Private Hire and Hackney Carriage Complaints

If you have booked a vehicle through an operator and have a complaint about your journey, such as the route taken, the driver's attitude or the fare charged, complain to the taxi operator in the first instance. If they feel your complaint is sufficiently serious, they will refer your complaint to Torfaen Licensing. If you are not satisfied with the response from the operator, or if you have a complaint about an operator, then contact the Licensing Team.

If you have hailed a taxi off the street or from a rank, contact the Licensing Team.

If your complaint is about:

  • a driver's behaviour 
  • the vehicle 
  • unsafe driving 
  • the driver not taking the direct route 
  • the meter being incorrect 
  • overcharging
  • the driver refusing to take a wheelchair user, not strapping a wheelchair into the vehicle, or refusing an assistance dog

then please contact the Licensing Team.

Complaints such as assault, verbal abuse or suspected theft by the driver should be referred to the police as soon as possible for an investigation. Moving traffic offences or anti-social driving such as "road rage", using a mobile phone while driving, speeding or ignoring traffic signs and signals should also be reported to Heddlu Gwent Police .

Please be aware that we can only investigate identifiable drivers and vehicles. The easiest way is to note the vehicle licence number, which is displayed on the side doors, on the plate at the rear of the vehicle or the windscreen mounted disc.

We can also trace a vehicle through its registration and it is helpful if you can identify the driver.

Every driver is issued with an identity badge, which has his or her photograph on it, together with his or her licence number. Alternatively ask for a receipt at the end of the journey and ask the driver for the vehicle number.


Please Note - Torfaen County Borough Council (The Council) is under a duty to protect the public funds which it administers and to this end may use the information you provide within Torfaen County Borough Council for the prevention and detection of fraud. The Council may also share this information with other bodies administering or in receipt of public funds solely for these purposes. For further information, visit the National Fraud Initiative area of the website. 

Last Modified: 01/03/2022
For more information contact:

Licensing Team

Tel: 01633 647286


Back to top