Lost, stolen, damaged and faulty Taxicard

What to do if your Taxicard has been lost, stolen or damaged

Lost or damaged Taxicards

We need the following details to begin the process:

  • Your name and address
  • Your date of birth
  • Your telephone number
  • Taxicard Number (if known)
  • Whether the pass is lost or damaged?
  • a lost property number from the police (if you have one) will be recorded on the database

Contact us

Please contact us on 020 7934 9791 (Option 2) with the above details to hand.

Taxicard holders who lose or damage their cards will be charged £10 for replacements.

Card holders can pay by debit or credit cards over the telephone on 020 7934 9791 (Option 2). You will need your card to hand when you phone.

By cheque

If you wish to pay by cheque or postal order (postal order for £10 incurs a £1.00 fee at point of purchase), please make your payment of £10 payable to London Councils and sent it to:

London Councils

Taxicard Department

59½ Southwark Street

London, SE1 0AL

The name and address of the Taxicard holder must be written on the reverse of the cheque or postal order and the Replacement Taxicard Reply Form must be completed and enclosed.

We no longer provide a face-to-face customer contact service for Taxicard customers, which means you will be unable to make a cash payment. Please use the alternative methods as mentioned above.

Once payment has been received and confirmed you should expect to receive your replacement Taxicard in the post in three to five working days.

London Councils and the boroughs may consider waiving the £10 charge in exceptional circumstances. If you consider that you have a valid reason why you should not be charged you should contact 020 7934 9791 (Option 2). You will be asked to provide evidence to support your request for exemption from payment.

How can I tell if my Taxicard is damaged?

If your card is cracked, split or bent then this is deemed as damage. The slightest split or bend can affect how the card works.

Protecting your Taxicard from damage

  1. Keep your card safe at all times.
  2. Keep your card in its protective wallet when not in use
  3. Take care not to bend or scratch your card or write anything on it.
  4. Be careful to keep your pass away from coins, studs and zippers as they will scratch it.
  5. Don’t keep your card in your back pocket as it will get damaged if you sit on it.

Stolen Taxicard

If your Taxicard has been stolen you will need to provide the following details:

  • Your name and address
  • Your date of birth
  • Your daytime telephone number
  • Your crime reference number

Then, please contact us on 020 7934 9791 (Option 2).

Stolen cards are replaced free of charge if a valid Crime reference Number is provided. If you are unable to provide a crime reference number the card will be processed as if it has been lost and a £10 charge will be incurred to replace the card.

We cannot offer a refund if you later obtain a crime reference number for the incident.

Faulty Taxicard

You can contact us on 020 7934 9791 to report the card has a fault, you will be asked to pay £10 and a new card will be ordered. Please return the faulty card along with a covering letter (including your telephone number) to the following address:

London Councils

Taxicard Department

59½ Southwark Street

London, SE1 0AL

Upon receipt of your faulty Taxicard, London Councils will inspect the card to confirm that it is faulty and not damaged. A refund of £10 will be given if the card is proven to be faulty rather than damaged.