3 min read
Updated 2 November 2026
For guestsIf something has gone wrong, we want to hear about it. Here is how to make a complaint and what happens next.
Start with the operator for service issues
For a service issue that does not involve safety, such as lateness or the condition of the car, start a request in the app first so the operator can put things right. If it is not resolved within 24 hours, ask Pickup to step in. See How to raise a dispute.
Safety issues, injuries, emergencies, no shows and suspected fraud come straight to Pickup.
How to complain to Pickup
- In the app: Profile > Help > Your cases, then Make a formal complaint. Use this when something went wrong with Pickup itself, or a case was not handled well.
- By email: support@pickupcharter.com, with your booking reference.
- For privacy complaints: privacy@pickupltd.com.
Tell us what happened, when, and what you would like us to do. Include photos, screenshots or receipts if you have them.
How quickly we aim to respond
Our target times are set out in Dispute Resolution:
| What | Target |
|---|---|
| Confirming we have your complaint | The same day, during support hours |
| Most trip and refund complaints | 3 business days |
| Safety and conduct matters | Action where needed straight away, with the investigation concluded within 7 days |
| Escalation review of an unresolved dispute | Ask within 30 days, decided in 14 days by someone not involved |
If you are still not satisfied
You can ask for an escalation review. You can also go to mediation at the Lagos Multi-Door Courthouse, use the small claims procedure, or complain to the Federal Competition and Consumer Protection Commission (FCCPC) at any time. For data protection complaints, you can go to the Nigeria Data Protection Commission (NDPC). If you live in the UK or EU, you keep your right to claim in your home courts and your mandatory consumer rights. Your rights are set out in the Guest Terms.
