Updated: 25.11.2025

At Octopus EV, customer reviews play an important role in helping people understand the quality of our products and services. They also help us learn from real customer experiences so we can continue improving our leasing products.

This explains how we collect, display, and manage reviews in a fair, transparent, and consistent way.

We only publish genuine customer reviews on our website (https://octopusev.com/). We do not hide negative reviews or manipulate ratings, and reviews will be displayed in date order by default. 

When we reproduce customer reviews on other channels such as our website, social media, email, printed materials, or press content, we may use the full review or a shortened version. If a review is shortened, we will not change its meaning or remove context that could mislead.

If you submit a review on Trustpilot, it will be published on the Trustpilot platform and moderated in line with Trustpilot’s policies. On our own website, we remain responsible for ensuring that the reviews we display are genuine and presented fairly. Read more about how Trustpilot checks and verifies reviews. 

We may invite you to leave a review after leasing a vehicle or interacting with Octopus EV. Leaving a review is completely optional, and you’re free to share any experience, positive or negative. When we ask for a review, we’ll explain clearly how to submit it.

Reviews help us understand customer experiences and improve our services. If you want us to investigate or resolve an issue, please use our Complaints Procedure, as reviews aren’t monitored in the same way.

Please feel free to share an honest review of your experience, even if it was negative, we publish all genuine feedback.

Resolving any issue will never depend on you leaving, changing, or removing a review.

Sometimes we offer a small incentive, such as charging credit in return for leaving a review. Any incentive will always be clearly disclosed at the time you’re invited to review, including what you will receive and a link to the relevant Terms and Conditions. Published incentivised reviews will feature a pink gift icon in the bottom-left corner.

Incentives are offered for leaving any review, not only positive ones. 

We want our reviews to reflect real customer experiences. We may remove reviews that are unlawful, offensive, spam, or that we reasonably believe are not genuine, for example:

• reviews that include false or misleading information
• reviews from people who haven’t used our products or services
• reviews submitted to artificially increase or decrease our ratings

To do this, we may:

• verify reviews by checking they relate to an actual lease, enquiry or interaction
• monitor for patterns that suggest reviews are not authentic (such as repeated content or unusual activity)
• report reviews to Trustpilot if they appear to be posted in error or cannot be linked to any genuine customer interaction after reasonable attempts to verify

We apply the same checks to positive and negative reviews.