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If you have cause to complain about a taxi, we record all complaints - except where complainants are unwilling to provide their contact details.

To make a complaint

Please contact us either in writing to Licensing, North Norfolk District Council or by email if you wish to make a complaint.

Please include what happened, where and when it happened, and, if you can, identify the driver, vehicle or taxi operator as booked.

Also, please, include your name and address and, if you would rather be contacted by telephone than by email, your telephone number.

What will happen next

In cases of serious misconduct the complainant may 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 will be postponed until the police have completed their enquiries and closed the incident.

This may mean waiting to see a conviction is made.

If there are two conflicting accounts of an incident and no independent witnesses then 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 personal file to give the office a picture of the behaviour of the driver and this could be used to substantiate similar incidents if they were to occur in the future.

A number of minor complaints in a short space of time or a similar incident occurring could lead to disciplinary action being taken.


Last updated: 30th January 2017