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Taxi Passenger Complaint Procedure

It is a common misconception that the Licensing Authority employs licensed drivers. This is not the case.

Hackney Carriage and Private Hire licences allow holders to run what is their own businesses.  As individual business owners, licensees are in a position to run their businesses as they see fit, with the proviso that they meet the requirements of the licences held and the law governing the licence.

Therefore, any complaints about service should be directed to the relevant operator or individual proprietor if it is a Hackney Carriage which is not attached to an operator.

All complaints which are pursued by the Licensing Authority are based upon the driver's fitness to hold a licence and/or the condition of the licensed vehicle. Accordingly, any complaints about driving standards should also be directed to the Police.

Each step of any complaint investigation must be documented due to the fact that there is potential for the complaint to progress to being heard in Court.  The complainant should therefore provide the following information as a minimum:

  • Date and time of the incident
  • Vehicle identification (plate number, description of vehicle etc.)
  • Identification of Licensed Operator (if applicable)
  • Identification of the driver (licence number, personal description)
  • Description of the incident


We ask the complainant to confirm this information in writing or to provide a witness statement.