London Taxi Complaints

COMPLAINTS about TAXI DRIVERS

In order to ensure that taxi passengers are offered a consistently
high quality of service, it is essential that the Public Carriage
Office have a facility to investigate incidents where this aim is not
met. To achieve this the PCO has a team dedicated to dealing with
customer complaints. Details of how to contact the team are provided
below or can be found at the foot of the fare table displayed in all
taxis.

If you feel that you have cause to complain about a taxi driver or
vehicle you should write or e-mail the complaints team at the Public
Carriage Office. If you require advice before writing you can contact
the complaints team on 020 7941 7800 between the hours of 09.00 and
16.00 Monday to Friday. When you contact us you will be asked to give
details of your complaint and a means of identifying the taxi
involved, every licensed taxi can be identified by licence plate
number, vehicle registration number or the drivers licence badge
number.

The licence number of the taxi is used in the majority of cases and
can be found on a white plate on the rear of the vehicle or on the
inside of the passenger compartment. The licence number consists of
five digits (e.g.12345). Drivers are required to display their licence
badge at all times, and are required to make the number available if
requested.

In some instances the complaints team will be unable to take further
action. Only complaints where a driver has contravened Hackney
Carriage law can be investigated. If the team cannot proceed you will
be advised accordingly and offered alternative courses of action.
Commonly these complaints relate to road traffic matters; which should
be reported to the police.

When your letter or e-mail has been received you will be sent an
acknowledgement letter. Enquiries can take up to six weeks to
complete. At the conclusion of an investigation you will be contacted
to inform you of the outcome and any action taken against the driver.
This action can vary in severity from an initial warning to revocation
of a driver's licence. All decisions are based on an individual
driver's overall service history and the seriousness and nature of the
complaint received.

Complaints vary from those of refusal of a fare to issues relating to
misbehaviour and abuse by the driver. Others may relate to
overcharging, the use of a devious route or the condition of the taxi
vehicle. With regard to refusal of a fare, a driver must, unless they
have a reasonable excuse, accept any hiring up to 12 miles distance
(20 miles from Heathrow Airport) or 1 hour duration, provided the
destination is within the Metropolitan or City police districts.

The PCO seeks to ensure that all complaints received will be dealt
with as quickly as possible and that complainant details remain
confidential.

Any queries not answered on the taxi licensing pages can be e-mailed
to the Public Carriage Office directly.

The Public Carriage Office,
15 Penton Street, London, N1 9PU