Complaints

How to complain

In the app: open the trip under Trips and choose Get help, or rate the trip and tell us what went wrong. You can also email complaints@nifride.co.uk with the date, time and the waybill number if you have it.

If you were booked by phone or by your employer, call or email the operator who took your booking: their name and number are on your receipt.

If you feel unsafe on a trip, use the SOS button in the app or call 112.

What happens next

Your complaint goes to the licensed operator that took your booking. We acknowledge it within 2 working days and aim to give you a full answer within 10 working days.

Every complaint is recorded and kept for at least 12 months. A serious complaint, such as one about a driver’s conduct or someone’s safety, is reported to the state that licenses the driver, and to the police where a crime may have been committed.

If you’re not happy with the answer

You can complain to the state ministry or agency that licenses the operator (shown on your receipt and on the driver’s waybill), or to the Federal Competition and Consumer Protection Commission (fccpc.gov.ng).