Whether you'd like to leave a compliment or make a complaint, we want to hear about your experience.
Fortunately, the high standards of taxi and private hire licence holders in Gravesham mean that the numbers of complaints are relatively few. If you do have reason to complain, your complaint will be fully investigated by a licensing officer.
Leave a compliment
You can leave a compliment emailing details to licensing@gravesham.gov.uk
We'd love to hear from you.
Make a complaint
Where possible, your name and address will not be disclosed however, on occasions this will not be practicable.
There are various enforcement actions available to us ranging from informal action such as verbal warnings, internal penalty points and written warnings, to more formal actions such as prosecution, suspension or revocation of the licence.
Please be aware that if we decide to take legal action you may be required to appear in Court as a witness.
Identifying a driver, vehicle of operator
We can only follow up on a compliment or complaint, if we are able to identify which driver, vehicle or operator it is about.
To help ensure local safety and standards, all licenced drivers, vehicles and operators are issued with licences unique to them and which must be kept on display. Further information on these can be found in the General Information section.
- The easiest way is to identify a vehicle is by its licence number, which is displayed on the plate at the rear of the vehicle.
- Every driver is also issued with an identity badge, which has their photograph on it, together with their driver licence number. If needed, you can ask for a receipt at the end of the journey and ask the driver for their name and driver licence number.
- All operator offices have to display a printed licence in their office(s), but they will be easily identifiable by their business name, office address, and contact details. If possible, get the name of the person you dealt with too.
What information do we need?
In order to assist us with your complaint, it would be useful if you could provide as much information about the problem as possible, such as:
- What happened
- Date/time of the incident
- Location of the incident
- Who was involved
- Details of any witnesses
- Details of the booking/journey
- Fare charged and route taken if the complaint relates to possible overcharging or a driver not taking the most direct route
The licensing team can be contacted by emailing licensing@gravesham.gov.uk
Other contacts
Kent Police
If your complaint is about:
- antisocial driving
- unsafe driving/speeding
- using mobile phones while driving
- moving traffic offences
- road rage
- ignoring traffic signs and signals
Please also report it to Kent Police.
Complaints such as assault, verbal abuse or suspected theft by the driver should be reported to Kent Police as soon as possible for investigation.
Operator Offices
If you booked a journey through an operator and have a complaint about your journey, such as the route taken, the driver's attitude or the fare charged, you may wish speak to the operator in the first instance.
If they feel your complaint is sufficiently serious, they will refer your complaint to us.
Alternatively, if you prefer, are not satisfied with the response from the taxi operator, or have a complaint about a taxi operator, you can let us know.