Complaints to Private Hire operators

MQT on 2017-08-10
Session date: 
August 10, 2017
Question By: 
Caroline Pidgeon
Liberal Democrats
Asked Of: 
The Mayor


A constituent has asked me to raise the question.  Will you consider setting a condition that private hire operators notify TfL of all complaints made by customers?


Answer for Complaints to Private Hire operators

Answer for Complaints to Private Hire operators

Answered By: 
The Mayor

In March 2016, Transport for London (TfL) introduced a new complaints handling process. It is now taking a more active role concerning customer complaints about private hire journeys. Details of TfL's complaint process can be found online at

The majority of complaints about private hire journeys are still made directly to private hire operators. Operators have to keep a record of complaints and TfL has the right to inspect complaints logs at any time.

An operator must inform TfL if they receive a complaint that leads to a decision to dismiss a driver. This ensures that TfL is aware of complaints concerning public safety.

TfL is reviewing its current signage requirements for private hire vehicles, which includes the requirement for customer complaints details to be displayed. TfL will hold a public consultation regarding its proposals later this year.