Published 7 November 2026
Quick answer: In England, Wales and Scotland, a taxi or private hire driver must not refuse you because you are disabled or use a wheelchair, and must not charge you extra. Drivers must give reasonable help and carry your wheelchair. Drivers of vehicles on the council’s wheelchair-accessible list must carry you seated in your chair. Breaking these duties is a criminal offence with a fine of up to £1,000. There are limited defences, for example where a chair cannot be carried safely.
Last checked: 7 November 2026. What we checked: Equality Act 2010 sections 164A to 170 on legislation.gov.uk, the Taxis and Private Hire Vehicles (Disabled Persons) Act 2022, the Department for Transport’s 2022 statutory guidance, the Sentencing Act 2020 and Criminal Procedure (Scotland) Act 1995 fine scales, nidirect, and a council taxi complaints page.
Who this is for: Wheelchair users and anyone who books taxis or minicabs for a disabled person.
This guide is general information, not legal advice. If you want to bring a discrimination claim, speak to Citizens Advice or a solicitor.
The short answer: when a driver can and cannot refuse
| Situation | What the law says (England, Wales and Scotland) |
|---|---|
| Driver refuses because you are disabled | Not allowed. Drivers of all taxis and private hire vehicles have duties to disabled passengers (s.164A) |
| Driver of a listed wheelchair-accessible vehicle will not let you travel seated in your chair | Not allowed, unless the chair cannot be carried safely (s.165) |
| Driver charges extra for carrying the chair or helping you | Not allowed (s.164A and s.165) |
| Private hire operator refuses your booking because of your disability | Not allowed, unless refusal was reasonable because no suitable vehicle was available (s.167A) |
| Driver refuses an assistance dog | Not allowed, unless the driver holds a medical exemption and displays the notice (s.168 to s.170) |
| Driver of a car that is not wheelchair accessible cannot fit your powerchair | May be lawful, because the driver has a defence where a wheelchair cannot be carried safely |
| Driver has a medical exemption from giving physical help | They need not lift or push, but must still carry you and must not charge extra |
What the law requires of drivers
The rules are in Part 12 of the Equality Act 2010. The Taxis and Private Hire Vehicles (Disabled Persons) Act 2022 extended them from 28 June 2022. Before 2022, the strongest duties applied only to drivers of designated wheelchair-accessible vehicles. Now there are duties on every taxi and private hire driver, plus private hire operators at the booking stage.
Every taxi and private hire driver (section 164A)
When a vehicle is hired by or for a disabled person, the driver must:
- carry the passenger
- carry any wheelchair the passenger is in or has with them
- carry any other mobility aids
- take reasonable steps to make sure the passenger travels safely and reasonably comfortably
- give reasonable mobility assistance, such as help getting in and out and loading the wheelchair, aids or luggage
- not charge extra for any of this
The driver does not have to carry more than one wheelchair per journey, unless the vehicle is of a type set in regulations.
Drivers of designated wheelchair-accessible vehicles (section 165)
Councils that license taxis must keep and publish a list of wheelchair-accessible taxis and private hire vehicles (section 167). If you hire a vehicle on that list, the driver must carry you while you stay in your wheelchair, or carry the chair if you choose to use a passenger seat. The same duties on mobility aids, safety, assistance and not charging extra apply.
The DfT guidance tells councils to judge listed vehicles against a “reference wheelchair” 700mm wide, 1200mm long and 1350mm high. It says some powered wheelchairs and mobility scooters may not fit every listed vehicle. Check your chair’s measurements against our guide to wheelchair widths and dimensions and tell the operator when you book.
Help finding the car (section 165A)
If you pre-book and tell the operator beforehand that you need help to identify or find the vehicle, the driver must take reasonable steps to help, without charging extra.
Private hire operators at the booking stage (section 167A)
A private hire operator commits an offence if it refuses your booking because of your disability, or to avoid its driver having to meet the duties above. It must not charge extra for the driver’s duties. Its only defence for refusing is that it was reasonable because it had no suitable vehicle.
Assistance dogs (sections 168 to 170)
Taxi drivers must carry an assistance dog and let it stay with you, with no extra charge. Private hire operators must not refuse a booking because of an assistance dog, and drivers must not refuse an accepted booking for that reason. Both are offences.
When a driver has a defence
The law has limits. A driver has a defence if:
- for the wheelchair duties in a listed vehicle, the vehicle met the council’s accessibility rules but the chair still could not be carried safely
- for carrying a wheelchair or mobility aid in any vehicle, it could not be done safely, or was not reasonable in all the circumstances
- for the general duties to carry you safely, they could not reasonably have known you were disabled
- for physical assistance, they could not reasonably have known you needed that kind of help
So a saloon car driver who cannot safely fit a large powerchair may have a defence. A driver who drives off because they do not want the hassle of a folding manual chair is unlikely to.
Exemption certificates for drivers
Councils must give exemption certificates to drivers who satisfy them, on medical grounds or because of their physical condition, that they cannot give mobility assistance (section 166). The DfT guidance says the evidence should be at least a GP letter, and recommends independent medical assessment.
An exemption covers physical assistance only. The guidance is clear that an exempt driver must still meet every other duty, including carrying you, not charging extra and carrying an assistance dog. The exemption only counts if the driver displays the official notice in the vehicle.
Assistance dog exemptions are separate (section 169). They are granted on medical grounds, and the driver must display the exemption notice.
What counts as reasonable help
The DfT statutory guidance gives examples of the help drivers should expect to give:
- opening the door
- folding a manual wheelchair and putting it in the boot
- setting up the boarding ramp
- securing mobility aids in the passenger area
- depending on weight and the driver’s capability, pushing a manual or light electric wheelchair up the ramp, or stowing a light electric chair
Drivers should only touch your wheelchair or aids with your permission. The guidance also says the meter should not be running while the driver carries out these duties.
What the fine is
Each of these offences is punishable on summary conviction by a fine of up to level 3 on the standard scale.
| Nation | Level 3 maximum | Source |
|---|---|---|
| England and Wales | £1,000 (offences on or after 1 October 1992) | Sentencing Act 2020, s.122 |
| Scotland | £1,000 | Criminal Procedure (Scotland) Act 1995, s.225 |
A council can also act against a driver’s licence without a prosecution. The DfT guidance says councils can consider whether a driver is still “fit and proper” and can suspend, revoke or refuse to renew a licence.
Scotland, Wales and Northern Ireland
England, Wales and Scotland: sections 164A to 170 of the Equality Act apply. The DfT statutory guidance applies to licensing authorities in all three. Appeals by drivers and owners go to a magistrates’ court in England and Wales and to a sheriff in Scotland.
Northern Ireland: these Equality Act sections do not extend to Northern Ireland. nidirect says taxi drivers must not treat disabled passengers less favourably and must make reasonable adjustments. It also says refusing an assistance dog or charging extra for it is an offence, with a fine of up to £1,000. Complaints go to the Driver and Vehicle Agency’s taxi licensing section, and the Equality Commission for Northern Ireland may be able to help with unfair treatment. The Equality Act duties set out above do not apply in Northern Ireland, so check nidirect for the current position there.
How to complain
- Write it down straight away. Note the date, time, pick-up and drop-off points, the driver’s badge number, the vehicle plate or registration, the operator’s name and anyone who saw what happened. Kirklees Council, for example, asks for all of these.
- Complain to the licensing authority. This is the council that licensed the driver, which may not be your own council. The plate or badge usually shows it. Councils investigate refusals and can prosecute, warn the driver or act on the licence. Kirklees says complaints that may go to court need witness statements.
- Complain to the operator too, if it was a booked car or app.
- Contact the police if the incident involved dangerous driving, assault or theft. Kirklees says to report these to the police first.
- Get advice on a discrimination claim. A refusal may also be unlawful discrimination you can take to court. Citizens Advice can explain your options. Court claims have time limits, so get advice promptly.
If you think a council in England handled your complaint about a driver badly, you can go to the Local Government and Social Care Ombudsman once you have finished the council’s own complaints process. Its fact sheet says it looks at whether the council followed the right procedures. It cannot overrule a properly made decision about whether to act, and you should normally complain within 12 months.
Practical tips for booking and riding
- Ask for a wheelchair-accessible vehicle (WAV) by name. Say whether you will stay in your chair, and give its width, length and weight. The DfT guidance says operators should ask every passenger at booking whether they need help.
- Find the council’s list. Councils must publish their list of designated accessible vehicles, and the guidance says it should be online and updated at least every three months. Search your council’s website for “designated wheelchair accessible vehicles”.
- Check the ramp and securing. In a WAV, ask the driver to fix the chair with the vehicle’s own wheelchair restraints and to make sure you have a seat belt. If anything feels loose or unsafe, say so before setting off. Your chair’s user manual may say whether it is suitable to sit in while travelling in a vehicle.
- Fold a manual chair if you can transfer. A folding or transit chair fits in most boots. Our comparison of transit wheelchairs checked against makers’ documents lists folded sizes and weights. For transfer tips, see how wheelchair users get into a car.
- Keep a screenshot of the booking with the time you asked for a WAV. It helps if you need to complain.
- Plan the rest of the trip. Our tips for travelling with a wheelchair cover trains, planes and hotels, and our guide to taking a mobility scooter on public transport covers buses and trains. If someone drives you, the Blue Badge scheme lets them park closer to where you are going.
What to do next
- Book a wheelchair-accessible vehicle by name and give your chair’s measurements.
- Find your council’s published list of designated accessible taxis and private hire vehicles.
- If refused or overcharged, note the badge number, plate, time and place straight away.
- Complain in writing to the council that licensed the driver, and to the operator.
- Report dangerous driving or assault to the police first.
- Ask Citizens Advice about a discrimination claim if you want compensation.
Frequently asked questions
Can a taxi charge more for a wheelchair?
No, not in England, Wales or Scotland. Since 28 June 2022, drivers of all taxis and private hire vehicles must not charge extra for carrying a wheelchair or giving help, and operators must not add a charge for these duties. The normal fare still applies. The DfT guidance says the meter should not be running while the driver helps you in or loads the chair.
Does a taxi driver have to help me into the car?
Drivers must give reasonable mobility assistance, such as helping you in and out and loading your chair. A driver with a council exemption certificate on medical grounds does not have to give physical help, but must display the exemption notice and still carry you without extra charge. If you need physical help, say so when you book.
Can a minicab firm refuse my booking because I use a wheelchair?
A private hire operator commits an offence if it refuses a booking because of your disability. Its only defence is that refusing was reasonable because it had no suitable vehicle. If an operator often says it has no accessible cars, note the dates and tell the council licensing team.
What if my powerchair is too big for the taxi?
A driver has a defence where a wheelchair cannot be carried safely, even in a listed accessible vehicle. The DfT guidance accepts that some powered chairs and scooters will not fit every listed vehicle. Give your chair’s measurements and weight when you book, and ask for a vehicle with the right ramp and floor space.
Do all black cabs have to take wheelchairs?
Only vehicles on the council’s designated list have to carry you seated in your chair, and not every taxi in every area is on it. All taxi drivers still have duties to carry disabled passengers and their folded chairs. Check the council’s published list for your area.
Who do I complain to about a taxi refusing me?
The licensing authority, which is the council that issued the driver’s licence. Give the badge number, plate, date, time and place. The council can prosecute, warn the driver or act on the licence. In Northern Ireland, nidirect says complaints go to the Driver and Vehicle Agency’s taxi licensing section.
Sources
- Equality Act 2010, section 164A – legislation.gov.uk, accessed 7 November 2026
- Equality Act 2010, section 165 – legislation.gov.uk, accessed 7 November 2026
- Equality Act 2010, section 165A – legislation.gov.uk, accessed 7 November 2026
- Equality Act 2010, section 166 – legislation.gov.uk, accessed 7 November 2026
- Equality Act 2010, section 167 – legislation.gov.uk, accessed 7 November 2026
- Equality Act 2010, section 168 – legislation.gov.uk, accessed 7 November 2026
- Equality Act 2010, section 169 – legislation.gov.uk, accessed 7 November 2026
- Equality Act 2010, section 170 – legislation.gov.uk, accessed 7 November 2026
- Taxis and Private Hire Vehicles (Disabled Persons) Act 2022 – legislation.gov.uk, accessed 7 November 2026
- Taxis and Private Hire Vehicles (Disabled Persons) Act 2022, section 4 – legislation.gov.uk, accessed 7 November 2026
- Access to taxis and private hire vehicles for disabled users – Department for Transport, GOV.UK, accessed 7 November 2026
- Sentencing Act 2020, section 122 – legislation.gov.uk, accessed 7 November 2026
- Criminal Procedure (Scotland) Act 1995, section 225 – legislation.gov.uk, accessed 7 November 2026
- Travelling by taxi with a disability – nidirect, accessed 7 November 2026
- Taxi and private hire vehicle licensing – Local Government and Social Care Ombudsman, accessed 7 November 2026
- How to complain about a taxi, private hire vehicle or its driver – Kirklees Council, accessed 7 November 2026
Published 7 November 2026
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