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Complain about a licensed driver, operator or owner

We can investigate complaints such as:

  • overcharging (Hackney Carriage only)
  • refusal of hire
  • rudeness or verbal abuse
  • journey routes
  • cleanliness or appearance of vehicles
  • safety of vehicles (such as seatbelts not in working order)
  • driver failing to turn up or turning up late
  • not providing reasonable help with luggage

Complaints about dangerous driving, assault or theft should be first reported to the Police and then the Licensing Unit.

Making a complaint

Make a complaint about a taxi driver, vehicle or operator using our complaint about a licensed person, vehicle or premises online form.

The need for evidence

As with all complaints, there must be enough evidence to take further action. This may mean witnesses, or some other form of evidence, such as CCTV.

If we have enough evidence to prove the complaint, we can :

  • prosecute the driver/operator in the courts
  • take action against the driver's/operator's  licence at a Licensing Panel
  • send a written warning

If we haven’t got enough evidence to prove the complaint it is unlikely we would take further action. We may record the details on the driver's file and re-consider if we get similar complaints.