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Octopus Money Direct Reviews 8

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TrustScore 3.5 out of 5

3.3

Non-Bank Financial Service
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Company details

  1. Non-Bank Financial Service

Written by the company

Octopus Money Direct is part of Octopus Money Group and makes investing easy, with straightforward, no-nonsense investments and pensions. We offer Stocks and Shares ISAs, Investment Accounts and Pensions designed to make it easy for you to make your own decisions to build your financial future. Remember, the value of investments can go up and down, so you may get back less money than you put in. Tax depends on your individual circumstances and the regulations may change in the future. Leave us a review - If you’ve recently interacted with us, please share your experience and feedback here. It helps us to understand what we’re doing well and how we can improve. If you’ve already left us a review - thank you for taking the time. We read all feedback carefully and aim to respond within 48 hours.

Contact info

3.3

Average

TrustScore 3.5 out of 5

8 reviews

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Rated 2 out of 5 stars

They haven't been investing the tax…

They haven't been investing the tax relief on pension contributions.
Pretty basic stuff. Slow to remedy it too.

March 18, 2026
Unprompted review
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Reply from Octopus Money Direct

Thank you for taking the time to share your experience. We’re sorry to hear about your concerns regarding the handling of tax relief on pension contributions.

We take feedback like this very seriously, but we’re unable to identify your case from the information provided. If you could contact us directly on  03455 28 88 88 we would be happy to investigate this fully and resolve as quickly as we can.

Rated 5 out of 5 stars

Excellent online facilities

Excellent online facilities - we switched from Virgin Money, and there had been issues setting up a new direct debit from a third party - it was so easy on the Octopus site -easy to set up an account, everything was done by messaging and quick document upload; all resolved quickly- so far very impressed!

March 5, 2026
Unprompted review
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Reply from Octopus Money Direct

Thanks so much for taking the time to leave this wonderful review!
We’re really glad to hear that the issue was resolved quickly and you managed to set up your third‑party direct debit easily through our Octopus Money Direct online tools.
If you ever need support with anything, just let us know — we're happy to help.

Rated 5 out of 5 stars

Happy with octopus money

Happy with octopus money, have been with them for about 3 years, had good returns when market was down. The app is easy to use as well.

February 22, 2026
Unprompted review
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Reply from Octopus Money Direct

Thanks so much for your review! We’re delighted to hear you’ve been with us for around three years and that you’ve been happy with your experience with us. It’s great to know you find the app easy to use too.If you ever need support with anything, just let us know — we're happy to help.

Rated 1 out of 5 stars

Poor Service Across the Board

Inability to take debit card

Mysteriously cut me off

Then put me hold indefinitely

February 23, 2026
Unprompted review
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Reply from Octopus Money Direct

Thank you for taking the time to share your experience. We’re really sorry to hear how frustrating it was for you, both during the payment process and while on the call with us.
We take all feedback about our service very seriously, especially when it relates to how our customers are treated, and this falls short of the standard we aim to deliver. We’d appreciate the chance to look into what happened and address your concerns properly. Please get in touch with us on 03455 28 88 88, and the team will investigate this for you and make sure your feedback is passed to the appropriate area.

Rated 4 out of 5 stars

Old Virgin Money pension customer.

Old Virgin Money pension customer.
I tried to put some funds into my pension pot online by using my debit card. Not possible. Then I tried to use my other debit card. Also not possible. I informed them about problem, still not possible then Octopus pension told me to ring them instead. So I rang yesterday and a funny guy called Rubin picked up the phone. He behaved like I was doing him a favour. He even told me I was an online customer and I should manage my transactions online. I told him I would have if it had worked. This Rubin man kept making noises on the phone and humming, very irritating so I hang up. He called me back and I said I would ring later. I rang and lucky me the same humming Rubin guy again. I wanted to leave feedback at the end but he ended a the phonecall, so I didn't get the chance. It would be nice if staff were more professional.

January 12, 2026
Unprompted review
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Reply from Octopus Money Direct

Thank you for sharing your experience with us. We’re very sorry to hear how frustrating this has been, both when trying to make a payment and during your phone call.


We take feedback about our service extremely seriously, especially when it concerns how our customers are treated, and this falls short of the standard we strive to deliver. We’d really appreciate the opportunity to look into this further and address your concerns properly. Please contact us on 03455 28 88 88, so the team can look into this for you and ensure your feedback is passed to the appropriate area.

Rated 1 out of 5 stars

My Virgin pension account was supposed…

My Virgin pension account was supposed to be transfered over to Octopus Money Direct. I go through the login, password and then push the button to get a verification code, and wait, and wait, but no code comes. The phone number is correct. On the 7th call the operator tells me the email is the problem. Why? your sending a number to a phone!! Every other bank and financial institution seems to get this right just Octopus seems to be unable to. How good are they going to be managing money if they can't get this simple thing right??

December 8, 2025
Unprompted review
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Reply from Octopus Money Direct

Hi there.

Thanks for taking the time to share this. We're really sorry you had such a frustrating experience getting your account set up.

The team has now resolved the issue on your account, and everything should be working as expected. We’ll give you a call to double-check things are running smoothly and to see if there’s anything else you need.

Rated 2 out of 5 stars

I never signed up with Octopus Money…

I never signed up with Octopus Money but they bought my junior SIPP provider. I tried to login to the app (which I used to do biometrically with my old provider), didn't work, wouldn't recognize the password, so I had to go to their site get a new password, but to login I needed to use the app, so then had to go to Google password manager to copy paste the password into the app, then it says I have to enter a code sent to my mobile, so I have to enter that. all just to access an app that used to take one touch without fail. If this app ever logs me out again I will transfer my SIPPs out straightaway.

December 3, 2025
Unprompted review
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Reply from Octopus Money Direct

I’m really sorry for the hassle you’ve experienced. This isn't the smooth service we're striving to provide.

To help us look into this properly, could you please fill out our issue form here: https://octopusmoney.typeform.com/to/xc9CTMmy
That will let us investigate the login problems directly.

We’re working hard to improve any bumps customers are experiencing, and your feedback helps us prioritise the fixes. Thank you for bearing with us. We really appreciate your patience.

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