Contact Taxi & Private Hire

As a taxi or private hire customer, applicant or licensee there are several ways you can contact us.

Transport for London (TfL) license and regulate all of London's taxi and private hire drivers, vehicles and operators. We are also the enforcement authority and work closely with the Metropolitan and City of London Police services to ensure that drivers, operators and vehicles are compliant with taxi and private hire legislation, regulations and policy.

Customers

To contact us about a licensed taxi or private hire driver or operator: 

Applicants or licensees

To contact us about licensing or any other element of our service:

There is information available about the types of licensing queries you can contact us about. If you are unhappy with the response you receive then you may follow our complaints procedure as outlined below.

Licensee self-reporting 

Licensed taxi drivers, PHV drivers and PHV operators must tell us about any arrest and release, charge, caution or conviction within 48 hours. This includes all driving offences resulting in penalty points on your DVLA driving licence.

Report any arrest and release, charge, caution or conviction, including driving offences, within 48 hours.

You can also report by email to tphlicensingsupport@tfl.gov.uk

Complaints procedure

This procedure outlines how you can complain to us about the services we provide or the drivers and operators we license. To enable us to conduct a full investigation into your complaint you should include as much detail as possible.

This process should not be used by taxi or private hire licensees to appeal our decision to refuse, suspend or revoke a licence. If you wish to do this you should follow the appeals procedure as detailed in our decision letter.

Stage One:

Customer Correspondence Manager
Licensing Regulation and Charging
Fourth Floor - Area 4R
Taxi and Private Hire
5 Endeavour Square
Westfield Avenue
Stratford, London
E20 1JN

Email: tph.enquiries@tfl.gov.uk

We will respond to your complaint within 10 working days. If a full investigation is required then we may need a little longer but we will keep you informed of the progress of your complaint.

Stage two:

If you are still unhappy you may ask for a final review by writing to:

General Manager
Licensing Regulation and Charging
Fourth Floor - Area 4B
Taxi and Private Hire
5 Endeavour Square
Westfield Avenue
Stratford, London
E20 1JN

The General Manager will conduct a final review, usually within 10 working days, and a response will be issued outlining our final position.

Local Government Ombudsman (LGO)

The LGO is an independent national service that investigates complaints against local authorities, such as Transport for London.

If you've been through our complaints procedure and are still dissatisfied, you may choose to escalate your complaint to the LGO at the address shown.

The Local Government Ombudsman
PO Box 4771
Coventry CV4 0EH

Phone: 0300 061 0614 (08:30 - 17:00 Monday to Friday)

Website: http://www.lgo.org.uk/make-a-complaint

You're entitled to contact the LGO without completing our complaints procedure, but in such cases the LGO may refer your complaint back to us, to allow us the opportunity to resolve your issue.

Report illegal activity

You can report touting or other illegal cab activity by submitting a form to us. Reports will be used to inform future deployments. If you have additional photographic evidence with supporting information, including the time, date and location of the incident, please email the evidence to TPHintel@tfl.gov.uk

Twitter

Our dedicated Twitter account has useful information for the Taxi and Private Hire trade. Follow our TfLTPH feed on Twitter.