Complaints about a licensed taxi or private hire driver go in writing to the council that licensed the vehicle; in Cannock Chase that is the Licensing Unit, which also has an online "report it" facility. Quote the badge number, plate or registration, date, time and route. Assaults, theft and dangerous driving should also be reported to the police. Property left in a cab should be reported to the operator or driver straight away: drivers must search the vehicle after each hiring, so the firm is usually the first to know what has been found.
Who deals with what
| Problem | Who to contact |
|---|---|
| Overcharging or a fare dispute | The licensing authority named on the vehicle plate |
| Refusal to take you, or to carry a wheelchair or assistance dog | The licensing authority |
| Rude behaviour or verbal abuse | The licensing authority |
| A suspicious or overlong route | The licensing authority |
| Dirty or unsafe vehicle | The licensing authority |
| Assault, threats, theft or dangerous driving | The police, and also the licensing authority |
| An unlicensed or unbooked car | The licensing authority, and the police if you felt at risk |
| Lost property | The taxi firm or operator first, then the police force's lost property guidance |
For anything urgent or dangerous in progress, ring 999. For a crime that has already happened and is not an emergency, use the police's non-emergency channels.
Making a complaint to the council
The Cannock Chase page on compliments, comments and complaints says complaints must be put in writing and sent to the Licensing Unit, and the council also offers an online "report it" form. The Licensing Unit says it can look into overcharging, refusal to hire, rudeness or verbal abuse, journey routes, vehicle cleanliness and vehicle safety. Where possible, include:
- a description of the incident;
- the driver's badge number;
- the vehicle plate and registration number;
- the date, time and journey details;
- anyone else who was in the vehicle;
- the taxi company's name; and
- your own contact details.
A complaint that could lead to court needs witness statements from everyone present. The council's page is candid that if you are not willing to give a statement, the complaint is unlikely to go to court and may be dealt with less formally. Complaints against vehicles licensed by other councils belong with those councils, so read the plate before you write. The council's complaints page sets out the current procedure.
What happens next
What happens depends on the evidence and how serious the matter is. Outcomes for a driver range from advice or a warning to suspension or revocation, and serious cases can be referred to the council's licensing committee. The government's standards also expect authorities to publish complaint guidance for passengers, to make sure vehicles display how to complain, and to keep an eye on repeated complaints against the same licence holder. Where a council in England refuses, suspends or revokes a driver's licence on safeguarding or road-safety grounds, it must record that on a national register (NR3S), which other councils check before granting or renewing a driver's licence. The rules on wheelchair users and assistance dogs are among the duties where a refusal is treated as an offence.
If you think you were overcharged, a receipt is the most useful evidence you can have. The guide to paying a taxi explains how to get one and what the conditions require. For what drivers are expected to do, see what a licensed driver must and must not do.
Lost property in a taxi
Cannock Chase's driver conditions are specific. After every hiring, or as soon as practicable, the driver must search the vehicle for property that may have been left. If any is found or handed to them, the conditions say they must take it to a police station in the district as soon as possible, and in any event within 48 hours unless the owner has claimed it. Operators must record details of property reported to them. In practice, police forces have cut back on handling lost and found property in recent years, so the firm or operator is usually the quickest route back to your belongings.
- Contact the taxi firm or operator immediately. Give the time, pick-up and drop-off, plate number and a description of the item.
- If you booked through an app, use the app's help function and the booking record.
- If the cab was hailed or taken from a rank and you have only the plate number or receipt, contact the licensing authority and ask whether it can help trace the driver or the operator.
- Check the Staffordshire Police website for its current lost and found arrangements, which explain what the force will and will not accept.
- Describe the item precisely and be ready to prove it is yours.
The most useful habit is to check the seat and footwell before you leave, as the council's passenger guidance recommends. For more about checking the vehicle and driver at the start, see how to check your taxi is licensed.
Frequently Asked Questions
How do I complain about a taxi driver in Cannock Chase?
Write to the Licensing Unit at Cannock Chase District Council or use its online report form, giving the badge number, plate, date, time and details of what happened.
Will my complaint go to court?
Only if the case is serious enough and witnesses are willing to give statements. Without statements, the council says it is likely to deal with the matter less formally.
What if the driver was licensed by a different council?
Complain to the council shown on the vehicle plate and badge. The authority that granted the licence is the one that can act on it.
I left my phone in a taxi. What should I do?
Contact the firm or operator straight away with the time, route and plate number. Drivers must search the cab after each hiring, and the council's conditions tell them to hand found property to the police, so also check Staffordshire Police's lost and found guidance.
Can I complain if a driver refused my assistance dog?
Yes. Refusal without a valid medical exemption is an offence. Report it to the licensing authority with the plate and badge details.