complaints Procedure. This outlines how we'll handle your complaint and the timescales we will work towards, ensuring your complaint is handled fairly and impartially and within the defined timescales.
On receipt of your complaint, we'll acknowledge your complaint within three business days and provide a copy of this procedure.
If we can resolve the complaint to your satisfaction within three business days, we'll do so, and we will send you a summary resolution communication telling you that the complaint is considered resolved and how we've resolved it.
If we can't resolve your complaint in three business days, we will assign a dedicated Customer Operations Specialist to review the complaint and carry out a thorough investigation. You will be given a unique complaint reference number.
We will keep you updated on timescales as the complaint progresses. We may ask for additional information to help with the investigation. We may also need to ask third party partners for their input.
You will receive a written response from us within 8 weeks of receiving your complaint. This will detail the investigation and the outcome of your complaint.
Our Customer Operations Director will monitor the complaint and have final sign off.
What to do if you're unhappy with our decision
It is always our aim to do everything we can to resolve things for you as quickly as possible. If you're not satisfied with our decision, or if we fail to complete our investigation in eight weeks, you have the right to refer your complaint to the Financial Ombudsman Service. You must do so within 6 months of the date of our final response.
The Financial Ombudsman Service settles complaints between consumers and businesses that provide financial services. They resolve disputes fairly and impartially and have the power to put things right. Their service is free of charge for you.
You can contact the Financial Ombudsman by phone: 0800 023 4567, or email: [email protected] . You should only contact the Financial Ombudsman once you have received our final response, or if your complaint is open for over 8 weeks.
The Financial Ombudsman referral service does not affect your right to take legal action against Covertime.
Forwarding complaints
It may be that your complaint isn't directly related to Covertime, but a third-party partner that we work with to fulfil your policy. In such an event, we will forward your complaint to the correct company and let you know. We'll ask to be kept updated on the progress of your complaint so we're able to assist you as much as possible.