If you feel that the FREENOW service did not meet your expectations, the best place to take action is our Help Center. If you can't find answers to your questions or prefer to talk to someone, try contacting our Customer Service Office.
If you have already taken these steps or are not satisfied with the support received and want to file an official complaint, below you will find information on how to do it.
Formal complaint procedure
An official complaint must be submitted using the form below. Formal complaints cannot be submitted by phone or in any other way.
Your form must include the following information:
- Email address associated with your FREENOW account (if you have one)
- Country to which the report relates (where the trip took place / the incident occurred)
- Service you used (e.g. Taxi)
- Who you are (passenger or driver)
- As the "main reason for contact," you should indicate "Other"
- In the message subject, write "Official Complaint," which will help us find your report and resolve the issue
- Reason for your report (description of what happened)
- Travel details (date, time, pick-up and destination locations)
- Any evidence or information, including photos or screenshots
- Preferred resolution of the matter
What's next?
Once we receive your complaint, it will be forwarded to the Customer Service Office manager.
We are committed to providing an initial response confirming that we have received your complaint within 1 working day. We will then attempt to conclude the verification process and contact you within 3 working days from the date of receipt of the report. In rare cases where this is not possible, we will inform you and keep you informed of further steps in the process.
One final note - after the verification is completed and the outcome is communicated, there is no possibility to resend the same complaint for reconsideration.