Most taxi and minicab journeys in the UK go fine, but occasionally something doesn't — a fare that doesn't match what was quoted, a driver who was rude or drove dangerously, a vehicle that wasn't what was booked. Taxis and private hire vehicles are a regulated industry with a real complaints process behind them, not just a star rating left in an app. Knowing who to actually contact first makes the difference between a complaint that goes somewhere and one that gets lost.
Who to complain to first
If you booked in advance through a private hire operator or minicab firm, complain to that company first. Operators are required to log complaints, and the licensing authority — Transport for London in the capital, or the local council elsewhere — has the right to inspect that log at any time, so a complaint made directly to the operator is still on the record even before it goes any further.
If you hailed a black cab on the street or picked one up from a rank, there usually isn't a company behind the driver in the same way, so the complaint goes straight to the licensing authority instead: TfL in London, or your local council if you're outside it.
What to have ready before you complain
A complaint moves faster with a few specific details rather than a general account of what happened:
- The date, time and approximate route of the journey
- The vehicle's registration number and licence plate, usually displayed on the rear of the vehicle
- The driver's badge number if it was visible, or the booking reference from your confirmation
- Any receipt or in-app record of the fare, if the complaint involves money
When to go straight to the licensing authority
If an operator doesn't respond to your complaint, or you're not satisfied with how they've handled it, the next step is escalating to TfL or the relevant council's licensing team directly. They can take action ranging from a word with the driver through to formal licensing consequences for repeated or serious issues — that decision sits with the licensing authority, not the passenger, once it's been escalated to them.
Anything involving your safety is worth treating separately from a standard service complaint. Aggressive behaviour, being taken somewhere unexpected, or feeling unsafe during a journey should be reported to the police as well as the operator or licensing authority, rather than only logged as feedback.
What happens after you complain
Response times vary by authority, but many aim to acknowledge a complaint within around ten working days and follow up once it's been looked into. Outcomes depend on what's found — a routine complaint might result in a conversation with the driver, while a serious or repeated issue can lead to formal licensing action. It's normal not to be told the exact outcome for the driver in detail, since licensing decisions about someone else's livelihood aren't shared in full with the person who complained.
If it's about being overcharged rather than about behaviour
Fare disputes are usually simpler to resolve than conduct complaints, and it's worth trying the operator directly first — most will check a quote against what was actually charged and correct a genuine error without it needing to go further. If a company won't resolve a genuine overcharge and the amount is significant, the small claims track through the county court is the formal next step in England and Wales, though it's worth exhausting the direct routes first since court action takes time and a filing fee. For everyday pricing questions rather than disputes, our taxi payment and tipping guide covers what a fare typically includes.
Does it matter if you booked through an app?
No — the driver and vehicle behind an app booking are still licensed by TfL or the local council in exactly the same way as a phone-booked minicab, covered in more detail in our taxi vs Uber guide. The app itself is simply where the booking happened, so the same complaints process applies; it's also worth keeping the app's record of the journey as evidence alongside any complaint. If you'd rather avoid the situation altogether, our taxi safety guide covers what to check about a driver and vehicle before you get in.
Frequently asked questions
Q: Do I complain to the driver or the company? A: Complain to the company or operator you booked through, not the driver directly — they're required to log complaints and can be asked to show that log to the licensing authority.
Q: What if I hailed a black cab and don't know the company? A: Black cabs don't usually belong to a single company in the same way — take down the vehicle's licence plate and the driver's badge number and complain directly to the licensing authority, which is TfL in London or your local council elsewhere.
Q: How long does a complaint take to resolve? A: It varies, but many licensing authorities aim to acknowledge a complaint within about ten working days and will update you once it's been looked into — serious or safety-related complaints tend to move faster.
Q: What should I do if I felt unsafe during the journey? A: Report it to the police as well as the operator or licensing authority — safety concerns are treated separately from a standard service complaint and can lead to more immediate action.
Q: Can I get money back if I was overcharged? A: Raise it with the operator first with your booking confirmation to hand, since most will check and correct a genuine pricing error directly rather than needing a formal complaint.
Q: Does it make a difference if I booked through a taxi app? A: No — the app is just where the booking happened; the driver and vehicle are still licensed by TfL or the local council, so the same complaint process applies, and your app confirmation is useful evidence to keep.