Black Cab Complaints

Black Cab Complaints occur from time to time. Whilst It should be noted that driver complaints make up a very small percentage of the total annual taxi journeys taken.  When a customer makes a complaint, they need to ensure that the following necessary information is included:

  • Day, date and time of incident,
  • Pick up point and destination they requested,
  • Location of incident if they were not a passenger,
  • Indication of abuse, if any,
  • Taxi licence number and or registration number,
  • Description of the taxi, e.g. colour or advertising on the taxi,
  • Description of the driver,
  • Account of what happened,
  • Any witnesses or police details where applicable

All of this information relating to Black Cab Complaints would need to be sent to Transport For London via tph.comms@tfl.gov.uk.

Black Cab Complaints
Black Cab Complaints are dealt with quickly and confidentially. A five digit license number can be found on the white plate on the rear of the vehicle. This is the License Number of the taxi. Taxi drivers are also required to wear their licence badge at all time. They are also required to make the number available if requested.

Investigating Hackney Carriage Drivers

Certain events are triggered by Public Carriage Office complaints. On some occasions the Public Carriage Office (PCO) will be unable to take further action. Only where a driver has contravened Hackney Carriage laws can a complaint be investigated. If the team cannot proceed customers will be advised accordingly and offered alternate routes of action. The kind of complaint falling outside the jurisdiction of the PCO relate to road traffic matters. These actions should instead be reported by customers to the police. Enquiries can take up to six weeks to complete and at the end of an investigation customers will be informed of the outcome, including any action to be taken against the driver.
If Black Cab Complaints relate to the refusal of a fare, the rules governing this state that a driver must accept any hiring up to 12 miles distance (20 miles from Heathrow Airport) or 1 hour duration, provided the destination is within Greater London and City of London.

What actions can be taken against Black Cab Drivers?

Actions can vary in seriousness, from an initial warning to revoking the driver’s licence. Discretion is used and all decisions are based on the driver’s service history and the seriousness of the complaint. Each complaint is dealt with on its own merit. Complaints types range from misbehaviour and abuse by the driver to the refusal of a fare. Other Black Cab Complaints may relate to overcharging, the use of a longer than needed route or the overall condition of the taxi vehicle. The Public Carriage Office will ensure that all complaints are dealt with as quickly as possible and in the strictest confidence.
For Taxi drivers, and particularly in Black Cab drivers in London, taxi licenses take a great deal of effort and time to qualify for. Decisions of Transport for London and the Public Carriage Office to revoke or refuse to renew licenses can mean the loss of a business for taxi drivers. Due to the complexities of hackney carriage laws, it is extremely important that drivers seek professional help from properly qualified barristers.

We are here to help!

Taxi Driver Defence Barristers are an expert team. We are experts fighting in taxi licence refusals and revocations. Our taxi barristers have had great success in challenging the decisions of TfL and the PCO. We don’t underestimate importance of guiding clients through the complexities that can follow from Black Cab Complaints. If you need to make a taxi licence revoked appeal or a taxi license refused appeal, we have the skill and experience to help. We also make sure you understand at each stage what is happening and why.
Please contact us to discuss your taxi licence refusal or revocation.