Throughout 2009, with the help of the Call Centre and you the members, I have always tried hard to keep an even playing field. With work not as busy as in previous years, it goes without saying that the monitoring consistently carried out is even more important - and it will be continued throughout 2010. I can’t stress highly enough how important it is for us all to work within the procedure rules and it is my responsibility as Compliance

When I was first asked by the Chairman to fulfil this position, in  my initial article (July 2007) I explained to you how I saw my role and how the complaints procedure works. My views are still the same; every complaint must be correctly and fairly evaluated from all sides and angles before any decision is taken. I have always been fair and open minded, but if I need to make a difficult judgment, I pride myself on making the correct one.

practically impossible not to hit traffic problems in London. But clients are often regular travellers and used to going certain routes at certain times. It can help prevent any misunderstanding if you ask them if they have a preferred route, especially if traffic congestion is at it’s worst and it is a longish trip. As you know, when tariff three is in operation, even if you are stationary in traffic the meter increases at a rapid rate and it has recently raised a number of queries of increased meter fares.

All that is left is for me to wish you and your families all a happy, prosperous and healthy New Year. 2010 has a nice ring to it, lets hope that the economic recovery starts to gain momentum and we can then carry on doing what we do best - taking our customers to and from their destinations in a safer and better way than anyone else in the business...