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How to complain about a taxi fare in Wales
If you believe you were overcharged by a licensed taxi in Wales, you have clear steps to follow.
Step 1: Note the details
Write down the vehicle plate number (displayed on the rear of every licensed hackney carriage), the date, time, pickup and drop-off locations, and the fare shown on the meter. If possible, take a photo of the meter before you leave the vehicle.
Step 2: Contact the licensing authority
Every hackney carriage in Wales is licensed by one of the 22 local councils. The council that issued the vehicle's licence plate is the one you complain to — not necessarily the council where your journey took place.
- Cardiff — Cardiff Council licensing: 029 2087 1651
- Swansea — Swansea Council licensing: 01792 635600
- Newport — Newport City Council licensing: 01633 656656
- Pembrokeshire — Pembrokeshire County Council: 01437 764551
- Wrexham — Wrexham CBC licensing: 01978 292040
Step 3: What happens next
The council will investigate. If the driver charged more than the published maximum tariff, this is an offence under the Local Government (Miscellaneous Provisions) Act 1976. The council can take enforcement action, issue warnings, or in serious cases revoke a driver's licence.
Private hire complaints
If your journey was in a private hire vehicle (pre-booked minicab), the fare is a contract between you and the operator. The council tariff does not apply. However, the operator is still licensed and must handle complaints. If unsatisfied, escalate to the licensing authority.
Report it here too
Use our report form to flag issues. We track patterns and update our data when tariffs change.