Account Suspended Due to a Dispute? Here’s What You Should Do
Account suspensions can be frustrating, especially when they happen without warning or over disputes that feel unfair. For PCO drivers, every hour off the road means lost income, disrupted routines, and added pressure. That’s why it’s important to understand how disputes happen, how platforms like Uber and Bolt handle them, and what steps you can take to respond quickly and professionally.
Article Highlights
This article covers:
- Common types of disputes PCO drivers face
- Ways to present your case effectively
- Reasons PCO drivers get suspended
- Tips to avoid rider complaints
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Common Types of Disputes PCO Drivers Face
There are two types of disputes: driver-platform disputes and driver-passenger disputes.
Driver-Platform Disputes
- Unfair suspension or deactivation of the account: A serious issue that could stop you from earning on that platform. This often happens when riders make false claims, such as accusing you of being under the influence, speeding, or acting unprofessionally.
- Unjustified fare adjustments or deductions: A common example is receiving half payments for completed trips without explanation.
- Unpaid or delayed earnings: This happens when a driver either doesn’t receive the payment or notices that their weekly payout is lower than it should be.
- Being accused of violating terms you were never shown: Platforms sometimes update policies without clearly notifying drivers. As a result, you may violate a term unintentionally and trigger an action from the platform.
Driver-Passenger Disputes
- Fare disputes: These often involve disagreements over surge pricing or the route taken. Some passengers may request refunds, affecting the driver’s earnings.
- Cancellation disputes: Passengers may falsely claim that you cancelled without a reason or didn’t arrive on time.
- Driver behaviour complaints: Rude, unprofessional, or reckless drivers often get reported. Sometimes, these complaints can be false or exaggerated. Always stay calm and avoid arguments.
At Fleeto, we know how stressful disputes and suspensions can be, especially when your income depends on staying active. That’s why we don’t just hand you a car and leave you to figure it out. From keeping your documents up to date to helping you understand your rights, we provide guidance that helps you avoid account issues before they happen.
Main Reasons PCO Drivers Get Suspended
PCO drivers often get suspended due to:
- Expired documents or licence: Keep your PCO licence and other relevant documents updated all the time. Note their expiry dates somewhere you check regularly and apply for renewal well in advance. If you apply after your documents expire, you won’t be able to drive until the new ones are processed.
- Low driver rating: Uber requires a minimum overall rating of 4.85 or higher. Bolt also requires you to maintain a rating of 4.0 or above, which is calculated based on the last 40 accepted rides. If your ratings fall below their standards, you may receive a warning, a temporary suspension, or even a permanent ban.
- High trip cancellations: Too many cancellations can lead to account deactivation. Even if you have a genuine reason like traffic congestion or a personal emergency, a cancellation rate of 20% or more on Uber and 50% or more on Bolt could get you suspended.
- Reckless driving: As a PCO driver, you are not only responsible for your own safety. You are also responsible for the safety of passengers, pedestrians, and other road users. So, if you are caught speeding, aggressively overtaking, or running red lights, the operator could take strict action against you.
- Account inactivity: Platforms like Uber and Bolt prefer active drivers to make sure they have enough available cars to meet passenger demand. Going weeks or months without completing a ride could result in a temporary suspension. Your account could be permanently deactivated if you remain inactive even after temporary suspension.
- Poor vehicle condition: If your car feels neglected or in poor condition, passengers could report it to the operator. In addition, TfL officers can randomly stop you on the road and inspect your vehicle. If they believe your car is unsafe for PCO driving, they may stop you from working until it’s repaired.
Tip: You can avoid vehicle-related issues by using a PCO car hire or rent to buy service. These vehicles are pre-approved, insured, and ready for work, without the maintenance hassle.
What to do in Case of a Dispute?
Whether you are facing a dispute with an operator or a passenger, doing the following can help present your case effectively:
Step 1: Use the In-App Support Features
All the major platforms like Uber, Bolt, and Free Now offer in-app support to drivers.
- On Uber, use ‘Help’ section to report the issue.
- With Bolt, use ‘Support’ section to submit a request.
- On Free Now, reach out via their in-app message system or email address.
When submitting a request, avoid vague messages like “My account was suspended”. Instead, be concise and provide details like “My account was deactivated due to a rider complaint. Please hear my side of the story. I can provide all the documentation and proof required.”
Step 2: Follow Up Consistently
Don’t lose hope if you don’t hear back from the operator. These companies often receive numerous queries, and sometimes, your complaint could be hard to notice.
- Wait up to 48 hours. If you don’t receive a response, follow up politely.
- Follow up regularly until you get a response.
- If the response seems automated or scripted, escalate the issue.
- Use phone support or visit your operator’s physical support centre.
Remember, your livelihood depends on the outcome of the dispute. Be clear, stay persistent, and don’t give up until you get a fair outcome.
Step 3: Know Your Rights
Platforms like Uber and Bolt often side with passengers during disputes, but that doesn’t mean your case won’t be heard. TfL has strict rules and regulations that even giants like Uber and Bolt must follow.
- Every operator is required to treat drivers fairly.
- Your operator must provide a valid reason for account deactivation. Just a simple ‘you violated our guidelines’ is not enough.
- By law, platforms must be transparent about pay and driver terms.
If you feel mistreated, consider contacting TfL for information or guidance regarding the nature of your dispute. Additionally, professional driver associations or unions may offer support as well.
TfL Contact Information
Email: tph.enquiries@tfl.gov.uk
Phone: 0343 222 4444
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Conclusion
Disputes can happen, but with the right approach, most can be resolved or avoided altogether. Treat passengers with professionalism and keep your records up to date. Most importantly, don’t panic if something goes wrong, stay calm, gather evidence, and respond clearly. The more professional you remain, the less likely you are to face disputes.
Frequently Asked Questions
Does Uber suspend inactive accounts?
If your account has been idle for 90 days or more, Uber may suspend it. You can reactivate your account by contacting Uber’s support.
Who is better between Uber and Bolt?
Both platforms are pretty similar in terms of service quality. However, Bolt has a low commission rate compared to Uber, which makes it more profitable per ride for drivers.
Can I work for Uber and Bolt simultaneously?
Yes, you can use both platforms at the same time. Make sure you follow their policy guidelines to avoid account suspension.
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