Operator FAQs - staying compliant while licensed

Yes.

You must operate private hire vehicles from an address within the licensing authority’s area. This is called the operating base.

You must keep accurate records of all private hire bookings.

The booking record must usually include:

• the passenger’s name;
• when the booking was received;
• the pick-up point;
• the requested pick-up time;
• the destination;
• the driver sent to do the booking;
• the driver’s licence number;
• the vehicle registration number;
• who responded to the booking request;
• who dispatched the vehicle.

Written records must usually be kept at the operating base.

If records are electronic, they must be available to view at the operating base by an authorised council officer or police officer. You must also be able to provide a printed copy if asked.

Booking records must usually be kept for at least 12 months.

They must be available for inspection by an authorised council officer or police constable during the hours of operation of the business.

You must keep accurate records of the drivers and vehicles you use.

For each booking, these records must include:

• the name of the passenger;
• the time that the booking was received;
• the pick-up point;
• the requested pick-up time;
• the destination;
• the name of the driver dispatched to undertake the booking;
• the driver’s licence number of the driver dispatched to undertake the booking;
• the vehicle registration number of the vehicle dispatched to undertake the booking;
• the name of any individual that responded to the booking request;
• the name of any individual that dispatched the vehicle.

Before allocating bookings to a particular driver, you must check and keep copies of:

• the driver’s current private hire driver licence or badge;
• the vehicle’s current private hire vehicle licence or identity plate;
• the vehicle’s current Ministry of Transport test certificate;
• the vehicle’s current insurance certificate or cover note for that driver using that vehicle.

You must keep the documents for at least 12 months after the driver or vehicle stops working for you.

They must be available for inspection by an authorised officer or police constable during the hours of operation.

Yes.

Records must be clear and readable, whether they are kept on paper or electronically. You must also comply with data protection law when recording, storing, and using personal information.

Information on data protection law is available from the Information Commissioner's Office:

UK GDPR guidance and resources | ICO

When you send a driver to a booking, you must usually give them at least:

• the passenger’s name;
• the pick-up point;
• the requested pick-up time;
• the destination.

When you accept a booking, you must give the customer:

• the registration number of the vehicle being sent;
• the licence or badge number of the driver.

This can be given by phone, text message, email, app notification, or another electronic method.

Yes.

If a booking is subcontracted to another operator, and the journey will be carried out by a driver and vehicle licensed by another council, the passenger must be told:

• the name of the operator the booking has been passed to;
• the council that licensed that operator;
• the vehicle registration number;
• the driver’s licence or badge number;
• the council that licensed the driver and vehicle.

Only in limited circumstances.

If you also hold a Passenger Service Vehicle operator’s licence, you should not use a Passenger Service Vehicle (PSV) to carry out private hire bookings unless the hirer has been told and is happy for the PSV to be used.

That consent must be recorded as part of the booking record.

Yes.

You must keep a register of all staff who take bookings or dispatch vehicles.

Yes.

The operator must have a written policy on employing ex-offenders.

That policy must include reference to basic Disclosure and Barring Service checks for staff who take bookings or dispatch vehicles.

Yes.

You must have a written complaints procedure. You must take reasonable steps to investigate complaints and keep records of the complaint, who it involved, what was investigated, and what action was taken.

Yes.

You must report certain serious complaints or allegations to the council immediately. These include:

• sexual misconduct;
• racist behaviour;
• violent or abusive behaviour;
• dishonesty such as overcharging or theft; and
• breaches of equality law such as refusing to carry an assistance dog.

Yes.

If you accept a booking, you must take reasonable steps to provide a reliable service.

You and your staff must behave in a civil, orderly, and respectful way when providing private hire services.

You must not discriminate against customers because of protected characteristics such as:

• age;
• disability;
• race;
• religion or belief;
• sex;
• sexual orientation;
• pregnancy and maternity;
• marriage and civil partnership; or
• gender reassignment.

Yes.

You must have a written policy for dealing with property left in a licensed vehicle. This policy must be shared with the drivers who receive bookings from you. You must also take reasonable steps to return lost property safely to its owner.

Yes.

Operators and staff must not have inappropriate conversations with passengers. This includes inappropriate references to a person’s personal life, relationship status, appearance, religion, or political beliefs.