Complaints about Taxis

All complaints are recorded. To make a complaint, you will need to provide your name and contact information. Without this, it is very difficult to investigate.

What to expect from a taxi service

You can expect the booked taxi to arrive on time and be driven by a courteous, well-presented, licensed driver who is displaying their badge. You can also expect a clean, undamaged, licensed vehicle with a current licence plate both inside and on the rear of the vehicle. If this is not the case, you can refuse to travel.

The route to your destination should be the most direct route possible. If you think you have been driven an excessive route, then please make a complaint. There may be extenuating circumstances that would need to be explained to you at the time of travel.

On private hire journeys, the price charged should be the price agreed at the time of booking. Hackney carriage journeys will be charged according to a meter.

To make a complaint

Please complete the complaint form. You can also contact us.

Taxi complaint form

Include as much information as you can about:

• what happened
• when it happened
• where it happened

If you can, identify:

• the driver
• the vehicle
• the operator

Please include your name, address, and how you prefer to be contacted.

What will happen next

In cases of serious misconduct, the complainant might be required to make a witness statement and will be advised that formal disciplinary action may depend on them supporting their statement in person at a disciplinary hearing.

If it is alleged that criminal offences have been committed, complainants will be referred to the police.

In these cases, disciplinary action may be postponed until the police have completed their enquiries and closed the incident.

If there are two conflicting accounts of an incident and no independent witnesses, our powers are limited. In such cases, the driver may only be given words of advice on the standard of driving and behaviour expected from licensed drivers.

A record of the complaint is placed on the driver's record. This could be used to substantiate similar reports.

Where a pattern of behaviour leads to concerns, it may lead to the removal of the licence.

Full details of our policy can be found in the Taxi and Private Hire Policy and Handbook.