Taxi and private hire car licensing: guidance - third edition

Chapter 10 – complaints procedures

10.1 It is inevitable in the provision of taxi and private hire car services that passengers will on occasion have reason to complain about the standard of service provided. Complaints from passengers are likely in the first instance to be directed at the driver or, particularly in cases where a vehicle has been pre-booked or supplied on contract, to the company/agent who accepted the booking.

10.2 Where having initially made a complaint a passenger remains unsatisfied they may decide to take up their complaint formally with the licensing authority. Complaints regarding criminal activity should be brought to the attention of the police.

10.3 Licensing authorities will have established procedures for dealing with complaints from members of the public aggrieved at the service they have received or the manner in which they were treated.

10.4 A number of licensing authorities publish on their web pages details of their procedures for handling complaints from members of the public. This approach is commended as good practice.

10.5 Such advice should highlight information which a complainant should provide to assist an authority in dealing with their complaint e.g. taxi/private hire car registration and/or plate number, date and time of journey, name of taxi/ private hire car company where known etc. It may also advise as to what steps the authority take to investigate complaints.

10.6 It is also good practice for relevant advice to be published on the council's website in accessible format to assist in informing those with hearing or visual impairment.