Making a complaint about a taxi service
How to make a complaint about a taxi service and what to do if you’re not satisfied it has been resolved.
Complaints
If you have a problem with a taxi or taxi driver's behaviour, or you believe a vehicle to be unlicensed, report it immediately.
If you feel you have been discriminated against, contact the Equality Commission who may be able to help you:
You can get information about travelling by taxi with a disability at this link:
If the problem involves a criminal act, report it to the Police Service of Northern Ireland (PSNI). In an emergency, call 999.
If you're unhappy with the fare, quality of vehicle, driving or behaviour of the driver or any other issue, make your complaint to the driver or the taxi operator.
A licensed taxi operator is required to 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 and action taken.
If using a Class A or B taxi, make sure the taximeter is used to calculate your fare and ask for a receipt from the driver.
If the service is agreed with the operator directly, record details of the advance booking and agree a fare before you travel (you cannot be charged more than that fare).
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.
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).
They will contact the operator on your behalf to make sure your complaint has been investigated and, where appropriate, pass it to the DVA Enforcement Team.