Making a complaint about a taxi service

Complaints to the taxi operator

A licensed taxi operator must 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
• any actions taken

Make your complaint to the driver or the taxi operator if you’re unhappy with:

• the fare
• the quality of the vehicle
• the driving or behaviour of the driver
• any other issue

If using a Class A or B taxi:

• make sure the taximeter is used to calculate your fare
• ask for a receipt from the driver

If the service is agreed with the operator directly:

• record details of the advance booking
• agree a fare before you travel (you cannot be charged more than that fare)

What information you might need to provide

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.

Unlicensed taxis

If you believe a taxi to be unlicensed, report it immediately to

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

You can check online if a taxi or taxi driver is licensed:

• Check if a taxi is licensed 
• Check if a taxi driver is licensed

Discrimination

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

Travel by taxi with a disability

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

•  Travelling by taxi with a disability

Reporting to the police

Where a crime is suspected or violence has been used or you have witnessed a road traffic incident or an offence on the roads then you should, report it to the Police Service of Northern Ireland (PSNI).

In an emergency, call 999.

When to escalate to  the Driver and Vehicle Agency

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) . 

• DVA Passenger Transport Licensing Division contact details

DVA will contact the operator on your behalf to make sure your complaint has been investigated and if it considers it necessary may refer your complaint directly to the PSNI.  

Where a complaint results in a conviction DVA will review the entitlement to retain the licence. 

More useful links

• Consumer affairs and issues
• Common consumer problems