Private Hire and Hackney Carriage licences
Making a complaint
The Licensing Unit can investigate complaints such as:
- Overcharging (Hackney Carriage only)
- Refusal to hire
- Rudeness/verbal abuse
- Journey routes
- Physical makeup of vehicle (e.g. cleanliness)
- Safety of vehicle (e.g. seatbelts in working order).
Other complaints such as dangerous driving, assault or theft should be reported to the Police and then to the Licensing Authority.
How do I complain and what information do I need to supply?
All complaints must be sent in writing, by email or by using the Licensed activity complaints form. If this is not possible, please let us know and we will make arrangements to take your complaint by some other means.
Where possible you should include:
- Description of the incident driver's badge
- Plate number or registration number of the vehicle
- Date and time of the incident and journey details, (from and to)
- Other passengers present
- Private Hire Operator name
- Your contact details.
For those complaints, which may end up in court, we also require witness statements from all those present during the incident. If you do not wish to complete a witness statement, the complaint cannot go to court and will be dealt with in a less formal manner.
What happens next?
If you have made a complaint, an officer will receipt the complaint and acknowledge it in writing but the nature of the complaint may not warrant the contents being discussed with the complainant.
Meanwhile we will try and trace the driver/operator concerned and they will be allowed to respond to the complaint. Your contact details are never divulged to members of the trade without your permission. We will consider all the evidence and decide what/if further action should be taken. Once a decision has been reached, you will be informed in writing of the outcome.
What might be the outcome?
With all complaints, there must be sufficient evidence in order to take further action. Often this may mean there being witnesses, or some other form of evidence such as CCTV, video or audio evidence.
Where we have sufficient evidence to prove the complaint, we can either; prosecute the driver in the courts, take action against the driver's licence or warn the driver as to their future conduct.
The action depends on a number of factors; for example, some matters of complaint are not criminal offences and therefore cannot result in a prosecution. Where there is insufficient evidence, it is unlikely we will be able to take further action. We may record the details on the driver's file and consider the matter if we receive further complaints of a similar nature.
How long will it take?
We will acknowledge your written complaint within 10 working days. The process of tracing the driver, conducting interviews and preparing evidence can take some time. However we will try to keep this to a minimum.
What if I am not happy with response?
In the event you are not happy with the response you have received you can ask for your complaint to be reviewed by the Registration and Licensing Services Manager, who can be contacted by e-mail at: email@example.com.