Taxis (Hackney Carriages) and Private Hire Complaints and compliments

We work closely with the hackney carriage and private hire trade to achieve compliance with our Hackney Carriage and Private Hire Licensing Policy, relevant legislation and our conditions of licence.  

We welcome all compliments and complaints about our licensed hackney carriage drivers and vehicles and private hire drivers, vehicles and operators.

Please note, we won't necessarily acknowledge compliments as we prioritise the handling of complaints, but please rest assured that all information is gratefully received, recorded and considered.

Where appropriate, we encourage complainants to raise complaints with the relevant licence holder or business concerned. However, where this is not possible, our process with complaint resolution is to assess the need for any investigation based on the level of evidence provided.  On receipt of a complaint, we will determine an appropriate outcome taking into consideration all the facts of the complaint, alongside our Hackney Carriage and Private Hire licensing policy, our Better regulation and enforcement policy and any relevant legislation.

Please be advised that on receipt of a complaint we may contact the individuals concerned to make them aware of the allegations and to ask them to formally provide an account; it is possible that a person may be identified as the complainant during this process.

In order for us to gather the appropriate information to assess a complaint, you are advised to complete our Reporting a Complaint form and return to the Licensing Team at taxis@shropshire.gov.uk 

In addition, we work closely with other enforcement agencies, including other local authorities and police forces. Where we receive information in relation to any safeguarding or road safety concerns about a hackney carriage or private hire driver who is licensed by another licensing authority, the relevant information will be shared with that authority.

Can I make an anonymous complaint?

You can provide us with an anonymous complaint but if we don't have your name and contact details we won't be able to reply to you or update you on any action completed as a result of your complaint.  Your anonymous complaint will be recorded, however, in many circumstances an anonymous complaint won't be investigated due to a lack of information and inability to determine whether or not the complaint is justified.

Once I have made a complaint, what happens next?

On receipt of a completed reporting a complaint form and any supporting documents, a licensing officer will review the information provided to determine what, if any, action is to be taken. A licensing officer may contact you further if additional information is required.

Please be advised that on completion of any investigation that we may undertake, we do not provide any specific outcomes of actions taken, however, we may contact you to advise that the investigation has been concluded in accordance with our Better Regulation and Enforcement policy.