Table of Contents
1. INTRODUCTION
2. DRIVER LICENSING REQUIREMENTS
Drivers must at all times:
- Hold a valid Private Hire Driver Licence issued by the relevant licensing authority.
- Hold a valid DVLA driving licence.
- Maintain the legal right to work in the United Kingdom.
- Notify the Company immediately of any licence suspension, revocation, endorsement, prosecution, arrest, conviction, caution, or regulatory investigation.
- Provide updated documents upon request.
Failure to maintain valid licensing may result in immediate suspension from the platform.
3. VEHICLE REQUIREMENTS
Drivers must ensure their vehicle:
- Holds a valid Private Hire Vehicle Licence.
- Is roadworthy and maintained in accordance with legal requirements.
- Has valid insurance covering private hire use.
- Has a valid MOT certificate where applicable.
- Is kept clean, safe, and presentable at all times.
- Displays all required licensing plates and signage.
The Company reserves the right to inspect vehicles at any time.
4. PROFESSIONAL STANDARDS
Drivers are expected to:
- Act professionally and courteously at all times.
- Treat all passengers with dignity and respect.
- Maintain high standards of personal hygiene.
- Wear clean and appropriate clothing.
- Refrain from discriminatory, abusive, offensive, or threatening behaviour.
- Protect the reputation of 333 CARS LTD.
Drivers must not engage in arguments with passengers.
5. SAFEGUARDING RESPONSIBILITIES
Drivers have a duty to safeguard children and vulnerable adults.
Drivers must:
- Complete safeguarding training if required.
- Report safeguarding concerns immediately.
- Follow local authority safeguarding procedures.
- Never exploit, abuse, or take advantage of vulnerable passengers.
Any safeguarding breach may result in immediate removal from the Company and referral to relevant authorities.
6. BOOKING AND DISPATCH RULES
Drivers shall:
- Only undertake bookings allocated through approved Company systems.
- Follow dispatch instructions accurately.
- Attend bookings promptly.
- Notify dispatch immediately of delays or issues.
- Not solicit passengers outside the booking system.
Drivers must not undertake private hire journeys without a valid booking.’
7. PASSENGER SERVICE STANDARDS
Drivers must:
- Be polite and respectful.
- Assist passengers where reasonably required.
- Confirm passenger identity before commencing the journey.
- Follow the agreed route unless instructed otherwise by the passenger.
- Ensure passengers wear seat belts where required.
Drivers must not:
- Smoke or vape in the vehicle.
- Use inappropriate language.
- Play offensive music or media.
- Harass passengers.
8. MOBILE PHONE USE
Drivers must comply with all road traffic laws.
Drivers must not:
- Hold or use a mobile phone whilst driving.
- Send messages while driving.
- Use handheld devices while the vehicle is moving.
Hands-free equipment may only be used where lawful and safe.
9. ALCOHOL, DRUGS AND MEDICATION
Drivers must:
- Never work under the influence of alcohol or illegal drugs.
- Notify the Company if prescribed medication may impair driving ability.
- Submit to any lawful testing required by the Company or licensing authority.
Zero tolerance applies to alcohol and drug misuse.
10. HEALTH AND FITNESS
Drivers are responsible for ensuring they are medically fit to drive.
Drivers must notify the Company immediately if they develop any condition that may affect their ability to drive safely.
11. COMPLAINTS AND CUSTOMER FEEDBACK
All complaints will be investigated.
Drivers must:
- Cooperate fully with investigations.
- Provide statements when requested.
- Comply with any remedial action required.
Repeated complaints may lead to disciplinary action.
12. DATA PROTECTION AND CONFIDENTIALITY
Drivers must comply with UK GDPR and data protection legislation.
Drivers must not:
- Share passenger information.
- Store passenger details unnecessarily.
- Use passenger information for personal purposes.
- Contact passengers outside authorised booking systems.
Confidential information obtained through work must remain confidential.
13. CCTV AND RECORDING DEVICES
Where CCTV is installed:
- Drivers must comply with licensing conditions.
- Recordings must not be accessed or shared without authority.
- CCTV data must be handled lawfully.
Unauthorised recording of passengers is prohibited.
14. LOST PROPERTY
Drivers must:
- Check vehicles regularly for lost property.
- Report found items to the Company promptly.
- Follow Company procedures regarding storage and return.
Drivers must not retain passenger property.
15. ACCIDENTS AND INCIDENTS
Drivers must immediately report:
- Road traffic collisions.
- Vehicle damage.
- Passenger injuries.
- Criminal incidents.
- Complaints involving safety concerns.
Drivers must cooperate with investigations and insurance processes.
16. EQUALITY AND DIVERSITY
333 CARS LTD operates a zero-tolerance policy towards discrimination.
Drivers must not discriminate on the basis of:
- Race
- Ethnicity
- Nationality
- Religion
- Disability
- Sex
- Sexual orientation
- Gender reassignment
- Age
- Marital status
All passengers must be treated fairly and respectfully.
17. ASSISTANCE DOGS
Drivers must carry registered assistance dogs where required by law.
Drivers must not refuse bookings involving assistance dogs unless a valid exemption certificate has been issued by the relevant authority.
Failure to comply may constitute a criminal offence.
18. DISCIPLINARY PROCEDURE
The Company may investigate breaches of policy.
Possible actions include:
- Verbal warning
- Written warning
- Suspension
- Removal from dispatch system
- Termination of association
- Referral to licensing authority
Serious misconduct may result in immediate suspension.
19. SERIOUS MISCONDUCT
Examples include:
- Driving under the influence
- Violence or threats
- Fraud
- Theft
- Safeguarding breaches
- Illegal plying for hire
- Discrimination
- Serious driving offences
- Falsification of documents
- Unauthorised passenger solicitation
Serious misconduct may result in immediate termination.
20. COMPANY FEES AND CHARGES
Drivers agree to pay all agreed:
- Commission fees
- Rental charges
- Equipment charges
- Administration fees
- Any authorised deductions
The Company reserves the right to amend fees with reasonable notice.
21. TERMINATION OF ASSOCIATION
Either party may terminate the working relationship by providing reasonable notice unless immediate termination is justified due to misconduct, licensing issues, or safety concerns.
Upon termination, drivers must return all Company property immediately.
22. AMENDMENTS
333 CARS LTD reserves the right to amend this handbook and associated policies at any time.
Updated versions shall be communicated to drivers and become effective upon notification.