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Taxi complaints

Taxi drivers licensed by Newcastle-under-Lyme Borough Council need to comply with standards set by the Council and their vehicles need to pass our inspections.

These standards are available here

Details of licence holders

What can the Council do?

The Council can deal with complaints that include:

  • a driver's behaviour
  • condition of the vehicle
  • the driver refusing to take a wheelchair user or not strapping a wheelchair in the vehicle, or refusing an assistance dog

Please speak to the taxi operator if you have a complaint about a driver or vehicle which we licence, such as:

  • the route taken,
  • the driver's attitude
  • the fare charged

Please contact Staffordshire Police or by calling 101 if your complaint is about:

  • anti-social driving
  • unsafe driving/speeding
  • using mobile phones while driving
  • road rage
  • ignoring traffic signs and signals

Report something

To report something to us, use this online form

We will need to know:

  • The date of the incident
  • The time of the incident
  • Where the incident took place
  • If the vehicle was a private hire or hackney carriage (if known)
  • The name of the taxi firm (if known)
  • The vehicle registration (if known)
  • The driver badge number (if known)
  • The plate number (if known)

If you have photographic evidence please include this in your complaint.

We will aim to respond to a complaint within three working days.  

If you have witnessed somebody committing an offence, this may require the person complaining to complete a witness statement and they may need to attend a magistrates court (this can be found in the useful documents section on this page)

What is a private hire vehicle?

A private hire vehicle is a motor vehicle constructed or adapted to seat fewer than nine passengers, other than a hackney carriage, public service vehicle or a London cab, which is provided for hire with the services of a driver for the purpose of carrying passengers.

What is a Hackney Carriage?

Hackney Carriage vehicles (sometimes referred to as taxis) are the black vehicles with a four inch white stripe that are permitted to pick customers up in the street (ply for hire) and wait at taxi ranks throughout the borough.


Last updated 24 September 2019

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