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Make a complaint about a taxi driver or operator

Coronavirus (COVID-19)

Passengers and drivers are now required to wear face coverings on public transport which includes taxis and private hire vehicles from 30 November 2021. Taxi drivers will be following new government guidelines.

More information is available on the website

What we need to know

We can only investigate identifiable drivers and vehicles.

The easiest way is to note the vehicle licence number, which is displayed on the front passenger doors or on the plate at the rear of the vehicle. Every driver is also issued with an identity badge with their photo and licence number.

You can ask for a receipt at the end of the journey and ask the driver for the vehicle number.

What to do if you are unhappy

If you have booked a taxi through a taxi operator and have a complaint about your journey, such as the route taken, the driver's attitude or the fare charged, please speak to the taxi operator in the first instance.

Alternatively, if you are not satisfied with the response from the taxi operator, or you have a complaint about a taxi operator, please complete our complaint form.

When to complete our complaints form

Our form can also be used if you have hailed a taxi off the street or from a rank and your complaint is about:

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

However, If your complaint is about:

  • assault
  • verbal abuse
  • suspected theft by the driver
  • antisocial driving
  • unsafe driving/speeding
  • using mobile phones while driving
  • moving traffic offences
  • road rage
  • ignoring traffic signs and signals

Please report the incident to Dorset Police as soon as possible for an investigation.

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