Making a complaint about a taxi

Making a complaint about a Hackney Carriage taxi or Private Hire cab

Licensing can investigate complaints such as:

  • Overcharging (Hackney Carriage only)
  • Refusal to hire
  • Rudeness/verbal abuse
  • Journey routes
  • Physical makeup of vehicle (e.g. cleanliness)
  • Safety of vehicle (e.g. seatbelts in working order).

Other complaints such as dangerous driving, assault or theft should be reported to the Police and then to the Licensing Authority.

How do I complain and what information do I need to supply?

All complaints must be sent in writing, by email or by using the Taxi complaint form.

You should include:

  • Description of the incident driver's badge
  • Plate number or registration number of the vehicle
  • Date and time of the incident and journey details, (from and to)
  • Other passengers present
  • Private Hire Operator name
  • Your contact details.

What happens next?

If you have made a complaint, it will be passed to the appropirate department who will allocte it to an appropirate officer to respond fully. This will usually be within 20 days of our receipt of the complaint.