Test results for Taxi driver - complain about one

Here is the table of test results for this task. The score on each row is out of a possible total of 20, and the importance column is a rating of 1-5 according to how important testers considered being able to complete this task was.

Filter within results: or click headings to sort.

CouncilNavigationA-ZGoogleSite searchScoreTestsImportance
Barnet CouncilEasyEasyEasy100
Barnsley Metropolitan Borough CouncilDifficultVery easyVery easy23
Birmingham City CouncilDifficultEasyEasy43
Birmingham City CouncilDifficultEasyDifficult63
Birmingham City CouncilVery easyVery easyVery easy-33
Bracknell Forest CouncilGave upGave upGave up-123
Bradford CouncilDifficultVery easyVery easy23
Bradford CouncilDifficultVery easyVery easy23
Bristol City CouncilVery easyVery easyVery easy183
Cambridgeshire County CouncilVery easyGave upGave up-40
Carlisle City CouncilVery easyVery easyVery easy203
Carlisle City CouncilEasyVery easyEasy93
Cheshire East CouncilVery easyVery easyVery easy111
Cheshire East CouncilVery easyVery easyEasy103
City of Edinburgh CouncilGave upGave upGave up-125
City of LondonGave upVery easyGave up-93
Copeland Borough CouncilVery easyGave upGave up-95
Coventry City CouncilGave upGave upGave up-83
Coventry City CouncilVery easyVery easyVery easy183
Coventry City CouncilVery easyEasyVery easy163
Derbyshire County CouncilVery easyEasyVery easy33
Dudley Metropolitan Borough CouncilGave upVery easyEasy13
Dudley Metropolitan Borough CouncilVery easyGave upGave up-93
Gravesham Borough CouncilGave upVery easyEasy103
Great Yarmouth Borough CouncilGave upGave upGave up-123
Great Yarmouth Borough CouncilVery easyGave upDifficult-13
Harrow CouncilVery easyVery easyGave up-63
Harrow CouncilVery easyGave upGave up-93
Leeds City Council
Liverpool City CouncilGave upGave upGave up-123
Liverpool City CouncilVery easyEasyGave up23
London Borough of LewishamVery easyDifficultDifficult120
Manchester City CouncilVery easyEasyEasy113
Newcastle City CouncilGave upEasyGave up-23
Northumberland County CouncilGave upGave upGave up-123
Nottingham City CouncilEasyVery easyVery easy101
Plymouth City CouncilVery easyVery easyVery easy113
Rotherham Metropolitan Borough CouncilVery easyGave upGave up-93
Royal Borough of Kensington and ChelseaVery easyVery easyGave up-63
Scottish Borders CouncilGave upGave upGave up-125
Sheffield City CouncilGave upGave upGave up-121
Wandsworth CouncilEasyVery easyVery easy63
West Lindsey District CouncilGave upGave upGave up-125
Wokingham Borough CouncilDifficultVery easyDifficult33
Wychavon District CouncilVery easyGave upGave up-93

Specific comments made about this task

Barnsley Metropolitan Borough Council - 2014-06-30
Navigated and ended up pushed towards A-Z, so searched under 'c' for complain but was a very poor experience

Birmingham City Council - 2013-12-02
The difference between hackney and private hire is a bit blurred

Birmingham City Council - 2016-07-18
Going round the houses and I still couldn't find the page to do this on

Bracknell Forest Council - 2014-03-11
This content doesn't appear to be on the website

Bradford Council - 2014-03-11
Should be placed within the contact us section on the home page. Not very easy to get to at all, and could see why people would give up.

Bradford Council - 2014-03-11
Should be placed within the contact us section on the home page. Not very easy to get to at all, and could see why people would give up.

Bristol City Council - 2013-12-16
Typing into the internal search box in google chrome didn't work very well - took several clicks in the box before it would let me type.

Cambridgeshire County Council - 2014-02-05
I found the general complaints form quite easily, but not for the specific task.

Carlisle City Council - 2014-04-14
Doesn't have specific contact detail on the webpage which would be useful.

Cheshire East Council - 2014-10-28
I found information on how to make a formal complaint but nothing specifically on how to complain about a taxi driver. My google search term took me to Citizens Advice page 'Complain about taxis and mini cab services' which proved useful

City of Edinburgh Council - 2014-02-12
Search took me to a page which initially looked promising, but on further reading seemed to be more about objecting to an application being made for a taxi licence rather than complaining about a specific driver.

City of London - 2014-02-14
I can't find any information on the site about how to make this complaint.

Copeland Borough Council - 2014-02-12
Horriblest home page I've ever seen! Text scrolling above a fixed background image is very difficult and distracting.

Coventry City Council - 2014-02-06
The navigation result was easy but for other people, it may not be so easy so what they could do to improve it is have a separate heading or box in that same section saying 'Taxi Complaints'. However, saying this, it wasn't a problem. It was very straight forward and alomst anybody could figure this one out!

Coventry City Council - 2016-07-25
Google search took me to a site called Firmstep (which I see is the correct site) as the number one result, which I wasn't immediately sure was the correct form. I found navigating from the home page very easy because it occurred to me to use the 'Tell us' link at the top of the home page, but if I didn't know to use that or the A-Z index I think I would have probably given up.

Derbyshire County Council - 2014-02-04
3 clicks from the google results page. I had to navigate back to the public facing (rather than taxi driver facing) content (arrived on the licensing pages intially) but LH links were clear and the link to the contact us form easy to find. Didn't complete the transaction as of course I have no complaint! Came via Chromebook - kind of halfway between laptop/ipad/smartphone

Dudley Metropolitan Borough Council - 2018-02-20
I did find the Dudley Taxi Advisor page which is a really good idea - it's a shame it was quite hard to find, though. It's also not clear if anything is done with feedback left through the Advisor.

Dudley Metropolitan Borough Council - 2018-08-28
"Your search for taxi driver complaint produced no results" Google search took me to a page which looked helpful, which took me to another page which looked helpful, which took me to page one of the complete list of forms on the site.

Gravesham Borough Council - 2014-10-23
Gave up on interal A-Z index search as error on page and list failed to load. Internal search result returned a lot of irrelavent items before showing the one I needed.

Great Yarmouth Borough Council - 2014-09-04
even on the page for report it only has a section for comment complaint or compliment and the form then is asking for all kind of info tha tthe customer may not want to divulge

Leeds City Council - 2013-12-13
Couldn't find the appropriate page at all by navigation; the page search took me to was quite confusing in the amount of information it was mixing together.

Northumberland County Council - 2020-04-16
I would've assumed that complaining about a taxi driver would be under the report tab however it is not. I was unable to find a designated area on the NCC website to report a taxi driver, if the complaints for taxi drivers are through customer feedback it is not very clear.

Scottish Borders Council - 2014-03-04
It's fairly shocking I could find nothing at all about this.

Sheffield City Council - 2014-04-09
I found the taxi licencing area quite quickly and easily, but no reference to complain about a driver anywhere.

West Lindsey District Council - 2014-02-26
I was unable to find any information relating to this demand on the website.

Wokingham Borough Council - 2014-10-28
Difficult to find the section on how to complain about a texi driver. After a few searches I found this as a PDF document under Taxi licensing information My google search took me to a general complaints page on the Workingham council website