Advice for taxi passengers

We can investigate complaints such as:

• overcharging
• refusal to hire
• rudeness/verbal abuse
• journey routes
• physical make up of the taxi e.g. cleanliness
• safety of the taxi e.g. seatbelts in working order

Other complaints like dangerous driving, assault or theft, should first be reported to the Police.

How do I complain?

Complete our complaints form. Try to include:

• plate number or registration number of the taxi
• badge number of the driver
• date and time of the incident
• journey details (from and to)
• whether there were other passengers present
• if it was a Private Hire Operator, the name of the company
• your contact details

For complaints which end up going to court, we will need witness statements from everyone who was there at the time of the incident. If you don't want to give us a witness statement, we won't be able to take the case to court and it will be dealt with in a less formal manner.

The complaints process

Once we've received a complaint, we will try to trace the driver/operator concerned. They will be allowed to respond to the complaint. Your contact details are never given out without your permission. We will look at all the evidence and decide what/if further action should be taken. Once we've made a decision, we will write to you and let you know.

Outcome

For all complaints, there has to be enough evidence to take further action. This often means there being witnesses, or some other form of evidence like CCTV, video or audio evidence. Where we have enough evidence to prove the complaint, we can either:

• prosecute the driver
• take action against the driver's taxi licence
• warn the driver about their behaviour

The action we take depends on a number of things. For example, if the complaint is not a criminal offence, we won't be able to prosecute. And if there isn't enough evidence, we are unlikely to be able to take further action. We might record details on the driver's file and look at the matter again if we receive more complaints that are similar in nature.

How long will it take?

We will reply to your complaint within 10 working days. The process of tracing and interviewing the driver, and preparing evidence can take time. We will try to do it as quickly as possible. 

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