Here it is: Your complaint has been investigated which involved providing the driver with a copy of your complaint (data protected, no personal details given) for comment. The only sanctions available to us are to issue a warning or to suspend or revoke the driver?s licence. As you can appreciate the loss of a licence deprives a self-employed individual of the ability to work at their chosen profession and could be seen as disproportionate in respect of a single lapse in the standard of service provided. Nevertheless, complaints are recorded on driver?s files and if a pattern of complaints and poor behaviour emerges, a driver?s continued fitness to remain licensed is reviewed. If on the balance of probabilities, the Licensing Authority feels that the driver?s conduct is not satisfactory his licence may be suspended or revoked. The details of this letter together with yours has been noted and placed on file. The driver?s future behaviour will be monitored closely to ensure that this was an isolated incident and not a regular feature of his work. I am sorry that you should have had cause for complaint, and thank you for bringing the matter to our attention, as it is only with the public?s help that we can address passenger concerns and raise standards within the licensed taxi trade. I really do hate complaining about things, but as I have said many times before I have often been coming home by myself late at night and refused a fare. It angers me to think that in these circumstances individuals (particularly women) will resort to unlicenced cabs.