Customer Complaints Procedure
Our Commitment to Handling Complaints
We know that sometimes things go wrong and we really value your feedback. Letting us know when you are not happy with our people, products or services provides us with the opportunity to put the situation right as quickly as possible and helps us to improve our service for all our customers. Our promise is to:
● Treat your complaint fairly.
● Try to resolve complaints when you first contact us.
● If we cannot resolve your complaint straight away, we will send you a response in writing
● Keep you informed of our progress.
● Learn from our mistakes to make things better.
How to make a complaint
You can make a complaint via any of the following channels. We will respond via email but can send a letter if requested.
Phone: +44 (0) 20 3389 59 59
In writing: Octopus Electric Vehicles, UK House, 2 Great Titchfield St, Fitzrovia, London W1D 1NN
What happens next?
We will handle your complaint as quickly and thoroughly as possible. If we cannot resolve your complaint immediately, we promise to keep you informed of our progress until your complaint has been resolved. We will aim to resolve your complaint within a maximum timescale of eight weeks. To keep you fully informed of the progress, if we have not been able to resolve your complaint within four weeks, we’ll write to you and let you know this is the case. Should you have any further concerns or information relating to your complaint, please use the contact details provided to contact us directly, either by phone or letter, so that we can fully address the concerns you raised.
Not satisfied with our response?
We are committed to ensuring all complaints are fully and fairly addressed and we work hard to ensure our customer outcomes are appropriate and fair. Should you remain dissatisfied after you have been provided with our final response, or if eight weeks have passed since you first raised the matter with us, you may have the option to refer the matter to the Financial Ombudsman Service or British Vehicle Rental and Leasing Association.
It is our policy to treat all complainants fairly, however, Eligible Complainants are legally defined and have additional rights in law that we must acknowledge and adhere to. These rights include the right to refer a complaint to the Financial Ombudsman Service (see below).
An Eligible Complainant, has been classified by the FCA as a customer of the firm who is a:
- A private individual
- A business which employs fewer than 10 people; and has a turnover or annual balance sheet that does not exceed €2 million (some additional restrictions may apply)
- A charity which has an annual turnover of less than £6.5 million
- A trust which has a net asset value of less than £5 million
You can make a complaint directly or you may authorise somebody else to make a complaint on your behalf.
The Financial Ombudsman Service
If you don’t feel our final complaint outcome has resolved your personal contract hire or Powerloop products complaint, there is a further escalation process available to you.
The role of the Financial Ombudsman Service (FOS) is to help settle individual disputes between consumers and businesses providing financial services in the UK. The FCA and Financial Ombudsman Service are two separate organisations: more info here.
If you contact the FOS before you have received your final response letter from us, or before the eight weeks have passed since you initially raised your concerns with us, the FOS will refer you back to us to resolve your complaint.
The full contact details for the Financial Ombudsman Service are detailed below:
Write to: Financial Ombudsman Service, Exchange Tower, London, E14 9SR
Phone: 0800 0 234 567 (free from landlines) or 0300 123 9 123 (charged at a national rate)
British Vehicle Rental and Leasing Association (BVRLA)
If you don’t feel our final complaint outcome has resolved your salary sacrifice or brokered products complaint, there is a further escalation process available to you.
You may have the right to refer your complaint to the BVRLA’s Alternative Dispute Resolution Service, free of charge – but you must do so within 12 months of the date of our outcome response. If you don't refer your complaint in time, the BVRLA won't consider your complaint.
The full contact details for the BVRLA’s ADR service are detailed below and further information can be found on their website:
Write to: ADR Service BVRLA, River Lodge, Badminton Court, Amersham, Buckinghamshire, HP7 0DD