Customer Complaints Procedure

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. 

● Resolve complaints as quickly as we can and where possible within 3 working days. 

● If we cannot resolve your complaint within 3 working days, 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 

Email: customerservice@octopusev.com

Social media: Facebook, Instagram, X, LinkedIn 

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 at first contact or within 3 working day, 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. If we think it could take longer, we'll keep you informed and let you know when we expect to resolve the issue and what your options are.

We'll stay in touch throughout the complaint process and after we've shared our final outcome. 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.

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)

Email: complaint.info@financial-ombudsman.org.uk

Website: www.financial-ombudsman.org.uk

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

Email: complaint@bvrla.co.uk

Website: https://www.bvrla.co.uk/consumer-advice/making-a-complaint-adr.html