Accessibility statement

What we promise on every journey

• We will not charge you more because of a disability, and we do not bill the time spent helping you into or out of the vehicle.

  Equality Act 2010 ss.164A and 165A (inserted by the Taxis and Private Hire Vehicles (Disabled Persons) Act 2022) and s.165 for designated wheelchair-accessible vehicles, and ss.168 and 170 for assistance dogs — no additional charge for a disability; Equality Act 2010 s.164A for every taxi and private-hire driver, s.165A for the private-hire operator, and s.165 for designated vehicles — no additional charge, so time spent helping a disabled passenger is not billed

• Assistance dogs travel with you, in the passenger compartment, at no extra charge.

  Equality Act 2010 s.168 (taxis) and s.170 (private-hire vehicles), with the medical exemption certificates in ss.169 and 171

• If you travel in your wheelchair, the driver must help you in and out and load and secure the chair, at no extra charge.

  Equality Act 2010 s.164A (every taxi and private-hire driver) and s.165A (private-hire operators), both inserted by the Taxis and Private Hire Vehicles (Disabled Persons) Act 2022; s.165 for designated wheelchair-accessible vehicles; ss.166 and 167 for exemption certificates and the designated-vehicle lists

• The duties to help you, to carry your wheelchair or other mobility aid, and not to charge you more apply to every vehicle we send, whether or not it is on the council's designated list. Not every vehicle can carry you while you stay in your wheelchair. Tell us when you book and we will send one that can, or tell you straight away if we cannot.

  Taxis and Private Hire Vehicles (Disabled Persons) Act 2022 (EqA ss.164A / 165A) — the duties are owed whether or not the vehicle is designated

• If we get this wrong you can complain to us. We answer within the time we publish.

  Equality Act 2010 s.29 (the right not to be discriminated against by a service provider, which is what a court claim is brought on) and s.118 (the six-month time limit for bringing that claim). The Equality Act 2010 does not set a deadline for the firm's own answer; the firm publishes its own.

If you cannot use part of this website