A Formal Complaint is a structured and documented request for a deeper investigation into your issue. It allows FREENOW to address complex or unresolved problems thoroughly. Submitting it ensures your case is escalated to the appropriate level of management for review and resolution.
Formal complaints are not for general inquiries or minor issues that can be handled through regular support channels. Instead, they are used for significant matters that require detailed follow-up and official resolution.
When to Submit a Formal Complaint
- Unresolved Issues: If your problem hasn’t been addressed after reaching out to the Help Centre or Support Team.
- Serious Concerns: For major issues like unsafe trips, service misconduct, or significant payment discrepancies.
- Dissatisfaction with Support: If the support provided didn’t meet your expectations or the issue was mishandled.
Submitting a Formal Complaint
If you’re unsatisfied with the support provided and want to file a formal complaint, fill out this form including the following details:
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- The email linked to your FREENOW account (if applicable)
- The country where the incident occurred
- Your role (Driver or Fleet Operator)
- Main Contact Reason: Select Other
- Subject Line: Write "Formal Complaint" for quick identification
- Describe the issue, including:
- Trip details (date, time, pickup/drop-off locations)
- Incident description or interaction details
- Supporting evidence (photos, screenshots)
- Your preferred outcome
What to Expect Next
- Acknowledgement: We’ll confirm receipt within 1 working day.
- Investigation: A response will be provided within 3 working days. If delays occur, we’ll keep you updated.
- Final Outcome: Once resolved, the complaint cannot be reconsidered.
We’re committed to ensuring you have the best experience while using FREENOW. Your feedback is invaluable—it helps us improve and provide the service you deserve.
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