How to complain
For trip complaints, open the trip in Activity and contact support. For general complaints, email complaints@mylyft.co.uk. Include your name, account email or phone, trip ID if available, date, location, and a clear description of what happened.
What happens next
MyLyft aims to acknowledge complaints within 2 business days. Standard complaints are normally reviewed within 10 business days after receiving the required information.
Complex complaints involving safety, payment disputes, licensing, insurance, law enforcement, or third-party providers may take longer.
Safety complaints
Complaints involving immediate danger, assault, threats, discrimination, unsafe driving, vehicle mismatch, or serious misconduct are treated as safety complaints.
If there is immediate danger, contact 999 first. MyLyft may suspend involved accounts while reviewing a safety complaint.
Evidence and records
MyLyft may review trip details, driver assignment, payment records, route data, chat messages, support history, account data, ratings, device logs, and any evidence supplied by the complainant.
Outcomes
Possible outcomes include an explanation, correction, refund, cancellation-fee waiver, driver coaching, rider warning, account restriction, driver deactivation, report to a licensing authority, or no action where evidence does not support the complaint.
Escalation
If a user is unhappy with the response, they can ask for a manager review by replying to the complaint response.
Where a complaint relates to a regulated private-hire booking, users may also contact the relevant licensing authority. In Bournemouth, Christchurch and Poole, private-hire licensing is handled by BCP Council.