Verified: 29 March 2026 10:15 pm CET
Industry: Ride-sharing (VTC) & Food Delivery (Platform)
Jurisdiction: France & European Union
Primary Regulator: ANM Conso (Mediation) and DGCCRF (Systemic Oversight)
Important Safety Warning: Beware of fake customer service numbers on search engines. Scammers frequently target users with “spoofed” phone calls pretending to be Uber Support to steal accounts or payment details. Uber staff will never ask for your account password, SMS verification code, or ask you to pay a driver off-platform via wire transfer.
Level 1: Customer Support (Service Client)
- How to complain: Do not search for a phone number. Your first legal step is to log into the Uber or Uber Eats app. Navigate to your “Account,” tap “Help” or “Trips/Orders,” select the specific ride or meal, and submit a digital support ticket.
- Availability: The in-app digital ticketing system is available 24/7.
- Timeline: The automated and human support teams generally aim to respond within 24 to 48 hours, but legally they have up to 1 month to provide a final resolution to a consumer complaint.
- Source Verification: According to the official Uber Aide - Contactez-nous portal.
Level 2: Formal Written Complaint & Mise en Demeure
- Who to contact: If the in-app support team fails to resolve the issue or denies your refund, you must formally escalate the dispute by sending a registered letter with acknowledgment of receipt (Lettre Recommandée avec Accusé de Réception - LRAR).
- Address: You must address your formal legal notice to the platform operator: Uber B.V. You can send this to their European headquarters (Mr. Treublaan 7, 1097 DP Amsterdam, Pays-Bas) OR to their registered French operational address: Uber B.V., c/o Uber France SAS, 36 avenue de Wagram, 75017 Paris, France.
- Timeline: The legal deadline to provide a substantive, final response to a formal written notice in France is 1 month.
- Source Verification: Verified directly via the legal entity details published in the Conditions Générales d’Utilisation Uber France.
Level 3: Regulatory Authority / ADR (Médiation)
- Platform Disputes: For unresolved disputes regarding surge pricing, refund denials, or account bans, Uber is affiliated with a specific consumer ombudsman. You must file your dispute directly with the Association Nationale des Médiateurs (ANM Conso).
- Systemic Fraud Reporting: Do not use SignalConso for a personal refund appeal. Only use the DGCCRF/SignalConso portal to report massive systemic commercial fraud, false advertising, or safety standard violations.
- Timeline: You can open a mediation case only after you have received a negative written response from Uber, or if the 1-month statutory deadline has passed with no response. You can file online at
anm-conso.comor mail it to 62 rue Tiquetonne, 75002 Paris. - Source Verification: According to the official dispute resolution clauses in the Uber France - Mentions Légales.
Level 4: Legal Action
- Pre-Litigation: You must have proof of your written complaints (screenshots of the in-app tickets and the LRAR) and proof that you attempted mediation (ANM Conso) before a French judge will hear a small claims case.
- Filing the Lawsuit: For direct disputes with Uber B.V. under €10,000, private consumers in France can bring their case before the local Judicial Court (Tribunal Judiciaire or Chambre de proximité). Claims under €5,000 can be initiated via a simple declaration (Requête) without needing a lawyer.
- Source Verification: According to the Justice.fr - Saisir le tribunal judiciaire official government guide.
Community Action: Is the support team refusing to issue a refund for an Uber Eats order that never arrived, or are you looking for the correct legal templates to draft a Mise en Demeure targeting Uber B.V.? Reply below (do not share your passwords, trip receipts, or payment details), and our community will point you to the right resources!