Most taxi rides in the UK are calm and without surprises. But there are situations that leave an unpleasant aftertaste: the driver arrived later than promised, the price was higher than in the app, the car was dirty, or the driver was rude. A complaint to the UK is not revenge or a “piece of paper for the sake of it”. It is a working tool. Services, local councils and TfL respond to such requests because the driver’s license and the company’s reputation depend on it.
Main options where you can complain
There are several ways. And each works in its own way:
- Aggregator support service. If the trip was through an app (Uber, Bolt, FreeNow, Gett, Ola), open the order history, select the desired one and click “Report” or “Complaint”. Ready-made templates are usually available: inflated fare, rude behavior, dirty interior. The response comes quickly – within a day or a couple of days.
- Local council. In the UK, councils issue taxi licenses. Their websites almost always have a Taxi Licensing section and a complaint form. This is especially relevant for trips in small towns or when ordering through local companies.
- Transport for London (TfL). There is a separate procedure for London. TfL controls black cabs and minicabs. You can leave a complaint using the official form on the TfL website.
- 4. Police. If we are talking about serious violations – aggression, threats, an attempt to cheat with payment, refusal to stop, call 999. For non-urgent cases, you can use 101.
Before choosing a channel, assess the seriousness of the situation. Minor problems are easier to solve through the aggregator’s support service, serious ones are better through the council or TfL.
How to prepare a complaint
Many passengers get confused, but the algorithm here is simple:
- Collect the data. Order number, driver’s name or ID, car registration plate. All this is displayed in the application.
- Describe the situation. Briefly and factually: where, when, what happened.
- Save the evidence. This could be a screenshot of the fare, a route map, a photo of the interior, correspondence with the driver or support.
- Select the submission format. Online form, letter or call to the contact center.
Important: the complaint must be specific.
What screenshots to attach
To make the complaint look convincing, attach everything that confirms the words:
- a receipt with the amount and time of the trip;
- a route map, if the driver made a detour;
- the driver’s profile with the name and photo;
- correspondence in the chat (if any);
- a photo of the interior if complaining about cleanliness or safety.
The phrase “he was rude” sounds vague, but “the driver shouted and refused to stop when asked” already gives a clear picture.
Features of complaints through the council
Not everyone knows that it is the local council that is responsible for licenses. For example:
- a trip in Manchester – a complaint through Manchester City Council;
- a trip in Birmingham – Birmingham City Council.
The algorithm is as follows:
- Go to the council’s website.
- Go to Licensing → Taxi and private hire → Complaints.
- Fill out the form: driver’s name or license number, date, description, contacts.
The council does not respond immediately – usually 10-15 working days. But the complaint is officially recorded. If the driver has several similar complaints, the license can be revoked.
What to expect after filing
In simple cases (for example, a dispute over the tariff or being late), aggregators often return money automatically. In more serious situations, they conduct an investigation. In London, TfL can suspend a driver’s license until the end of the investigation.
If there is no response, it is worth reminding about yourself – forward a letter or call. As a last resort, you can contact the Local Government Ombudsman.
Practical tips and common mistakes
Before complaining, many passengers think: “What if this is a waste of time?” In reality, everything is simpler. Complaints are taken into account, and companies really adjust their work. But there are nuances.
- Keep receipts. Especially if you pay in cash – without a receipt, it is difficult to prove the fact of the trip.
- Do not delay. The faster the complaint is filed, the higher the chance that it will be considered promptly.
- Be precise. “I expect compensation” sounds clearer than “I was outraged by this.”
- Do not overload with emotions. It is easy to slip into complaints-“cry from the heart.” But official bodies need facts, not emotions.
- In case of threats – only the police. Aggregator support will not replace emergency services.
A common mistake is to write too general a text without details. As a result, the support service responds with a template, and the case does not move.
Result
Complaints about taxis in the UK are really considered. And the more actively passengers report problems, the higher the overall level of service. In practice, this works: companies value reputation, councils monitor licenses, TfL monitors order in London. So if your trip was problematic, don’t keep quiet. A couple of screenshots, a short description, and the issue gets an official move. In the UK, this works much more effectively than many people think.