| 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.
Complaints or commendations - 020 7941 7800 or
e-mail enquiries@pco.org.uk
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