You can make a complaint to us about a hackney carriage (taxi) or private hire vehicle.
What we can investigate
Licensing can investigate complaints such as:
- overcharging (hackney carriage only)
- refusal to hire
- rudeness or verbal abuse
- incorrect journey routes
- condition of the vehicle (for example, cleanliness)
- safety of the vehicle (for example, working seatbelts)
Other complaints, such as dangerous driving, assault or theft, should be reported to the Police first. You can then report them to the Licensing Authority.
How to complain
All complaints must be made in writing. You can use the online complaint form.
Include as much detail as possible, including:
- description of the incident
- driver’s badge number
- plate number or vehicle registration
- date, time and journey details (pick-up and destination)
- names of other passengers present (if any)
- private hire operator name
- your contact details
What happens next
Your complaint will be passed to the Licensing Service.
An officer will investigate and respond to you, usually within 20 days of receipt.