RM MINICAB LTD
Driver Standards Policy
1. Policy Statement
RM Minicab Ltd is committed to maintaining the highest standards of professionalism, safety and customer service. All drivers must comply with TfL licensing requirements, company policies and UK legislation.
2. Purpose
To maintain professional driver standards, protect passengers, ensure legal compliance and provide a high-quality private hire service.
3. Scope
Applies to all drivers undertaking bookings through RM Minicab Ltd.
4. Driver Licensing
Drivers must hold a valid TfL Private Hire Driver Licence, valid DVLA Driving Licence and immediately notify the operator of any changes affecting their licence or eligibility.
5. Professional Conduct
Drivers must be courteous, respectful, professionally dressed, maintain confidentiality and never work under the influence of alcohol or drugs.
6. Vehicle Standards
Vehicles must be clean, roadworthy, licensed, insured and inspected daily before accepting bookings.
7. Customer Service
Drivers must arrive promptly, verify the passenger, assist where appropriate and provide a safe and courteous service.
8. Passenger Waiting Time
Drivers are expected to arrive on time for every booking.
8.1 The driver must inform the operator that they have arrived.
8.2 The driver should attempt to contact the passenger through the operator or approved communication method.
8.3 Unless alternative instructions are received, the driver should wait for up to 30 minutes from the booked collection time.
8.4 After 30 minutes, if the passenger has not arrived and no communication has been received, the driver may leave the location with the operator’s authorisation.
8.5 The operator will record the booking as a ‘No Show’ where appropriate and apply the company’s cancellation policy.
8.6 Any exception (for example, airport collections, vulnerable passengers or pre-arranged waiting periods) must be authorised by the operator.
9. Fatigue Management
9.1 Drivers must ensure they are fit to drive before accepting bookings.
9.2 Drivers must take regular rest breaks during long shifts.
9.3 Drivers must not continue working if tired or unwell.
9.4 Drivers must immediately notify the operator if fatigue may affect safe driving.
9.5 The operator may suspend or decline further bookings where there are concerns about driver fatigue.
10. Equality and Respect
10.1 All passengers must be treated fairly, courteously and with dignity.
10.2 Drivers must not discriminate on the grounds of age, disability, race, religion or belief, sex, sexual orientation, gender reassignment, pregnancy or maternity, or marriage and civil partnership.
10.3 Drivers must provide reasonable assistance to disabled passengers in accordance with the Equality Act 2010.
10.4 Harassment, bullying, abusive language and discrimination will not be tolerated.
11. Compliance
11.1 Drivers must comply with all TfL licence conditions, company policies and applicable UK legislation.
11.2 Any breach of this policy may result in investigation, retraining, suspension or termination of the Driver Agreement.
11.3 Serious incidents may be reported to Transport for London or other relevant authorities where required by law.
12. Review
This policy will be reviewed annually or sooner if required by changes to legislation or TfL guidance.
Company: RM Minicab Ltd
Address: Jhumat House, 160 London Road, Barking, England, IG11 8BB
Telephone: +44 20 4569 1106
Document No: RM-DS-001
Version: 1.0
Effective Date: 01 August 2026
Review Date: 01 August 2027
Approved By: Director