In July 2020, the Department for Transport (DFT) introduced the Statutory Taxi and Private Hire Vehicle Standards which were required to be implemented into all Taxi Policies across the country, on the basis that common core minimum standards are required to better regulate the taxi and private hire vehicle sector.

The document stated that it was vital that passengers knew who to contact and that licensing authorities should produce guidance for passengers on making comments, compliments and complaints directly to the licensing authority and that this should be available on their website. It also detailed that ‘ways to make a comment, compliment or complaint to the authority should be displayed in all licensed vehicles’. 

We have now implemented this, by use of a sticker with a QR code, to be displayed inside taxi and private hire vehicles. This allows customers with a smart phone to be able to make comments with ease, straight to us. 

If you have a comment, compliment or complaint about one of our licensed vehicles or drivers, you can also fill in the online form below:

Taxis - Comments Compliments Complaints

All issues will be looked at objectively, and will be investigated from both sides.