TfL’s Most Common Complaints against PCO Drivers

Here at Otto Car we want to help all PCO Drivers enjoy their work, and also get as many 5 Star Ratings as possible.

That’s why we reached out to TfL to find out the most common complaints against PCO Drivers in London, and they’ve kindly provided us with a list of complaints that they’ve received over the past 3 years.

We think that this is very interesting, but also useful for drivers that are keen to see what issues have caused passengers to complain in the past.

We’ve included the full list below for you to check out, but here are a few key 5* takeaways before to keep in mind.

 

1.) Inappropriate Behaviour is by far the most common complaint in the past 3 years: This is a difficult complaint to understand, because it’s very open to interpretation. However, the key takeaway is simply that it’s important to find a balance between friendly communication and unwanted aggression. Private Hire Driving is a very social job and the challenge is in understanding this balance.

 

2.) Dangerous Driving is a no no: In the Accidents & Safety episode of our podcast we discuss the topic of dangerous driving in detail. It is not always about what is dangerous to you, but instead what the passenger perceives as dangerous. That leads us to the next point…

 

3.) A lot of these complaints can be avoided if you simply pay more attention to how the passenger is feeling. Yes, we understand that this isn’t possible all of the time, and some of you simply want to focus on the driving instead.

However, this is also a social job and it’s always good to make the customer feel comfortable at the end of the day. This may also require you to observe occasionally that they don’t look unsettled or unsafe.

 

4.) Not all of these complaints are common, but they could affect you, so it’s useful to have a read and make sure that you aren’t violating any of these.

 

Final note: It’s always good to have a fully functional CCTV in your PCO cars. It can help in all sorts of situations, including when you feel a complaint isn’t fair. All of the cars on our PCO Rent to Buy scheme and PCO Car Rental come fully kitted with cameras to help prevent these situations from happening.

 

The Full List

Nature of Complaint (as recorded on TfL database) 2017 (from 1st July only) 2018 2019 (to 31st May)
Approval Required 0 1 1
Assault 5 28 8
Attitude/Rude Behaviour 41 28 7
Compliance with TfL Procedures 14 69 47
Dangerous Driving 115 386 104
Unplanned Route 11 29 2
Disability Discrimination 4 14 1
Fail to Complete Hiring 7 43 2
Failed Pick Up 1 0 1
Failure to Arrive 1 1 0
Failure to Issue Receipt 0 1 0
Fare Refusal 19 36 6
Guide Dog Refusal 0 7 0
Illegal Parking / Parking Obstruction 0 0 19
Inappropriate Behaviour 430 889 198
Intimidating/Threatening Behaviour 36 158 40
Knowledge/Information 96 361 58
Left Item / Lost Property 0 1 0
License/Permits 1 1 0
No Taxi Licensing Disc 0 6 1
Offensive Behaviour 43 65 15
Other 3 6 7
Other Moving Traffic Offence 0 0 1
Overcharge 41 136 33
Overpayment 0 1 0
Passenger Behaviour 0 2 0
Passenger Helppoint 1 0 0
Plying for Hire Outside Area 4 30 29
Poor/Dangerous Driving 21 31 20
Racial/Homophobic Abuse 2 19 1
Refusal to Admit Wheelchair 0 2 0
Refuse Pick Up 0 1 0
Sexual Harassment 2 21 1
Smoking 2 0 3
Support 0 1 0
Touting 13 54 10
Unattended 0 0 1
Vehicle Compliance 0 0 1
Violent Behaviour 0 5 5