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Customer Complaints Procedure

Our Commitment to Handling Complaints

We know that sometimes things go wrong and when that happens we really value your feedback and the opportunity to put things right. Letting us know when you are not happy with our people, products or services helps us to improve our service for all our customers.

Our promises to you are:

  • To treat your complaint fairly and impartially.
  • To resolve your complaint as quickly as we can and where possible within 3 working days.
  • To keep you informed of our progress, especially where your complaint is complex and/or taking longer to resolve.
  • To 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
  • Email: customerservice@octopusev.com
  • In writing: Octopus Electric Vehicles, UK House, 5th Floor, 164-182 Oxford Street, London W1D 1NN

What happens next?

We will handle your complaint as quickly and thoroughly as possible. If we cannot resolve your complaint at first contact or within 3 working days, 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. In the rare case where we think it could take longer than eight weeks, we'll keep you informed and let you know when we expect to resolve the issue and what your options are.

Should you have any further concerns or information relating to your complaint, please contact us directly, either by phone or email, so that we have as much information from you as possible, and can fully address the matter.

We'll stay in touch throughout the complaint process and will share our final response in writing.

In some cases, we may have to forward your complaint to another party (for example to the vehicle manufacturer). If that happens, we will make you aware and whilst we are not responsible for complaints that are forwarded to other parties, we will support you to get a full response to your concerns.

Not satisfied with our response?

We are committed to ensuring all complaints are fully and fairly addressed, but if you remain dissatisfied 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.

Escalating complaints about personal contract hire (PCH): The Financial Ombudsman Service

If you don’t feel our final complaint outcome has resolved your personal contract hire (PCH) 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, there is more information here. The service is free of charge, but you must refer your complaint within 6 months of receiving our final response and you must be a personal contract hire customer.

The full contact details for the Financial Ombudsman Service are detailed below:

  • In writing: 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)
  • Email: complaint.info@financial-ombudsman.org.uk
  • Website: www.financial-ombudsman.org.uk

Please note: If you contact the FOS before you have received our final response letter, or before eight weeks have passed since you initially raised your concerns with us, the FOS will refer you back to us to resolve your complaint.

Escalating complaints about salary sacrifice scheme: 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 final 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:

Please note: If you contact the BVRLA before you have received our final response letter, or before eight weeks have passed since you initially raised your concerns with us, the BVRLA will refer you back to us to resolve your complaint.