If you believe that our FREENOW service has not met your expectations, the best place to start is our Help Center. If you can't find what you're looking for or prefer to speak with someone, try contacting our support team by submitting a request.
If you have already followed these steps, or are not satisfied with the assistance received and wish to file a formal complaint, below you will find information on how to do so.
Formal Complaint Procedure
Formal complaints cannot be submitted over the phone, but must be submitted through the following form, including the following information:
- The email address associated with your FREENOW account (if applicable)
- The country to which the complaint refers (where the trip took place/incident occurred)
- The service that was used (e.g. taxi)
- Who you are (passenger, driver, or operator)
- Your "main reason for contact" should be "Other"
- The subject should be "Formal Complaint", as this makes it easier for us to find and address your issue
- The reason for your complaint/description of what happened
- Trip details (such as date, time, pick-up and drop-off locations), the incident or interaction with the Customer Service team to which the complaint refers
- Any evidence or supporting information, including photos or screenshots
- The preferred outcome of the complaint
What happens next?
Once we receive your Formal Complaint, it is immediately forwarded to the relevant party.
We commit to confirming receipt of your complaint within 1 working day. Next, we will try to complete the investigation of your complaint and provide you with a response within 3 working days. In exceptional cases where this is not possible, we will proactively inform you and keep you updated.
Once our investigation is concluded and we have provided you with a response, it will not be possible to resubmit the same complaint for reconsideration.