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TfL receive at least 30 complaints relating to taxi drivers using handheld payment devices

Updated: Dec 4, 2022

Transport for London (TfL) have received at least 30 complaints of taxi drivers using handheld payment devices, rather than those approved by the regulator, in the last 12 months.

Handheld devices are not approved by TfL. All card payment devices must be fixed to the taxi, linked to the meter and offer printed receipts on request.

Some cabbies have chosen to use a second device whilst working that usually links directly back to their mobile device. Cabbies might choose to use the back-up device if the network drops on their fixed device. Some use the secondary device more frequently because the service fees are cheaper than those offered by the fixed terminal suppliers.

In a recent Freedom of Information (FOI) request TfL disclosed how many complaints had been made against drivers using handheld terminals.

TfL said via the FOI request: “All taxi drivers must accept card and contactless payments via the approved TfL fixed card payment device located in the passenger compartment and provide printed receipts for those payments upon request. Handheld payment devices do not meet the licensing requirements and are regarded as unapproved devices.

“We have received 30 complaints from customers regarding taxi drivers using hand held credit card (unapproved) units/machines in the past 12 months.

“Please note, in determining your request we have considered a wide range of keyword searches of complaint logs to locate and collate complaints mentioning hand held card payment devices, however this search is not 100 per cent accurate and there may be additional complaints that were not located.”


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