We’re sorry to hear that your experience did not meet expectations. If you need assistance, we recommend starting with our Help Centre, where you’ll find answers to the most common issues.
If you’re unable to resolve your concern there, you can reach out to our support team via the in-app chat.
To chat with us, go to our 'Help' section in the app and open a new conversation. If you need help with a ride, make sure to select the relevant booking.
However, if you’ve already followed these steps and remain dissatisfied, you may raise a Formal Complaint by following the process outlined below.
Formal Complaint Procedure
- Visit our support page
- Tap the Help button located in the bottom-right corner
- Select Get in touch, then choose Leave a message
- Enter your name and the email address associated with your Freenow account
- Select the country relevant to your complaint
- Under Main contact reason, choose:
- Your user type (Rider/B2B user), then
- The reason that best matches the nature of your complaint
- In the How can we help you? field:
- Begin your message with "Formal complaint" to help us identify and prioritise your case
- Describe the issue in detail. If it relates to a specific trip, please include the date, time, pickup and drop-off locations, driver’s name, and any supporting evidence such as photos or screenshots
- Let us know your preferred outcome
- Tap Send to submit your complaint
What to expect next
Once we receive your complaint, it will be referred directly to the on-duty manager.
- We will acknowledge receipt of your complaint within one working day.
- We aim to complete our investigation and provide a full response within three working days.
- If additional time is required, we will keep you updated throughout the process.
Please note that once an investigation is completed and a final response has been provided, we are unable to reopen or reconsider the same complaint.