How Ratings Work
RateYourTaxi uses a transparent, evidence-based system to assess the trustworthiness of taxi and private hire operators. This page explains exactly how that works.
The Four Trust Statuses
Every company in our directory is assigned one of four statuses:
This operator has been reviewed and meets our published trust criteria. At least one positive trust flag has been applied and no substantiated concerns are on file.
This operator has reports or concerns on file that have been reviewed and approved by our editorial team. The operator has been notified.
This operator has substantiated concerns on record. This may include verified complaints, licensing issues, or other significant concerns. Exercise caution.
This operator is listed in our directory but has not yet been reviewed by our editorial team. The absence of a rating is not an endorsement or criticism.
The Trust Score
Behind each status is an internal trust score from 0 to 1,000. This score is calculated based on trust flags applied by our editorial team. It is not based directly on user reports — reports feed into our editorial review process, but only verified and approved signals affect the score.
The score starts at 500 (neutral). Positive flags add points; negative flags deduct points. Flags older than 180 days carry reduced weight. Some flags have an expiry period after which they are retired from the calculation.
What Are Trust Flags?
Trust flags are the building blocks of a rating. They are applied by our editorial team only, never automatically. Examples of positive flags include:
- Licensed operator confirmed — verified against licensing authority records
- Positive complaint resolution — confirmed handling of a reported complaint
Examples of negative flags include:
- Verified overcharging report — a fare dispute substantiated by evidence
- Aggressive driver behaviour — confirmed by at least one approved report
- Licensing concern — a public licensing issue confirmed via official sources
User Reports and Comments
Users can submit reports about any operator. All reports are moderated by our editorial team before publication. We do not publish reports automatically. Our team assesses each report for credibility and, where appropriate, seeks to verify the details.
Approved reports are published in anonymised form. Reporter email addresses and personal details are never published.
Right of Reply
Every operator listed in our directory has the right to respond to any approved report or comment. Operator responses are clearly labelled as company replies and are published alongside the original content.
Operators who believe a rating is incorrect can contact us to request a review. We will consider any evidence provided and update ratings accordingly.
Legal Basis for Ratings
RateYourTaxi publishes information about taxi operators in the public interest. All ratings are based on verified, evidence-supported assessments. We follow a strict wording policy to ensure all published content is factual and defensible.
If you believe content about your company is incorrect or unfair, please contact us. We have a formal dispute process and take all concerns seriously.