As a licensing authority, we set high standards for our licensed
operators, private hire and hackney carriage (taxi) drivers
and vehicles. Whilst such standards are maintained with a great
deal of co-operation from both drivers and operators, there may be
occasions when problems occur that you wish to complain about.
What to do first
If appropriate, you should inform the owner or manager of the
company that the vehicle was hired from and operated by, so that
they are aware of the problem.
When to complain to the police
If your complaint is about an alleged offence such as reckless
or dangerous driving you should report the incident to the police
straight away by telephoning 01473 613500.
When to complain to us
If the problem is about poor service - such as an operator being
rude, or a driver turning up late or not giving you reasonable help
with your luggage - you should contact us and provide as much
detail about the incident as you can.
Also, please let us know if you are concerned about the
condition or road worthiness of a licensed vehicle.
We would also like you to tell us if you think that an operator
or driver is unlicensed.
How to make a complaint to the Licensing Team
It would be helpful if you give us as much information as
possible. This could include:
- Your name and contact details.
- The driver's name or local authority licence number.
- The registration number of the vehicle or the local authority
licence number.
- The name, address and telephone number of the taxi company you
used.
- As much detail about the incident or issue as
possible.
You can download or print off a
complaint sheet (new window PDF 28KB) that
sets out the information required. The form can be posted to you
if you ring the Licensing Team on 01394 444802
or email
licensing@suffolkcoastal.gov.uk.
Once the complaint sheet has been completed, please return it to
the Licensing Team.
Follow this link for help with downloading and opening PDF files.
Alternatively, a letter or email that describes the problem you
have had will be just as useful - our address is at the bottom of
this page.
Please note that your personal details will not be made known a
licence holder without your prior consent. You can also ask a
representative to write on your behalf.
What happens next?
Having received details of the complaint we will reply to you
within seven working days. We will also makes sure to:
- Advise you of any options that may be available to you if we
cannot help with the problem.
- Keep you informed about the progress of an investigation, if an
investigation is carried out.
- Advise you of the outcome of an investigation, and any action
taken to resolve the problem, within twenty-eight days of receiving
your complaint. (Please note that if an investigation results in a
Council hearing, or a court case, it may not be possible to solve
the problem within 28 days.)
Contact details
For more information and advice please contact:
Licensing Team,
Suffolk Coastal District Council,
Melton Hill,
Woodbridge,
Suffolk IP12 1AU.
Telephone: 01394 444802.
Fax: 01394 385100.
Email:
licensing@suffolkcoastal.gov.uk.
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issue