Edinburgh City Council reveals over 1,200 complaints against taxi and private hire drivers in 12 month period

In a revealing report, Edinburgh City Council disclosed a significant number of complaints against taxi and private hire (PHC) drivers, amounting to a total of 1,232 from 1 November 2022 to 31 October 2023.

Out of the total complaints uncovered via a recent Freedom of Information request, licensed taxi drivers were the subject of 337 grievances, while a substantially higher number of 815 complaints were directed at PHC drivers. The remaining 80 complaints could not be specifically attributed to any individual driver.

The breakdown of these complaints presents a picture of the issues passengers face. Aggressive behaviour mustarded up 80 complaints. On the list of complaints were also inappropriate parking (183) and driving manner concerns (208).

Other notable issues included overcharging (68 complaints), illegal plying for hire (127), and mobile phone use while driving (8). There was also one particularly serious complaint of a sexual nature.

The report also highlighted complaints that reflect on the condition and operation of the vehicles. This included 82 complaints about vehicles being used when not of the required standard and 9 instances of licensed vehicles being involved in accidents.

Interestingly, there were specific types of complaints like those from cyclists (5), issues with the city's Greenway (2), and instances of fare refusal (13). These diverse complaints illustrate the range of enforcement challenges faced by those regulating taxi and private hire services.