I want to make a complaint about a driver or taxi company

How to make a complaint

We deal with complaints about the service provided by taxi drivers and the condition of taxi and private hire vehicles.

To make a complaint you will need to email us or write to us at:

You will need to supply us with as much information as possible including:

• your name and contact details
• what happened - please provide as much detail as possible such as time and date
• the driver's name, vehicles registration number or licence plate
• whether you have reported the problem to anyone else such as the police.

Please note that we will not reveal your identity to the licence holder without your permission. However if the issue were to go to court we would need to disclose your information.

What happens next?

We will investigate your complaint and take the appropriate action.

In cases of driver misconduct you may need to make a witness statement. If the matter goes to a disciplinary hearing you will have to support your statement in person.

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 will be retained on the driver's record and the matter will again be considered if similar complaints are received in the future that suggest that there is a pattern to the licence holder's behaviour. A number of minor complaints in a short space of time or a similar incident occurring could lead to disciplinary action being taken.