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Complaints

We take very seriously any complaints received about our licensed driving community. It is important that you direct your complaint to the service best able to address your concerns.

As drivers are self-employed, in the first instance any complaints about the service they provide should be directed to the operator.

Nature of complaints

If your complaint relates to traffic offences (e.g. illegally sounding the horn, mobile phone use, speeding, dangerous or reckless driving) then the complaint should be referred to the police. 

If your complaint relates to serious conduct, including allegations of assault or threats of violence, this should also be reported to the police.

If your complaint relates to overcharging, taking a longer route, condition or cleanliness of vehicle, or the general conduct or appearance of the driver or operator, you should contact us.

All disputes between drivers/operators should be resolved between yourselves unless there is evidence of a breach of licence condition, or if a relevant offence has been committed. 

All complaints that we deal with are based on the operator's/driver’s fitness to hold a licence and/or the condition of the licensed vehicle.  

Our process 

After you have completed the form in the contact us section, each stage of our investigation is documented due to the fact that there is potential for the complaint to progress to being heard in court.

Your complaint should provide the following information:

  • Date and time of the incident
  • Vehicle identification (plate number, description of vehicle etc)
  • Identification of licensed operator (if applicable)
  • Identification of the driver (licence number, personal description)
  • Description of the incident
  • Your name, address, email address and daytime contact telephone number

It is important to provide a true and factual account of the incident, including your own conduct, the conduct of fellow passengers, whether or not you had been drinking, or showed any aggression to the driver.

The council cannot investigate anonymous or frivolous complaints.

We conclude investigations as quickly as possible; however, the length of time taken to conclude the investigation depends on how much evidence is required.

You should be aware that you may be requested to support your case in person at the council's Licensing and Environmental Protection Committee, should the matter be referred there for consideration/action. 

Outcomes following a complaint

You will receive a response detailing the conclusions reached as a result of any investigation. 

This is a list of possible action the council can take against licensed drivers and operators:

  • Verbal warning
  • Written advice
  • Written warning
  • Final written warning
  • Suspension of the licence
  • Revocation of the licence
  • Prosecution
  • No further action

It is important that you contact us as soon as possible so that we can carry out an investigation.