Complaints against PHV drivers in London
Request ID: FOI-0873-1920
Date published: 19 July 2019
You asked
Hello,
I would like to know the total number of complaints launched against PHV drivers in London, including how this number has changed in recent years, and the underlying nature of the complaints.
Thank you.
We answered
TfL Ref: FOI-0873-1920
Thank you for your request received by Transport for London (TfL) on 26th June 2019 asking for information about complaints made against PHV drivers in London.
Your request has been considered in accordance with the requirements of the Freedom of Information Act and our information access policy.
Specifically you asked:
“I would like to know the total number of complaints launched against PHV drivers in London, including how this number has changed in recent years, and the underlying nature of the complaints.”
I can confirm that we hold the information you require, although the available data only goes back as far as July 2017. The information is shown in the tables below.
Note that there are currently over 2,200 private hire operators in London. Information about the responsibilities of private hire vehicle licensees, and associated legislation and guidance, can be found on the TfL website via the following link:
https://tfl.gov.uk/corporate/publications-and-reports/taxi-and-private-hire#on-this-page-8
Table 1: Total number of complaints:
|
|
2017 (from 1st July only)
|
2018
|
2019 (to 31st May)
|
|
Total
|
913
|
2433
|
622
|
|
Monthly average
|
152.16
|
202.75
|
124.4
|
Table 2: Nature of complaints:
|
Nature of Complaint (as recorded on TfL database)
|
2017 (from 1st July only)
|
2018
|
2019 (to 31st May)
|
|
Approval Required
|
0
|
1
|
1
|
|
Assault
|
5
|
28
|
8
|
|
Attitude/Rude Behaviour
|
41
|
28
|
7
|
|
Compliance with TfL Procedures
|
14
|
69
|
47
|
|
Dangerous Driving
|
115
|
386
|
104
|
|
Unplanned Route
|
11
|
29
|
2
|
|
Disability Discrimination
|
4
|
14
|
1
|
|
Fail to Complete Hiring
|
7
|
43
|
2
|
|
Failed Pick Up
|
1
|
0
|
1
|
|
Failure to Arrive
|
1
|
1
|
0
|
|
Failure to Issue Receipt
|
0
|
1
|
0
|
|
Fare Refusal
|
19
|
36
|
6
|
|
Guide Dog Refusal
|
0
|
7
|
0
|
|
Illegal Parking / Parking Obstruction
|
0
|
0
|
19
|
|
Inappropriate Behaviour
|
430
|
889
|
198
|
|
Intimidating/Threatening Behaviour
|
36
|
158
|
40
|
|
Knowledge/Information
|
96
|
361
|
58
|
|
Left Item / Lost Property
|
0
|
1
|
0
|
|
License/Permits
|
1
|
1
|
0
|
|
No Taxi Licensing Disc
|
0
|
6
|
1
|
|
Offensive Behaviour
|
43
|
65
|
15
|
|
Other
|
3
|
6
|
7
|
|
Other Moving Traffic Offence
|
0
|
0
|
1
|
|
Overcharge
|
41
|
136
|
33
|
|
Overpayment
|
0
|
1
|
0
|
|
Passenger Behaviour
|
0
|
2
|
0
|
|
Passenger Helppoint
|
1
|
0
|
0
|
|
Plying for Hire Outside Area
|
4
|
30
|
29
|
|
Poor/Dangerous Driving
|
21
|
31
|
20
|
|
Racial/Homophobic Abuse
|
2
|
19
|
1
|
|
Refusal to Admit Wheelchair
|
0
|
2
|
0
|
|
Refuse Pick Up
|
0
|
1
|
0
|
|
Sexual Harassment
|
2
|
21
|
1
|
|
Smoking
|
2
|
0
|
3
|
|
Support
|
0
|
1
|
0
|
|
Touting
|
13
|
54
|
10
|
|
Unattended
|
0
|
0
|
1
|
|
Vehicle Compliance
|
0
|
0
|
1
|
|
Violent Behaviour
|
0
|
5
|
5
|
If this is not the information you are looking for please do not hesitate to contact me.
Please see the attached information sheet for details of your right to appeal as well as information on copyright and what to do if you would like to re-use any of the information we have disclosed.
Yours sincerely,
David Wells
FOI Case Officer
FOI Case Management Team
General Counsel
Transport for London
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