Your safety and security are at the core of everything we do at Freenow.
If you encounter any safety problems during your ride—whether related to your driver, the vehicle, or your overall experience—don’t hesitate to report them. We take every concern seriously and will do everything possible to resolve the issue and maintain a safe environment for everyone.
This guide provides a clear process for reporting safety concerns, what actions Freenow takes to address these issues, and how we ensure your experience remains secure and comfortable.
How Freenow handles safety issues
Types of safety issues you can report
Reporting a safety issue during your trip - Immediate Assistance 🚨
Reporting a safety issue after your trip
What happens after your report?
Preventive measures you can take
How Freenow handles safety issues
Freenow is committed to providing a safe environment for both passengers and drivers. Here’s how we approach safety concerns:
Zero Tolerance for Unsafe Behavior
- Driver Accountability: We have a strict policy regarding unsafe, disrespectful, or discriminatory behaviour. Drivers are expected to maintain professionalism and provide a secure environment for all passengers. Any breach of these standards will result in immediate investigation and potential removal from the platform.
Ongoing Safety Measures
- Continuous Monitoring: We monitor driver behaviour through passenger feedback, ratings and reports. This allows us to take swift action in case of any recurring issues.
- Training and Support for Drivers: Freenow provides drivers with training and resources on safety, professionalism, and customer service to ensure a positive experience for everyone.
Transparency and Communication
- Freenow believes in clear communication. We make sure to keep you informed every step of the way, from your initial report to the final resolution.
Types of safety issues you can report
Misconduct, discriminatory or unsafe behaviour from your driver
- Misconduct: At any time during the trip, your driver’s actions made you feel uncomfortable or unsafe.
- Discrimination: You felt discriminated against based on race, gender, age, religion or any other factor. Freenow is committed to ensuring all passengers are treated with respect and dignity.
- Dangerous driving: The driver drove recklessly or dangerously.
Trip Issues and Driver Conduct
- Driver refused to accept your trip: A driver refuses to pick you up or cancels the ride without a valid reason.
- Driver took a longer or unnecessary route: Your driver took a longer route than expected or intentionally drove a different way. Provide the details, including the route taken, and we'll review the situation.
- Driver wouldn’t take an alternative route: You ask your driver to take a different route (e.g., to avoid traffic or construction) and they refuse without a valid reason.
Vehicle inconsistencies
- Vehicle didn’t match the app profile: The car you were picked up in didn’t match the details (e.g., model, colour, or license plate number) provided in the app. This can be a safety concern, and we’ll investigate to ensure that drivers are adhering to the platform’s standards.
Reporting a safety issue during your trip - Immediate Assistance
If you experience any safety-related issues during your ride, it’s important to act quickly.
If you have been involved in a serious incident or feel unsafe, then we strongly recommend you contact the emergency services on 999.
Also, Freenow provides various ways to report incidents in real time or after the ride:
- Contact our 24/7 Passenger Care Team at +44 (0) 203 966 6933 (only for the UK).
- Chat with us through the app. Select ‘Help’ from the trip screen, start a new conversation and report what happened by selecting 'Accidents & Safety Issues'
Reporting a safety issue after your trip
If the situation isn’t an emergency but still requires attention. Contact Freenow support directly through the app.
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.
Our Team will investigate the issue and get back to you with an update.
What happens after your report?
1. Investigation Process: Our support team will investigate your report by reviewing trip details, driver behaviour, and any other relevant information. This process may involve contacting the driver directly to gather their side of the story.
2. Feedback and Resolution: Once the investigation is complete, you will be notified via email about the outcome. If the issue is deemed to be a violation of Freenow’s policies, appropriate actions will be taken to resolve the matter. This may include penalties for the driver or other corrective actions to ensure your safety and comfort.
What Freenow can’t do
While we take all reports seriously, please note that Freenow is not responsible for certain actions outside our control (e.g., accidents, medical emergencies, or issues unrelated to driver behaviour). However, we will always support you in resolving any matters within our platform’s scope.
Preventive measures you can take
While Freenow strives to create a safe environment, here are some steps you can take to ensure your safety during rides:
- Verify Driver and Vehicle Details: Always double-check the vehicle information, including the license plate number, car make/model, and driver’s name before entering the car.
- Sit in the Back Seat: For your comfort and safety, especially if you’re travelling alone, we recommend sitting in the back seat.
- Share Your Ride Details: Use the ‘Share My Ride’ feature to share your trip status with friends or family. This allows them to track your location and ensures they know when you’ve arrived safely.
- Use the Freenow App for Communication: Always contact your driver through the app for any queries or issues. This keeps everything within our secure system.
Freenow wishes to be a responsible and proactive PHV and Taxi booking service provider in every market we operate within, with safety being our utmost priority. This means that we will engage with local authorities, regulating bodies and other agencies as necessary to ensure that our platform is a safe and professional service for drivers and passengers.