Ah Covea. I've just spend a couple of weeks arguing with them over the value of the toasty D3, they are definitely on another planet.
They went ahead without authorisation and paid the finance company before I'd agreed to settle
I debating raking them through the ombudsman for that, but finally got a figure that was passable and by then I'd had enough. They also kept insisting on being sent the V5, despite me pointing out that *I* needed it to transfer the car once settlement was agreed, as *I* was responsible. I get the feeling that's another strongarm tactic - we've got all your paperwork so we can do what we like. In the end to shut them up I sent them a V5, just not the latest one after plate retention so of no use had they tried anything.
Hope you get the result you're looking for.