Taxi complaints in Torbay

To report an issue please provide as much detail as possible. You can use this form regarding any of the following:

• licensed driver
• taxi or private hire vehicle
• private hire operator

Information we need:

• Your name, address and telephone number
• The vehicle registration or plate number
• A full description of the issue/incident and any witnesses
• The date, time and location where the incident happened or your journey details
• A description of the driver and the drivers badge number (if known)
• As much detail about the vehicle type, colour and any distinguishing features

Are my details confidential

Our policy is to keep your personal information confidential.

You may need to give evidence if a case goes to Court. It is often the case however that things are resolved informally before it gets to this stage.

What is a plate number

Licensed taxis, hackney carriages, have a blue licence plate on the rear of the vehicle.  

Private hire vehicles have a red licence plate.

These plates both have a large number displayed.

The difference between a Taxi (Hackney Carriage) and a Private Hire vehicle

Hackney carriage - these are available for hire at appointed taxi ranks. You can also flag them down in the street. All licensed taxis have:

• a distinctive blue licence plate displayed on the rear
• a yellow taxi light on the roof above the front windscreen

Private vehicle - They have:

• a distinctive red licence plate displayed on the rear of the vehicle
• stickers on the front doors indicating that the vehicle:
  • can only be pre-booked
  • cannot be flagged down in the street or hired at a taxi rank

Can a driver refuse to take me if I'm in a wheelchair

Some drivers may have a valid medical exemption. 

It's a criminal offence for drivers of designated taxi and private hire vehicles to:

• refuse to carry passengers in wheelchairs
• fail to provide them with appropriate assistance

This does not apply to drivers who have a valid medical exemption certificate. They must display a valid exemption notice in their vehicle.

All drivers must explain the reason why they can't take you. They should help you to find a vehicle that can transport you.

How can I check if a driver or vehicle is properly licensed

Always check that your driver is wearing a photo ID badge. They should wear this on a lanyard, and it should be clearly visible.

If you have pre-booked your journey, the driver should know your name and destination.  If this is not the case:

• do not enter the vehicle
• double check your booking with the operator

If you are still worried, take note of the plate and registration numbers. You can then report either to a police officer or using our online taxi complaint form. 

People sometimes use social media to advertise taxi services that are not licensed. If you use these services, you put yourself at risk. These individuals do not have the correct licences in place. The driver will not have received a criminal record check. The vehicle may not be roadworthy or insured. 

What if someone doesn’t pay their taxi fare

Licensing officers and the police work closely with drivers. We want to promote the safety of both drivers and passengers. We encourage licensed drivers to report non-payment and abuse to the police. They can investigate all cases and take positive action wherever possible. 

It may be an offence which can lead to prosecution to:

• Enter a licensed vehicle without sufficient funds to pay for the journey
• Try to avoid payment
• Attempt to leave without payment

Taxi drivers can request payment or part payment in advance.  Drivers provide a valued service, transporting people around Torbay. They are entitled to receive the correct fare. 

If you wish to leave a compliment, you will not receive response from us. We review this information regularly to give back to the trade and use it to promote the great service our licensed drivers provide to Torbay.