Make a hackney carriage or private hire complaint

We take any complaint about licensed drivers, vehicles and operators very seriously and carry out a thorough investigation in each case. All complaints should be made in writing, preferably using the online form below.

You should include as much detail as possible (who, what, when, where, why) and include the driver's badge number and/or vehicle plate number or registration number.

Make a complaint about a hackney carriage or private hire driver

Fares

Hackney carriage fares are set by the council and a fare chart should be carried in each licensed vehicle.

Fares are based on multiple elements:

  • The time of day
  • The time taken to complete the journey
  • The length of journey
  • The number of passengers
  • The amount of luggage
  • Whether the fare was pre-booked

Please note: It is an offence for drivers to add additional charges for the provision of carrying wheelchair or assistance dogs within the vehicle. It is also an offence to refuse any fare without any reasonable excuse, this also applies to a refusal to carry wheelchair or assistance dogs as per the Equalities Act 2010.

Private hire fares

Fares charged by private hire vehicles are not controlled by the council and you are advised to agree a fare with the operator when booking your journey.

However if you feel your journey has been prolonged without reasonable cause, this is also a reportable offence to the Licensing Authority.

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