Regulation 14 Record of complaints
An operator shall keep at each operating centre specified in his licence a record containing—
the particulars set out in paragraph (2) of any complaint made in respect of a private hire booking accepted by him at that centre; and
the particulars set out in paragraph (2)(d), (e), and (f) of any other complaint made in respect of his undertaking as an operator at that centre.
In relation to each complaint the particulars referred to in paragraph (1) are—
the date of the related booking;
the name of the driver who carried out the booking;
the registration mark of the vehicle used;
the name of the complainant and any address, telephone number or other contact details provided by him;
the nature of the complaint, and
details of any investigation carried out and subsequent action taken as a result.