Councils across Oxfordshire have recorded a substantial increase in complaints about taxi and private hire drivers, with data for the 2025/26 year showing 714 reports — up from 601 the previous year and nearly double the 368 complaints logged in 2021/22.
Oxford City accounts for bulk of complaints
The largest spike occurred in Oxford City, where authorities logged 549 complaints in the most recent period. That represents a rise of roughly 139% compared with the 229 reports recorded in 2021/22. Since April 2021 the city council has received almost 2,000 complaints about local drivers.
Nature of complaints and enforcement
The complaints cover a wide range of conduct, from traffic offences such as speeding and unauthorised parking to allegations of abusive behaviour. A number of upheld cases involved breaches of accessibility obligations: for example, a driver was disciplined for refusing to carry a visually impaired passenger with a guide dog, and another was found to have refused service to a wheelchair user citing insufficient boot space for mobility equipment.
Enforcement action has followed the rise in reports. Cherwell District Council said it has suspended or revoked 39 driver licences over the past five years for misconduct or failures to comply with regulatory requirements. One district council, West Oxfordshire, did not provide data for the investigation.
Responses from the trade
Representatives of the local taxi trade have urged members of the public to distinguish between different types of service providers. They noted that the figures compiled by Oxford City Council group together traditional hackney carriages, private hire vehicles and ride-hailing services.
A local trade representative stressed that the city’s hackney carriage fleet is fully wheelchair accessible and operates under strict local safety and conduct standards, arguing that many licensed black cab drivers maintain high levels of service.
What this means for passengers
The figures underline continuing concerns about service standards and accessibility for some passengers, particularly those with disabilities. They also illustrate councils’ reliance on complaint-based enforcement: misconduct is often acted on only after a report is submitted.
- 2025/26 (Oxfordshire): 714 complaints
- 2024/25 (Oxfordshire): 601 complaints
- 2021/22 (Oxfordshire): 368 complaints
- Oxford City (2025/26): 549 complaints
- Cherwell (last 5 years): 39 licences suspended or revoked
| Area / Period | Complaints / Actions |
|---|---|
| Oxfordshire (2025/26) | 714 complaints |
| Oxfordshire (2024/25) | 601 complaints |
| Oxford City (2025/26) | 549 complaints |
| Cherwell (last 5 years) | 39 licences suspended/revoked |
Councils are responsible for licensing and monitoring driver standards locally, and action depends on complaints and subsequent investigations. For passengers who experience poor service or discrimination, lodging a formal complaint with the relevant licensing authority remains the primary route to prompt investigation and potential disciplinary action.
Further analysis of complaint patterns and which types of providers they relate to — hackney carriages, private hire or app-based services — would be necessary to pinpoint responsibility and inform any changes to licensing or enforcement approaches.
