Updated: 14.10.2025

At Octopus EV, we understand that customer reviews are extremely useful for anyone looking for information about the quality of the products and services we provide.

We are also committed to collecting reviews for our own benefit, to improve our leasing products in line with customer feedback.

This policy outlines how we collect, display, and manage the review process fairly and transparently.

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.

We may publish customer reviews and testimonials across a variety of channels, including our website, social media platforms, email campaigns, printed and direct mail materials, and press materials. Reviews may be reproduced in full or in part, but will always be presented fairly and without alteration that could mislead.

Where reviews are shortened, we will ensure that the meaning is not changed and that the review continues to reflect the customer’s genuine experience.

If you have been asked to submit a review to Trustpilot, your review will be published on the Trustpilot website. In these cases, Trustpilot is responsible for making sure that a review is genuine. Read more about how Trustpilot checks and verifies reviews.

We may remove reviews that contain offensive language, personal information, spam, or anything unlawful. We will also remove reviews that are not genuine (see Section 5: Preventing Non-Genuine Reviews).

We may invite you to leave a review after you lease a vehicle, or otherwise interact with Octopus EV. When we ask for a review, we will explain clearly how you can submit it.

It is always completely optional to leave a review, and you do not have to leave a positive review. Leaving a review is always completely optional, and you don’t need to leave a positive review. You can share your experience, positive or negative, and we commit to publishing all genuine reviews we receive

Leaving a negative review on our website is separate from our complaints procedure.

• A review is feedback you submit for publication on our website.
• A complaint is an expression of dissatisfaction with our products or services that you’d like us to correct. You can submit a complaint via our Complaints Procedure.

If you think that Octopus EV has treated you unfairly and are searching for a resolution to your complaint, it’s important that you submit your complaint via our complaints process, as we do not treat negative reviews as complaints. You are also welcome to leave a review that reflects your experience.

An incentivised review is a customer review where the person writing it receives something in return, like a reward, discount, free product, or loyalty points for leaving the review.

Octopus EV sometimes offers incentives for reviews. Where reviews are incentivised, we’ll typically offer customers charging credit in return for sharing their thoughts.

We label opportunities for incentivised reviews by clearly indicating what you’ll receive in return, alongside a link to our relevant Terms and Conditions.

It’s important that the reviews we publish accurately reflect our products and services, and how we deliver them.

This means that we take action to remove any reviews that we consider:

• Misleading: containing false or inaccurate information about our products or services
• Submitted by non-customers: written by people who haven’t actually used or purchased the product/service
• Submitted to unfairly boost or damage ratings: intended to manipulate the overall rating, either positively or negatively

We take a proactive approach to preventing, identifying, and deleting non-genuine reviews by:

• Verifying reviewers: where possible, we verify that a review comes from a genuine customer by cross-checking it against our records of vehicle leases, service interactions, or other verified customer engagements
• Monitoring and detection: we monitor reviews for signs of non-genuine activity, including repetitive patterns, reviews submitted from the same device or IP address, suspiciously similar content, or reviews that do not reflect an actual experience with our services
• Reporting reviews we believe to be non-genuine to Trustpilot – we flag any one-star, non-descriptive reviews for which we can’t find a linked driver, and for which reviewers refuse to provide any extra information. We also report reviews we think have been submitted for Octopus EV in error.