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Report A Transport Access Problem. It’s free and easy!

Welcome to DTACS

The Travel Access Complaints Service for Disabled People

We know that making a complaint is difficult. We know that many disabled people have given up on making complaints because they feel nothing is done. We also know that many people don’t want to have to go to court to fight access issues.

DTACS can help you with these problems.

If you or anyone you know who is disabled has had a problem accessing or travelling on a bus, in a taxi or a minicab anywhere in England and Wales, we can help.

We can help you make sure your complaint is:

  • Reported to the correct organisation
  • Investigated thoroughly
  • Answered by those responsible for making improvements
Man in wheelchair representing disabled access.

Report A Transport Access Problem

We want to hear the accessibility problem you or anyone you know have encountered while using any of these types of transport:
Taxi, Minicab, Bus, Community Transport (Dial–a-ride etc).
Don't worry if you only have a small amount of information - just a few simple facts like the date, time and journey route could be enough to track down an offender.

Report now

What Do We Do?

We have a 2 stage process to make things as easy and stress free as possible

Stage 1

Stage 1 services are free. There is no obligation on you to use stage 2 services.

We will help by:

  • Listening to you when you tell us what happened
  • Giving you clear information about the choices you have to try to solve the problem
  • If you agree, we will use the information you provide to build a picture of which services are failing disabled travellers
Stage 2

Stage 2 services may cost money depending on what you would like us to do.

There is no obligation on you to use stage 2 services. We will always discuss prices in advance and will never charge you any money without agreeing a contract beforehand.

If you decide you would like our help in investigating the complaint, we can:

  • Help you to report the problem to the police, the council or the company responsible.
  • Help you to put together the information needed to support your claim, for example, by helping you to collect evidence and write a witness statement. (Have a look at our online course ‘Introduction to Gathering and Presenting Evidence’ to learn how to do this yourself)
  • Support you through the investigation, giving advice and assistance until you are happy that the problem has been dealt with correctly and to your satisfaction.
  • Provide details of trusted law firms who can take your case further if you want to do this.

"I find it so hard to book a journey in a taxi or minicab because I have an assistance dog. Some drivers are great but others drive off without even telling me they are going and the companies often just makes excuses. They send another car but by then I've been waiting for ages. DTACS provided information that meant I could be confident in booking a journey knowing they would support me if I had any problems."

Kevin Tailour

Plymouth, Devon

"My dad is a wheelchair user. DTACS helped us to make a complaint to the local council when he was over-charged in a taxi. Without their specialist knowledge it would have been much harder and it may not have ended up being dealt with so quickly."

Amanda Harris

Ipswich, Suffolk

"I was fed up of bus drivers ignoring me at the bus stop or ignoring me when I pressed the button to stop the bus. DTACS helped me to understand that drivers are responsible for their actions and that if I reported a few simple facts, they could help to make sure the bus company took the complaint seriously."

Bill Creyonus

Camden, London

"As the owner of a small private hire company, I was worried that dealing with producing policies and procedures to make sure my drivers were doing the right thing would be complicated. DTACS took all the stress away by working with me to provide all the training and paperwork we need to provide an accessible service. Now I can advertise my business confident that I can help everybody who needs to book a journey,"

Tony Stevens

Oxford, Oxfordshire

Latest News

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