While everyone welcomes the reduced waiting times that are a consequence in the increase in the number of licence holders – from 3,000 to more than 10,000 in less than three years – I am concerned at the staggering increase in the number of complaints about the industry, over 200 already this year. When it is considered that the phone lines in the complaints office are often not working one wonders what the real figure is. These complaints often relate to the condition of vehicles and one in five relates to the behaviour of abusive and inconsiderate drivers. Another worrying element is the widespread suspicion of over-charging. It constitutes around 40% of all complaints. This is an issue I hope the new regulator will examine closely.