We have high standards for our licensed Private Hire and Hackney Carriage vehicles.
These standards are maintained with a great deal of co-operation with the drivers and operators. However, there may be occasions when you feel you need to make a complaint.
What to do first
Depending upon the nature of the complaint, you should first complain to the proprietor or manager of the company the vehicle was hired from and operated by.
When to complain to us
If your complaint is about any licensed Private Hire or Hackney Carriage vehicle, or operator, in relation to the driver turning up late, being discourteous, or not giving you reasonable help with your luggage, then you should contact the Licensing Team using the forms listed below:
When to complain to the police
- If your complaint is in relation to an alleged offence such as reckless driving or sounding of horn, you should complain to Surrey Police on 0845 1252222.
- If the alleged offence takes place within the confines of Guildford Railway Station, you should contact the British Transport Police on 0800 405040.
Cost of journey
Private Hire
If the vehicle was hired via a private hire operator, these fares are not regulated by Guildford Borough Council and are set by the operator.
Hackney Carriage
Hackney Carriage fares are regulated by Guildford Borough Council and a meter should be used at all times in the borough.
If a journey starts in the borough, but will end up outside of it, a non metered fare can be agreed in advance.
Please contact the Licensing Team for further information:
Licensing Team
Guildford Borough Council
Millmead House
Millmead
Guildford
Surrey
GU2 4BB
Tel: 01483 444371
Fax: 01483 444546
Email: licensing@guildford.gov.uk