Private Hire Operator information

All three licences must be issued by the same Local Authority. 

Recording of Bookings 

All licensed private hire operators are required to maintain accurate and up-to-date records of every booking accepted. These records must be kept in a legible format (either electronic or written) and made available for inspection by an authorised officer upon request. 

• Each booking record must include the following details:
• Date and time the booking was made
• Name of the person making the booking
• Pickup date and time
• Pickup location
• Destination
• Name or identifying number of the driver assigned to the booking
• Registration number or plate number of the vehicle dispatched
• Name of the individual taking the booking  

Record-Keeping Requirements 

• All records must be retained for a minimum of 12 months 
• Records must be stored securely and in a way that ensures they are protected from loss, tampering, or unauthorised access.
• Operators must ensure all staff involved in taking bookings are trained on how to record them properly and consistently. 

Failure to maintain proper booking records may result in enforcement action, including the possible suspension or revocation of the operator’s licence. 

Records of Driver and Vehicle Details 

All licensed private hire operators are required to maintain up-to-date records of all drivers and vehicles used in connection with their private hire business. These records must be readily available for inspection by an authorised officer upon request. 

Driver Records 

For each licensed private hire driver used by the operator, the following information must be recorded and kept up to date: 

• Full name of the driver
• Current address and contact details
• Copy of the driver’s private hire licence (including licence number and expiry date)
• Evidence of the driver’s right to work in the UK (where applicable)
• Start and end date of the driver’s engagement with the operator 

Vehicle Records 

For each licensed private hire vehicle operated or dispatched, the following information must be recorded: 

• Vehicle make, model, and colour
• Vehicle registration number
• Private hire vehicle licence number and expiry date
• Name of the licensed proprietor of the vehicle
• Insurance details (including insurer name, policy number, and expiry date)
• MOT certificate
• Fitness certificate
• Dates the vehicle was added to or removed from the operator’s records 

Recording of Complaints 

Licensed private hire operators are required to maintain a complaints record system to ensure that all complaints received from members of the public are properly recorded, investigated, and, where necessary, acted upon. 

Minimum Complaint Record Requirements 

The following details must be recorded for each complaint: 

• Date and time the complaint was received
• Name and contact details of the complainant (where provided)
• Details of the complaint, including a clear description of the issue
• Name or licence number of the driver and/or vehicle registration or licence number involved
• Action taken by the operator in response to the complaint
• Outcome of the complaint and any follow-up steps taken
• Name of the staff member who handled the complaint 

Record-Keeping and Retention 

• Complaint records must be retained for a minimum of 12 months, or longer if required by the licensing authority.
• Records must be stored securely and be made available to authorised officers upon request.
• Operators must cooperate fully with the Council in the investigation of complaints, including supplying records promptly when requested.