Complaints Procedure

Last updated: March 2026

Govantage is committed to providing a high-quality service. If you are unhappy with any aspect of our service, we want to hear from you so we can put things right.

How to Complain

You can submit a complaint by:

• Email: complaints@govantage.uk
• In-app: Use the support chat and select “Complaint” as the category
• Post: Govantage Limited, Complaints Department (address on request)

Please include:

• Your full name and account email
• A clear description of your complaint
• What outcome you are seeking
• Any relevant evidence (screenshots, photos, correspondence)

Our Process

1. Acknowledgement: We will acknowledge your complaint within 2 working days
2. Investigation: A senior team member will investigate the matter. We may contact you for additional information.
3. Response: We aim to provide a full written response within 10 working days. If the matter is complex, we will write to you explaining the delay and provide an estimated resolution date.
4. Resolution: We will explain our findings and any action we propose to take. If we are at fault, we will explain what we will do to put things right.

If You’re Not Satisfied

If you are not satisfied with our response, you may:

• Request an escalation to a director of the company
• Seek independent mediation
• For data protection complaints, contact the Information Commissioner’s Office (ICO) at ico.org.uk

Learning from Complaints

We review all complaints to identify trends and areas for improvement. Your feedback helps us provide a better service for all our drivers and partners.