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Transport

Keelin
07th April 2022

Taxi Services

Information to help with taxi service complaints in Northern Ireland.

Taxis in Northern Ireland

Detailed information on taxi services in Northern Ireland, such as classes of taxi, driver licences, fares, booking a taxi and lost property, can be found by clicking here to visit the NI Direct website.

Complaining about your taxi provider

If you are unhappy with the fare, quality of vehicle, driving or behaviour of the driver or any other issue, make your complaint to the driver or the taxi operator. A licensed taxi operator has a duty to record any complaints, including keeping details of actions taken following a complaint. 

Try to note as much information as possible, including:

  • The taxi’s licence plate number;
  • The driver’s licence number (normally shown on their badge); and
  • Time, date and location of the incident.

The Consumer Council has a template letter to help you with your complaint. 

If you can't get the complaint resolved with the driver or taxi company, it can be reported to the following email address:

Ptld.ru@infrastructure-ni.gov.uk

Ptld.ru@infrastructure-ni.gov.uk

Alternatively, you can write to:

Taxi Licensing Section
Driver and Vehicle Agency (PTLD)
County Hall
Castlerock Road
Coleraine
BT51 3HS

The Department for Infrastructure may investigate any complaints received, and licence holders will be expected to co-operate fully in investigations and to supply any information that might reasonably be requested.

Failure to co-operate with investigations may lead to suspension, revocation or curtailment of their licence.