If you feel that the service did not meet your expectations, the first thing to do is to check our FAQ. If you cannot find what you are looking for, or if you prefer to speak with someone, try contacting our Support team by submitting a request.
If you have already gone through these steps, or if you are dissatisfied with the support received and wish to file an official complaint, below you will find the information to do so.
Formal Complaint Procedure
A formal complaint must be submitted via the form below. Formal complaints cannot be submitted by phone.
Your properly submitted request must include the following information:
- The email address associated with your FREENOW account (if applicable)
- The country concerned by the complaint (where the ride/incident took place)
- The type of service used (e.g. VTC, Scooter)
- Who you are (Passenger, Driver, or Operator)
- Your main reason for contact should be "Other"
- The subject of your feedback should include "Formal Complaint," to help us identify and address your issue(s) more quickly.
- The reason for your complaint / description of what happened
- Information related to your ride (such as date, time, and pick-up/drop-off locations), the incident that occurred, or the interactions you had with our Support team that led to your complaint.
- Any evidence or information to illustrate the incident, including photos and screenshots
- The expected resolution following your formal complaint
What happens next?
When we receive a formal complaint, the responsible manager will be immediately informed.
We commit to providing you with an initial response, acknowledging receipt of this request, within 1 business day. We will then attempt to conduct an internal investigation to address your complaint and provide a response within 3 days of receipt.
In the rare occasions when this is not possible, we will proactively inform you and keep you updated.
Note: Once your complaint has been submitted and a response has been provided, it will not be possible to submit a new complaint for review.