If your account has been permanently blocked, you can request a formal review. We carefully evaluate every request, though please keep in mind that submitting an appeal doesn't guarantee a change in outcome.
How to appeal: Account block review process
Local Driver Centres can’t review, shorten or overturn block decisions — our central Quality of Service team handles those cases. Please, do not attend to the offices with that purpose.
If you would like to appeal your permanent block, follow the instructions below:
- Open your Freenow app → ☰ → Help → Help Centre → Chat
- Start a new conversation and let us know why you'd like to appeal a permanent block. Share any supporting evidence you have — for example, dashcam footage, a police report or a witness statement.
- Our Customer Support will forward your appeal directly to the Quality of Service team.
What next:
- Your account will remain blocked while we complete the review. Once finished, we’ll send you our decision in writing. Not every decision can be changed.
- If your account is reactivated, please bear in mind that there will be a monitoring period to assess your performance.
Valid grounds for review
To overturn a permanent block, your appeal must meet at least one of these criteria:
- New evidence: verifiable information not available during the initial investigation.
- Factual error or misidentification: clear data showing the wrong account was blocked or the original decision was based on incorrect details.
- Procedural error: proof that the sanction wasn’t applied in line with our standard processes or guidelines.
- Verified mitigating circumstances: exceptional, documented circumstances that weren’t considered during the initial review.
Limits on appeals
You can request 1 review per decision. If the block is upheld, we won’t carry out another review unless new, verifiable evidence becomes available.