Section 5: Driver behaviour
1,173 words · checked 2026-10-03 · Pro
Section 5 of the handbook is about how TfL expects you to behave towards passengers and other road users. It covers complaints, unacceptable behaviour, getting into the back of the vehicle, helping an ill passenger and unacceptable sexual behaviour. The same standards apply to London taxi drivers, whose handbook has a matching section on customer service and driver behaviour.
Why behaviour matters
Every time a passenger gets into your vehicle they should receive a high-quality, professional service. The way you speak and act decides whether the passenger feels safe and at ease. TfL can take action against your licence, and the police can take action under criminal law, when a driver behaves badly.
Key fact: TfL expects a professional and safe service on every journey. Poor behaviour can lead to suspension or revocation of your licence.
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