Where to file a complaint and what Uber will review

Complaints go through the Uber app or website, not through a phone call or email to a general address. Open the app, go to your Account menu, select "Help," then "Contact Us." From there you can describe the issue and attach photos or documents. Uber's support team reads these submissions and responds within 24 to 72 hours, though response time varies by location and complaint type.

Uber will review complaints about driver behavior, safety concerns, lost items, trip charges you believe are wrong, or service quality. They can adjust a fare, issue a credit to your account, or take action against a driver. They cannot reverse a trip that you completed and rated without a complaint at the time, though you can still file one afterward and they may review it.

If you are reporting a safety issue — a driver who made you uncomfortable, drove recklessly, or violated your boundaries — flag it as urgent in the app. Uber has a separate safety team that prioritizes these reports. If you believe a crime occurred, you should also contact local police and provide them with the driver's name and vehicle information from your trip receipt.

Key Takeaways

  • File complaints through the Uber app under Account > Help > Contact Us, not by email or phone to a general number.
  • Uber responds to most complaints within 24 to 72 hours and can adjust fares, issue credits, or investigate driver conduct.
  • Safety complaints are reviewed by a separate team and should be marked as urgent; crimes should also be reported to local police.
  • You can complain after a trip is complete, but complaints filed during or immediately after a trip are reviewed more thoroughly.
  • Keep your trip receipt, driver name, vehicle details, and any photos or messages related to the issue for your records.

What information Uber needs to investigate your complaint

Provide the trip date, time, and pickup and dropoff locations. Uber can look up the driver and vehicle from this information alone. If you remember the driver's name or vehicle license plate, include it, but it is not required — Uber has the data on file.

Describe what happened in plain language. If the driver was rude, say what they said or did. If the charge seems wrong, explain why — for example, "I was charged $45 but the route shown on the map was 2 miles." If an item was left in the car, describe it and say when you realized it was missing. The more specific you are, the faster Uber can investigate.

Attach photos or screenshots if you have them. A photo of a damaged seat, a screenshot of the fare breakdown, or a photo of a lost item all help. You can also attach messages between you and the driver if the app saved them. Uber's system accepts images and PDFs.

Fare disputes and how Uber reviews them

If you were charged more than you expected, Uber will review the trip map, distance, time, and surge pricing that was in effect. They can see exactly what rate you were quoted before you requested the ride and what rate applied when the trip ended. If surge pricing changed during your ride, they can show you when and by how much.

Uber will not refund a trip simply because you did not like the price. They will refund if the charge does not match what was shown before you accepted the ride, if the distance or time was recorded incorrectly, or if you were charged twice for the same trip. If Uber determines the charge was correct, they will explain why in their response.

If you believe the driver took a longer route on purpose, describe the route you expected and the route shown on the map. Uber can compare the two. However, minor detours for traffic or to follow GPS directions are normal and not grounds for a refund.

Lost items and how to recover them

Report a lost item through the app as soon as you realize it is missing. Go to the trip, select "Report Lost Item," and describe what you left behind — color, size, brand, and where in the car you think it was. Uber will contact the driver and ask them to check the vehicle and return the item if found.

The driver is not required to return the item, but most do if it is still in the car. Uber can provide you with the driver's phone number so you can contact them directly if you prefer. If the driver confirms they have the item, you can arrange pickup or ask them to mail it to you. Uber does not hold lost items or arrange shipping.

If the item is not found or the driver does not respond, Uber may issue a credit to your account for a reasonable value — usually $15 to $100 depending on what was lost. This is not a may provide; Uber decides case by case. Keep receipts or photos of expensive items you lost, as they help Uber assess the value.

Driver behavior complaints and Uber's investigation process

Complaints about driver conduct — rudeness, unsafe driving, discrimination, or boundary violations — are investigated separately from fare or service complaints. Uber has a code of conduct for drivers and can suspend or remove a driver from the platform if they find a violation.

Describe the behavior specifically. Instead of "the driver was rude," say "the driver made comments about my appearance" or "the driver refused to take the route I requested and became angry when I asked." Uber uses these details to determine whether the behavior violated their policies.

Uber will not share the outcome of their investigation with you — they do not tell you whether the driver was disciplined. They will confirm that they reviewed your complaint and took action if warranted. If you feel unsafe or threatened, mark the complaint as a safety issue and consider reporting to police as well.

What to do if Uber denies your complaint or you disagree with their response

If Uber's response does not resolve the issue, you can reply to their message through the app and provide additional information. Explain why you disagree and include any new details or documents you have. Uber will review your reply, though it may take another 24 to 72 hours.

If Uber has already investigated and determined the charge or conduct was within policy, a second request is unlikely to change the outcome unless you have new evidence. For example, if you initially said the driver took a wrong turn and Uber reviewed the map and found the route was correct, submitting the same complaint again will not help. But if you have a screenshot of a different charge or a message from the driver that contradicts what Uber found, that is worth submitting.

If you remain unsatisfied, you can file a complaint with your state's attorney general or consumer protection office. You can also dispute a charge with your credit card company or bank if you paid by card. Uber's terms of service require arbitration for most disputes, which means you would go to arbitration rather than court, but you can still pursue that option if you choose.

Frequently Asked Questions

How long does Uber take to respond to a complaint?

Most complaints receive a response within 24 to 72 hours. Safety complaints may be prioritized and reviewed faster. Complex investigations, such as fare disputes that require detailed map review, can take longer. You can check the status of your complaint in the app under Help > Contact Us.

Can I complain about a trip after I have already rated the driver?

Yes. You can file a complaint at any time, even weeks after the trip. However, complaints filed during or immediately after a trip are reviewed more thoroughly because the details are fresh. If you rated the driver five stars and then filed a complaint, Uber may give it less weight, but they will still review it.

What if the driver says I left something in the car but I never got it back?

Contact the driver directly through the app or the phone number Uber provides. Arrange a time and place to pick up the item or ask the driver to mail it. If the driver does not respond or refuses to return it, report it as a lost item through the app and Uber may issue a credit. You can also file a police report if the item is valuable.

Will Uber tell me what happened to the driver after I complain?

No. Uber does not share the outcome of driver investigations with riders. They will confirm they reviewed your complaint and took appropriate action if warranted, but they will not say whether the driver was warned, suspended, or removed. This is Uber's standard privacy policy for all complaints.

Can I get a refund if I did not like the driver or the car was dirty?

Uber will refund if the car was extremely dirty or unsafe — for example, visible damage, broken seats, or strong odors that made the ride unpleasant. They will not refund simply because you did not like the driver or the car was not what you expected. Describe the specific condition and attach photos if possible.