If the FREENOW service did not meet your expectations, we invite you to check our Help Centre. If you can't find what you're looking for or would prefer to speak with someone, contact customer service through our dedicated page.
If you have already followed these steps or are not satisfied with the support received and wish to file a formal complaint, you will find information on how to proceed below.
Formal Complaint Procedure
A formal complaint must be submitted using the form below.
When filling out the form, include the following information:
- The email address associated with your FREENOW account
- The country where the ride took place / the issue occurred
- The type of service used (Taxi - Passenger, Taxi - Driver, Scooters)
- In the "How can we help you?" field, select "Other"
- In the subject, indicate "Formal Complaint", this will help us identify and address your issue more easily
- The reason for your complaint / a description of what happened
- Ride details (date, time, pick-up and drop-off address), any references to previous interactions with our customer service
- Any evidence or information supporting your complaint, such as photos, screenshots, etc.
- The outcome you would prefer for your complaint
What happens next?
Once received, your complaint will be immediately forwarded to the responsible person.
We are committed to providing an initial response to let you know that we have taken on your complaint, within 1 working day. At this point, we will conduct the necessary checks and aim to provide you with a final response within 3 working days. In the rare occasions where this is not possible, we will proactively inform you.
Please note that once our checks are completed and after providing you with the final response, it will no longer be possible to submit the same complaint for reconsideration.