Making a complaint about a taxi service

Complaints

If you have a problem with a taxi or taxi driver's behaviour, or you believe a vehicle to be unlicensed, report it immediately. 

If you feel you have been discriminated against, you can report the incident to the Driver and Vehicle Agency (DVA) at: 

• email: dvtaenforcements@infrastructure-ni.gov.uk

You can also contact the Equality Commission, who may be able to help you: 

• Equality Commission for Northern Ireland

You can get information about travelling by taxi with a disability at this link:

•  Travelling by taxi with a disability

If the problem involves a criminal act, report it to the Police Service of Northern Ireland (PSNI).

In an emergency, call 999.

If you're unhappy with the fare, quality of vehicle, driving or behaviour of the driver or any other issue, make your complaint to the driver or the taxi operator.

A licensed taxi operator is required to have a process in place for dealing with any complaint received and to keep a record of any complaints received. This includes:

• the nature of the complaint
• details of any investigations carried out

and

• action taken

If using a Class A or B taxi:

• make sure the taximeter is used to calculate your fare

and

• ask for a receipt from the driver

If the service is agreed with the operator directly:

• record details of the advance booking

and

• agree a fare before you travel (you cannot be charged more than that fare)

Note taxi and driver details

Try to note as much information as possible, including:

• the taxi operator name and location
• the taxi’s licence plate number
• the driver’s licence number (normally shown on their badge)
• time, date and location of the incident

Explain in detail what went wrong, stay calm and stick to the facts.

If you can't get the complaint resolved with the driver or taxi company, you can report the details to the Passenger Transport Licensing Division at the Driver and Vehicle Agency (DVA).

They will contact the operator on your behalf to make sure your complaint has been investigated and, where appropriate, pass it to the DVA Enforcement Team.

• DVA - Passenger Transport Licensing Division contact details

More useful links

• Consumer affairs and issues
• Common consumer problems