Book a taxi or contact us on-line or phone +44(0)203 00 44 953
Complaints or Commendations About Our Services
If you have hired our taxi services and want to speak to us about anything, please contact us
- by email at mike@london-taxi-cabs.com
- by telephone at +44 (0)203 00 44 953
- or by using our contact form
Complaints or Commendations About Other Taxi Services
It is important to complain if you feel mistreated. The Public Carriage Office (PCO) has a team dedicated to the handling and investigation of complaints and commendations about taxi drivers in London.
Contact the PCO customer services team on:
Tel: 0845 602 7000 (Monday to Friday between 08:00 to 20:00)
Text Phone: 020 7918 4435 Fax: 0207 027 9914
email: coms@pco.org.uk
Public Carriage Office
Palestra House
197 Blackfriars Rd
London
You can fill out a form on-line at the TFL website.
When making a complaint, please ensure that the following information is included:
- Day, date, and time of incident
- Taxi licence number and or registration number
- Description of the taxi, e.g. colour or advertising on the taxi
- Description of the driver
- Pick-up point
- Destination requested
- Location of incident ( if you were not a passenger)
- Account of what happened
- Details of abuse, if any.
- Any witnesses or police details where applicable
If emailing the complaint, use *s where necessary as swear words will be blocked
Complaints are dealt with quickly and confidentially. The licence number of the taxi can be found on a white plate on the rear of the vehicle or on the inside of the passenger compartment and consists of five digits (eg 12345). Taxi drivers are required to wear 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. Usually these types of complaints relate to road traffic matters, which should then be reported to the police. You can discuss your complaint with the PCO on the phone, but they do require all complaints to be followed up in writing.
Once received you will be sent an acknowledgement letter. Enquiries can take up to six weeks to complete and at the end of an investigation you will be informed of the outcome, including any action to be taken against the driver. This action can vary in severity from an initial warning to revoking the driver’s licence. All decisions are based on the driver’s service history and the seriousness of the complaint, although each is dealt with on its own merits.
Complaints vary from the refusal of a fare 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 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. The PCO will ensure that all complaints are dealt with as quickly as possible and in the strictest confidence.
It should be noted that driver complaints constitute a minute percentage of the total annual taxi journeys undertaken.
Commendations are most welcome. If you would like to comment on the good service provided by a driver, you can fill out a form on-line at the TFL website. The comments will be forwarded to the driver.
Book a taxi or contact us on-line or phone +44(0)203 00 44 953
