General Terms
The specific terms and conditions for taxis in Hertfordshire may vary slightly between different districts or councils within the county. However, here are some general terms and conditions that typically apply to taxis and private hire vehicles in Hertfordshire:
1. Licensing: Taxis (also known as hackney carriages) and private hire vehicles must be licensed by the relevant local authority in Hertfordshire. This ensures they meet certain safety and operational standards.
2. Driver Licensing: Drivers of taxis and private hire vehicles must hold a valid driver's license issued by the licensing authority. This license requires drivers to pass background checks, medical examinations, and sometimes knowledge tests about local geography and regulations.
3. Vehicle Standards: Vehicles used as taxis or private hire vehicles must meet specific standards set by the licensing authority. These standards typically cover vehicle age, safety inspections (MOT), insurance requirements, and sometimes emission standards.
4. Fares: Hackney carriages (taxis) may have regulated fares that are displayed or available on request. Private hire vehicles usually operate on pre-agreed fares or metered fares depending on the arrangements made with the passenger.
5. Booking: Private hire vehicles must be pre-booked through a licensed private hire operator. They cannot pick up passengers who hail them on the street.
6. Cancellations and Refunds: Full refund of the booking will be made on the bookings cancelled at least 12 hours before the pick up time.
7. Driver Conduct: Drivers are expected to behave professionally and courteously towards passengers. They must also comply with relevant laws and regulations while driving.
8. Complaints: There should be a procedure for passengers to make complaints about taxi or private hire services. This may involve contacting the licensing authority directly.
9. Accessibility: Taxis are often required to be accessible to passengers with disabilities, either through specially adapted vehicles or by providing assistance.
10. Display of License: Taxis and private hire vehicles must display their license prominently, usually on the rear of the vehicle.
These terms and conditions aim to ensure the safety and comfort of passengers, as well as fair competition among taxi and private hire operators. For the most accurate and detailed information, it's advisable to check the specific guidelines provided by the local council or licensing authority in Hertfordshire where you intend to use or operate a taxi or private hire vehicle.
GDPR Policy
1. Introduction: B & H Cars of HertsLimited is committed to protecting the privacy of our customers and ensuring that their personal data is handled in accordance with the General Data ProtectionRegulation (GDPR).
2. Data Controller: The data controller for B & H Cars of Herts Limited is Mazhar Mahar 44 Winterscroft Road, Hoddesdon, Herts, EN11 8RJ, United Kingdom.
3. Personal Data We Collect: We may collect and process the following personal data:
- Name
- Contact information (phone number, email address)
- Payment information
- Booking details
- Travel history
4. Purpose of Data Processing: We process personal data for the following purposes:
- To provide taxi services
- To manage bookings and payments
- To communicate with customers
- To improve our services
5. Legal Basis for Processing: We process personal data based on:
- Consent: When you provide information to us.
- Contractual necessity: To fulfil our services as agreed.
- Legitimate interests: To ensure effective operation and improvement of our services.
6. Data Retention: We will retain personal data only for as long as necessary to fulfil the purposes for which we collected it, including for the purposes of satisfying any legal, accounting, or reporting requirements.
7. Data Security: We implement appropriate technical and organisational measures to protect personal data from unauthorised access, use, or disclosure.
8. Data SubjectRights: Under GDPR, individuals have the following rights:
- Right to access: Request a copy of your personal data
- Right to rectification: Request correction of your personal data.
- Right to erasure:Request deletion of your personal data.
- Right to restrict processing: Request that we limit the processing of your personal data.
- Right to data portability: Request transfer of your personal data to another organisation.
9. Changes to ThisPolicy: We may update this policy periodically. Any changes will be posted on our website at www.bandhcars.com
10. Contact Us: If you have any questions or concerns about our GDPR policy or your personal data, please contact us at contact@bandhcars.com.
Complaints Policy
About us B&H Taxi Service is a private hire vehicle operator (hereafter “the Operator”, “we” or “us”) licensed by Broxbourne Borough Council. In order to obtain an operator’s license, the Council must be satisfied that the operator is fit and proper to be licensed under the Local Government (Miscellaneous Provisions) Act 1976.
In line with our Hackney Carriage and Private Hiring Licensing Policy adopted in July 2022, it is a requirement of our license conditions, and the Operator has a complain policy in place setting out who to complain to and how that will be dealt by us.
We aim to provide a high-quality service for our clients and this policy covers customers of our business and members of the public affected by our business.
Our relationship with you, our customer: Upon the acceptance of your booking for a private hire vehicle a contract of service is formed between us, the Operator and you, the customer. This contract is, unless stated or agreed otherwise, governed by law of England and Wales and falls within the protections set out in the Consumer Rights Act 2015.
When we accept your booking we will provide you with a licensed private hire vehicle and driver and meet any extra requirements that you may have requested and we have agreed to. We will allocate and dispatch a vehicle and driver to you, with the expectation that the driver arrives on the time with a clean and safe vehicle. The journey should be you reasonable satisfaction - safe and comfortable and gets you to your destination at the expected time.
All our drivers and vehicles are licensed by Broxbourne Borough Council and the conduct of our drivers is regulated by them.
- Types of complaints: Complaints are split into two categories. Those about our service and those that are about the conduct of a driver or the operator.
- Service Complaints: These complaints are about the performance of our service to you, which did not meet your expectations. For instance, if you experienced issue with a vehicle (i.e. vehicle was too small or damaged), the ride was uncomfortable, the price was too high or the driver was late.
- Conduct Complaints: These are complaints which relate to the behaviour of the individual which you consider to be unacceptable and outside of remit of poor service. For instance, if a driver says something offensive to you, tries to overcharge you, discriminates against you or intentionally causes harm. Sometimes a complaint can fall into both categories. For instance if the driver gives you the change it could be a simple mistaken or an intentional act.
Who to complain to: Complains about are service should be made to us by telephone or in writing. You can write to them/us at:
44 Winterscroft Road, Hoddesdon, EN11 8RJ
Email: mazmahar@bandhcars.com
Call: 01992 924614
Complaints about the conduct of a driver (or us) should be made to ourselves/ Broxbourne Borough Council. You should email taxi@broxbourne.gov.uk to submit your complaint.
Information we need: The information that we need will depend on the nature of your complaint but as a general rule, we will need you to provide as such information as possible, and to do so as soon as possible after the incident.
For example, the type of information we may need is as follow:
- The pick-up/drop off locations and the time of each
- The vehicle make, colour, reg. Number and plate number
- Description of driver and badge number
- Description of what happened
- Details of any witnesses
- Details of any loss or damages incurred by you - for instance, if a driver spilled coffee on you and you had your suit dry cleaned we would need an invoice/ receipt from you.
Complaints about our service: All complaints about our service will be treated informally in the first instance. We will look into the matter and investigate in order to continually improve our service. You will be advised of this, and that if you wish to make a formal complaint you may do so in writing.
If you are not satisfied with our initial response or if we consider the matter to be serious we will advise you to submit a formal complaint in writing by email or post.
Actions that we take when receiving you complaint: We will record all complaints made, and reference the driver or vehicle that the complaint was made about.
We will deal your complaint, so far as we are able, in the strictest confidence. However, it is likely that it will relate in part to a driver or vehicle and some details may need to be shared with the driver in order to investigate the matter. We shall only share as much detail with the driver as necessary. We will record and hold data in line with GDPR regulations when a complaint is made.
We will investigate your complaint and provide a response to you. We aim to do this in 10 working days. A response will be provided to you in writing.
If we uphold your complaint we will seek to address it in a number of ways:
1) By apologising to you;
2) Providing you with some form of compensation or good will gesture;
3) Recompensing you for any loss, damage or suffering;
4) Referring the matter to the Council if necessary;
5) Referring the matter to the Police if necessary;
If we do not agree with your complaint we will inform you and refer you to this document of other action that you may have open to.
Matters to be referred to the Council or Police: As we are regulated by the Council you may complain to them in the first instance. However, where a complain relates to service the Council will not normally investigate and will refer to us. We ask that customers do not complain to the council about the service we provide without first giving us the option to address your matter.
Some matters we cannot resolve, and whilst we welcome you letting us know, it is important that you let the appropriate authorities know. Due to data protection issues we cannot complain to them on your behalf.
If you allege that a crime has been occurred you must report it to the Police. If you are unhappy with the conduct of a driver or an individual working for the operator you should submit your complaint to the Operator.
As part of our licence conditions, the operator shall immediately notify the council in writing of any complaint concerning the standard of any vehicle or a complaint against the driver.
We will, however, refer to the police and council where an allegation is made that a criminal offence of a violent, sexual or dishonest nature is alleged. We will not pass on your details and request that you make the complaint to them. However, if you do not make complaint to them the Police orCouncil may request your details under the exemptions of the Data Protection Act.
If you are not satisfied with our response: If you are not happy with our response you can email the Council, taxi@broxbourne.gov.uk and explain your complaint and the reasons you remained dissatisfied. You should forward on to them all the communication you have had with us. TheCouncil will let you know if they think the nature of your complaint is within their remit. Alternatively, you may wish to seek your on independent legal advice about the matter. To discuss a complaint with us or contact us about our policy please contact : Mr Mazhar Mahar 44 Winterscroft Road, Hoddesdon, EN11 8RJ mazmahar@bandhcars.com | 01992924614.
Safeguarding and Health and Safety Policy
1. Introduction
B & H Cars of Herts Limited, trading as B & H Taxi Service, is committed to ensuring the safety, welfare, and protection of all individuals who interact with our services, including passengers, drivers, and staff. This policy outlines our approach to safeguarding vulnerable individuals and maintaining a safe working environment for everyone.
2. Safeguarding Policy
2.1. Purpose
The purpose of this safeguarding policy is to protect children, young people, and vulnerable adults who use our taxi services or come into contact with our drivers or staff. We aim to ensure that all individuals are treated with respect and that their welfare is protected.
2.2. Scope
This policy applies to all employees, self-employed drivers, and contractors ofB & H Taxi Service. It covers the handling of vulnerable passengers and outlines the measures in place to prevent harm, abuse, or neglect.
2.3. Definitions
Child/Young Person: Any individual under the age of 18.
Vulnerable Adult: A person aged 18 or over who may need care services due to disability, age, or illness and who may be unable to protect themselves from harm or exploitation.
2.4. Responsibilities
All Staff: Must be aware of the safeguarding policies and procedures and report any concerns regarding the safety or welfare of passengers.
Drivers: Have a particular duty to ensure the safety of vulnerable passengers and to report any safeguarding concerns to their supervisor or designated safeguarding officer.
Designated Safeguarding Officer (DSO): The DSO is responsible for ensuring that all safeguarding concerns are dealt with appropriately and that any incidents are escalated to the relevant authorities where necessary.
2.5. Safeguarding Procedures
Identification of Vulnerable Passengers: Drivers should be alert to vulnerable individuals, such as children traveling alone, elderly passengers, or individuals with disabilities.
Reporting Concerns: Any concerns regarding the welfare or safety of passengers should be reported to the DSO. In cases where there is immediate danger, the police or appropriate authorities should be contacted directly.
Training: All employees and drivers will receive training on safeguarding issues, including identifying signs of abuse and handling safeguarding incidents.
Code of Conduct: Staff must treat all passengers with dignity and respect.Drivers should avoid any inappropriate contact or behavior towards passengers.
3. Health and Safety Policy
3.1. Purpose
The purpose of this health and safety policy is to ensure that B & H Taxi Service provides a safe working environment for its employees, drivers, and passengers. We are committed to complying with all relevant health and safety legislation and regulations.
3.2. Responsibilities
Management: It is the responsibility of management to ensure that the workplace and taxi vehicles meet all health and safety standards.
Drivers: Drivers must ensure that their vehicles are safe, roadworthy, and regularly maintained. They are also responsible for ensuring that passengers adhere to safety regulations, such as seatbelt use.
Employees: All staff must follow the company’s health and safety procedures and report any hazards or concerns to their supervisor.
3.3. Risk Assessment
We will conduct regular risk assessments of the workplace and the vehicles used in our service. This includes:
Ensuring that vehicles are serviced regularly and are equipped with safety features.
Assessing the risks associated with transporting vulnerable individuals or those with special needs. Addressing any risks related to manual handling, slips, trips, or falls.
3.4. Vehicle Safety
Vehicle Maintenance: All vehicles will be inspected and serviced according to manufacturer recommendations. Drivers must carry out daily safety checks on their vehicles, including checking tires, brakes, and lights.
Seatbelts: All passengers must wear seatbelts, and drivers should ensure that passengers are safely seated and that child seats or boosters are used when necessary.
3.5. Driver Health and Safety
Fatigue Management: Drivers are encouraged to take regular breaks and manage their working hours to avoid fatigue, which can lead to accidents.
Driver Health: Drivers must inform the company of any medical conditions that could impair their ability to drive safely. Regular health checks are recommended for drivers.
3.6. Emergency Procedures
In case of accidents or emergencies, drivers must:
- Stop the vehicle safely.
- Assist passengers in evacuating the vehicle if necessary.
- Contact emergency services immediately if required.
- Report the incident to the company as soon as possible.
4. Training
All staff and drivers will receive training on safeguarding, health and safety policies, and procedures. Refresher training will be provided annually or as needed to ensure all employees remain up to date with regulations.
5. Reporting and Monitoring
Incident Reporting: Any accidents, safeguarding concerns, or health and safety issues must be reported immediately using the company’s incident reporting procedure.
Monitoring: Regular audits and checks will be conducted to ensure compliance with safeguarding and health and safety policies.
This policy will be reviewed annually or in response to changes in legislation, best practices, or company procedures to ensure it remains relevant and effective.
Signed: Mazhar Mahar
Director
Date: 19.09.2024
