Our Policies
Our company policies encompass various aspects:
At ERS Chauffeurs, we believe in maintaining transparency, professionalism, and ensuring a positive experience for our clients. Our company policies are designed to outline our commitment to delivering exceptional chauffeur and executive taxi services while upholding the highest standards of integrity and customer satisfaction.
About us
ERS Chauffeurs is a private hire vehicle operator (hereafter “the Operator”, “we” or “us”) licensed by Hertsmere Borough Council (“the Council.”) In order to hold a license the Council must be satisfied that the operator is fit and proper to be licensed under the Local Government (Miscellaneous Provisions) Act 1976.
It is a requirement of our license conditions that we have a complaints policy setting out who you can complain to and how that will be dealt with by us.
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 despatch a vehicle and driver to you, with the expectation that the driver arrives on time with a clean and safe vehicle. The journey should be to your reasonable satisfaction – safe and comfortable and gets you to your destination at the expected time.
All our drivers and vehicles are licensed by Hertsmere Borough Council and the conduct of our drivers is regulated by them.
Complaint types
Complaints are split into two categories. Those that are about our service and those that are about the conduct of a driver, the operator or a member of the operator’s staff.
Service complaints are those that involve any element of the performance of our service to you that does not meet your expectations. For instance, if you consider that the vehicle was too small, the ride was uncomfortable, the price was too high or the driver was late.
Conduct complaints relate to matters where an individual behaves in a way that you consider to be unacceptable and outside the 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 or damage to you or your property.
Sometimes a complaint can fall into both categories. For instance if the driver gives you the wrong change it could be a simple mistake or an intentional act.
Who to complain to:
Complaints about our service should be made to us.
We have a designated complaints office.
You can write to them/us at:
15-17 KILN HOUSE
HIGH STREET ELSTREE
WD3 6BY
Email: info@erschauffeurs.com
Phone: 02033058233
WhatsApp: 07494067956
Complaints about the conduct of a driver (or us) should be made to Hertsmere Borough Council. You should email licensing.taxis@hertsmere.gov.uk
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 much 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 follows:
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 spilt coffee on you and you had your suit dry cleaned we would need an invoice/ receipt from you.
What we may collect
Personal data, or personal information, means any information about an individual from which that person can be identified. It does not include data where the identity has been removed (anonymous data).
We may collect, use, store and transfer different kinds of personal data about you which we have grouped together as follows:
• Identity Data includes first name, last name, username, or similar identifier. When you email, phone, live chat or otherwise, we may collect information such as your first name, last name, email address and phone number.
• Contact Data includes billing address, invoicing address, email address and telephone numbers.
• Financial Data includes bank account and payment card details.
• Transaction Data includes details about payments and other details of our Services you have purchased from us.
• Technical Data includes internet protocol (IP) address, your login data, browser type and version, time zone setting and location. browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this Website.
Informal Complaints about our service – Stage 1
Sometimes things do not go as we wish, we are all human and despite our best efforts mistakes are made. We encourage feedback in order to improve our service and you may simply want to let us know about an issue but not require any further action other than an apology.
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.
Formal Complaints about our service – Stage 2
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 your complaint
We will record all complaints made, and reference the driver or vehicle that the complaint was made about.
We will deal with 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 have a data protection policy that details how your data will be recorded and kept when a complaint is made.
We will investigate your complaint and provide a response to you. We aim to do this in within 7 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:
by apologising to you;
Providing you with some form of compensation or good will gesture;
Recompensing you for any loss, damage or suffering;
Referring the matter to the Council if necessary;
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 actions that you may have open to you.
Matters to be referred to the Council or Police
As we are regulated by the Council you may complaint to them in the first instance. However, where a complaint 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 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 complain to the Council. We will not ordinarily refer such matters on.
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 a complaint to them the Police or Council 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, licensing.taxis@hertsmere.gov.uk and explain your complaint and the reasons you remain dissatisfied. You should forward on to them all the communication you have had with us. The Council will let you know if they think the nature of your complaint is within their remit.
Alternatively you may wish to seek your own independent legal advice about the matter.
To discuss a complaint with us or contact us about our policy please contact:
Driver managers
info@erschauffeurs.com
02083058233
About this Policy
The Operator and its drivers are licensed by Hertsmere Borough Council and are conditioned to take certain steps to record, retain and return lost property. The operator provides a service of accepting bookings for private hire vehicles and facilitating drivers of private hire vehicles to fulfil such bookings. Occasionally customers may leave property behind in a private hire vehicle despatched by us. This Policy sets out the steps that we will take in order to return property to you if lost.
Lost Property
Property remains the responsibility of its individual owner and the customers are encouraged to take good care of their own belongings and not to leave them behind on a private hire vehicle. The Operator is not responsible for any property that is left behind until it is given to the Operator at its offices. The safe keeping or return of your property does not form part of any contract for a private hire vehicle formed between us and you.
Discovery of Lost Property by a Driver
Private hire drivers are conditioned by the Council to check their vehicle for lost property after the termination of each booking. If any lost property is identified it should be returned to the customer immediately where possible.
If lost property is discovered after a customer has left the vehicle and is no longer in the vicinity of the driver’s vehicle the driver may:
a) seek to return the item to the customer within 24 hours;
b) give the lost property to the Operator, no later than 24 hours after its discovery.
A driver will not retain lost property for more than 24 hours.
If the Driver seeks to return the item directly:
The driver may return the item directly to the customer if they are able to do so. For instance, by visiting the customers drop off destination. If the driver has the details to do so, he may contact the customer to make arrangements for the return of the property. The driver may leave the property with another reasonably responsible person – for instance, at the reception of the customers place of work. The driver will be responsible for this and should get a receipt if considered necessary.
Items of Value
If the item is of value, whether monetary or personal, the driver should contact the operator immediately upon discovery of the item and confirm if the driver intends to return the item directly or to give it to the operator.
Examples of an item of value are:
Mobile phone;
Wallet
Purse
Recently purchased shopping
Business folders
It is important that the driver notifies the operator as it is likely the customer will notice the missing item and will contact the operator. The operator can then make arrangements with the driver and customer of the safe return of the items. Early notification will also reduce any concern or accusation that the driver is seeking to keep the item if it is not reported missing.
If the item is not of significant value, for instance, a newspaper the driver is not obligated to inform the operator within the first 24 hours if he expects to return the item. However, the driver should not ever discard of or destroy the lost property.
Payment/ reward for return of lost property by Driver
The return of the property does not form any part of the private hire contract between the customer and the operator. No charge is payable for the return of property by the driver – it is a duty imposed on the license holder. The customer may pay the driver a reward for returning the item but the driver should not insist on this.
End of Drivers responsibility
If the driver has not returned the property to the owner within 24 hours, he or she must, within that time, give the lost property to the Operator. Once it is given to the operator, the driver is no longer responsible for its return unless there is further agreement between the operator/customer and driver.
The Operators role
When lost property is received the Operator will make a record of its receipt and keep it at its office. The record shall identify the driver providing the lost property, the journey it was in relation to, and who it was returned to (if claimed).
Valuable items
If the item is of value (monetary or personal) the operator will take reasonable steps to notify the customer that their property is held. This may be by making reasonable interrogation of the lost property (i.e. checking for address), reviewing who made the booking and the pick up/drop off locations were in relation to the booking.
If the item has an issuing authority, such as passport, bank or driving license the item will be returned to that authority within 72 hours.
If the operator cannot make contact with the owner of the property or identify who it belongs to, the Operator shall retain the item in a secure place at its offices for 14 days.
If, after this period the owner has not come forward or collected the item the operator shall deposit it at its local police station and obtain a reference number from the Police and enter this into its lost property record.
Non-Valuable Items
Perishable items (i.e. food, flowers etc.) will be kept for as long as they are in date, where the Operator has means to do so. The Operator is not obliged to refrigerate, water or otherwise maintain or care for lost property other than to hold it. The operator may however choose to do so.
Items that have date, or of use only on a particular date (such as a newspaper or lottery ticket) may be disposed of after that date. All other items will be kept for a minimum of 14 days and will then be disposed of.
Disposal of non-value items
Any item that is out of date, or has been kept for 14 or more days without being claimed, will be disposed of as the Operator sees fit, save for any item that may contain personal data, which will be securely destroyed.
Illegal Items
If the driver of a vehicle discovers an item left behind that is illegal – for instance a weapon or drugs, the driver must hand it to the Police or his operator immediately. No such item will be retained or held on to and will not be returned to its owner.
Allegations against a driver for theft of property
The operator cannot resolve complaints against a driver for any allegation that property lost has been kept (stolen) by the driver. Such allegations should be made to the Police and the Council. Before making such an allegation the property owner should be satisfied that the property was left in the vehicle with the driver.
Any driver found to have retained a valuable item without notifying the operator, taking steps to return the item or for longer than 24 hours will be disciplined by the operator and reported to the Council.
Queries regarding lost property should be made to:
(CONTACT AT OPERATOR).
02033058233
07494067956
info@erschauffeurs.com
About this Policy
ICO Registration Number: 14186022
This policy sets out how the Operator manages the personal data that it receives, predominantly from its customers. This Policy is evidence of the Operators understanding and compliance with the UK General Data Protection Regulation (GDPR) and Data Protection Act (DPA) 2018.
Processing Personal Data
Personal data is any information about a living individual that can be used on its own or with other data to identifying that person. For instance, your name, address, telephone number or email address. Processing means doing any of the following with your personal data:
Collecting, recording, organizing, storing, using retrieving, altering, erasing, and disclosing.
The Data Controller and the Information Commissioners Office
The Operator processes personal data in order to provide its service and therefore is a Data Controller required to be registered with the Information Commissioners Office (ICO). The ICO number is given above.
Why do we need your data?
We need your data in order to provide you with our service. When providing private hire vehicles to you we are required to comply with the provisions of the Local Government (Miscellaneous Provisions) Act 1976. This requires us to record the booking and the vehicle and driver dispatched. Hertsmere Borough Council licensing conditions also specify information that we must record.
The Data that we need and why?
Data is provided by you voluntarily but we need it to provide the service to you and comply with the law. This usually involves your name and contact details but further information such as the detail of onward travel arrangements such as flights or trains and return journey times, if booked, may need to be provided. This may, or may not, constitute personal data.
Your consent
By making a booking and providing your data to us you are consenting to that data being used in order to fulfil your booking and to be used in order to comply with our license conditions.
What we will not do with your data
We will not keep or use your data for the purposes of marketing or advertising our service, nor share it with any other third party, save where required by law, without your express consent. We may share your data with regulatory authorities, such as the Council and the Police, without your consent where there is an existing lawful basis to do so. For instance, if you report the occurrence of a serious crime but fail to notify the Police, we may tell them that you made an allegation in order to protect other people.
What we will do with your data
Your data will be provided to a licensed driver and vehicle dispatched by us to fulfil your booking request. The driver will be given as much detail as necessary that is needed to provide the service to you and comply with any additional requests that you have made.
As a licensed operator we are required by the Council to record certain information about a booking and retain it in our records. We may also use your data to contact you about matters in relation to your booking (for instance if we need to make a change to it).
Retention of your data
12MONTHS
This information will be kept within our records for at least 12 months as required by our license conditions but in any event, without your express consent, shall be kept no longer than
How your data will be kept secure until destroyed
Your data will be recorded in our records which are kept at our office address
15-17 KILN HOUSE
HIGHSTREET ELSTREE
ELSTREE
WD6 3BY
Your data will be retained electronically using:
GOOGLE DRIVE
OR Your data will be retained in paper records kept at the above address.
Only the Operator, its staff and agents will be able to access the data and for no other reason than to provide you with the service or to comply with license conditions.
Once we no longer need your data it will be securely destroyed as follows:
SECURE DELETION
SHREDDING
CCTV or Recording equipment in vehicles
Our drivers are self- employed and responsible for complying with the relevant legal provisions in relation to the use of CCTV or other recording equipment in a vehicle.
We also advise them not to have any CCTV recording inside the Vehicle.
Breaches of data protection
If, for any reason, there is a breach of the security of the data that is held by us we will record the breach. We shall notify you immediately if, as a result of the breach, your personal data has been accessed by, or was capable of being accessed by, any third party not authorised by the Operator. Where personal data has been compromised following any security breach, or where otherwise required to do so by law, we will notify the ICO, and the Licensing Authority (Council) immediately.
If you require further information about our data protection policy and procedures you can contact:
Joel Eragu
joel@erschauffeurs.com
About this Policy
ICO Registration Number: 14186022
This policy is to set out how the Operator manages the personal data that it receives from, and holds in relation to, individuals who drive private hire vehicles in order to fulfil the private hire bookings accepted by the operator or those who work for the Operator. This Policy is evidence of the Operators understanding and compliance with the UK General Data Protection Regulation (GDPR) and Data protection Act (DPA) 2018. .
Processing Personal Data
Personal data is any information about a living individual that can be used on its own or with other data to identing that person. For instance, your name, address, telephone number or email address.
Processing means doing any of the following with your personal data:
Collecting, recording, organizing, storing, using retrieving, altering, erasing, and disclosing.
The Data Controller and the Information Commissioners Office
The Operator processes personal data in order to provide its service and therefore is a Data Controller required to be registered with the Information Commissioners Office (ICO). The ICO number is given above.
Why do we need your data?
We need your data in order to provide you with our service and allow you to undertake private hire bookings received by us. When providing private hire services, we are required to comply with the provisions of the Local Government (Miscellaneous Provisions) Act 1976 and the licensing conditions of Hertsmere Borough Council. These require us to ensure that you are licensed and that you and your vehicle are compliant with license conditions and insured.
The Data that we need
Data is provided by you voluntarily but we need it on order to provide you with private hire work or other employment offered by the Operator and to comply with the law.
We are required to record:
Your full name, Current address; Telephone number mobile and home;
Copy of your DVLA driving license and Copy of your Hertsmere BC issued private hire driver license;
The details of the vehicle you drive: make, model, colour, registration number; MOT, Vehicle insurance certificate.
We may also need to know your identity, address and financial details to establish matters such as your employment or tax status, your right to work status or compliance with other legislation, as well as to be able to pay you or receive payment from you.
We may come to know, or be required to possess and process, personal data relating to your criminal record, driving and medical history.
Your consent
The information that we require is held by your consent. Without it we are unlikely to be able to provide you with work but you are free to withdraw your consent at any time.
What we will not do with your data
We will not keep or use your data for the purposes of marketing or advertising our service, nor share it with any other third party, save where required by law, without your express consent.
What we will do with your data
Relevant aspects of your data may be provided to a customer (such as your name, vehicle and contact number) in order to facilitate a booking. Aside from this, your data will only be kept and recorded for the purpose of complying with our legal duties and providing a service to you.
We may share your data without your consent with regulatory authorities, such as the Council and the Police, where there is an existing lawful basis to do so. For instance, if you are alleged to have committed a crime, are in breach of your licence conditions, or a complaint has been made about you which requires investigation.
This information will be kept within our records for as long as you have a bussiness or employment relationship with us and for at least 12 months after that ends.
How your data will be kept secure until destroyed
Your data will be recorded in our records which are kept at our office address
15-17 KILN HOUSE
HIGHSTREET ELSTREE
ELSTREE
WD6 3BY
Your data will be retained electronically using:
GOOGLE DRIVE
OR Your data will be retained in paper records kept at the above address.
Only the Operator, its staff and agents will be able to access the data and for no other reason than to provide you with the service or to comply with license conditions.
Once we no longer need your data it will be securely destroyed as follows:
SECURE DELETION
SHREDDING
CCTV or Recording equipment in vehicles
Our drivers are self- employed and responsible for complying with the relevant legal provisions in relation to the use of CCTV or other recording equipment in a vehicle.
We also advise them not to have any CCTV recording inside the Vehicle.
Breaches of data protection
If, for any reason, there is a breach of the security of the data that is held by us we will record the breach. We shall notify you immediately if, as a result of the breach, your personal data has been accessed by, or was capable of being accessed by, any third party not authorised by the Operator. Where personal data has been compromised following any security breach, or where otherwise required to do so by law, we will notify the ICO, and the Licensing Authority (Council) immediately.
If you require further information about our data protection policy and procedures you can contact:
Joel Eragu
joel@erschauffeurs.com
ERS CHAUFFEURS LIMITED is committed to encouraging equality, diversity and inclusion among our workforce, and eliminating unlawful discrimination.
The aim is for our workforce to be truly representative of all sections of society and our customers, and for each employee to feel respected and able to give their best.
The organization – in providing goods and/or services and/or facilities – is also committed against unlawful discrimination of customers or the public.
Our policy’s purpose
This policy’s purpose is to:
1. Provide equality, fairness and respect for all in our employment, whether temporary, part-time or full-time
2. Not unlawfully discriminate because of the Equality Act 2010 protected characteristics of:
age
disability
gender reassignment
marriage and civil partnership
pregnancy and maternity
race (including colour, nationality, and ethnic or national origin)
religion or belief
sex
sexual orientation
3. Oppose and avoid all forms of unlawful discrimination. This includes in:
pay and benefits
terms and conditions of employment
dealing with grievances and discipline
dismissal
redundancy
leave for parents
requests for flexible working
selection for employment, promotion, training or other developmental opportunities
Our commitments
The organisation commits to:
1. Encourage equality, diversity and inclusion in the workplace as they are good practice and make business sense
2. Create a working environment free of bullying, harassment, victimisation and unlawful discrimination, promoting dignity and respect for all, and where individual differences and the contributions of all staff are recognised and valued.
This commitment includes training managers and all other employees about their rights and responsibilities under the equality, diversity and inclusion policy. Responsibilities include staff conducting themselves to help the organisation provide equal opportunities in employment, and prevent bullying, harassment, victimisation and unlawful discrimination.
All staff should understand they, as well as their employer, can be held liable for acts of bullying, harassment, victimisation and unlawful discrimination, in the course of their employment, against fellow employees, customers, suppliers and the public
3. Take seriously complaints of bullying, harassment, victimisation and unlawful discrimination by fellow employees, customers, suppliers, visitors, the public and any others in the course of the organisation’s work activities.
Such acts will be dealt with as misconduct under the organisation’s grievance and/or disciplinary procedures, and appropriate action will be taken. Particularly serious complaints could amount to gross misconduct and lead to dismissal without notice.
Further, sexual harassment may amount to both an employment rights matter and a criminal matter, such as in sexual assault allegations. In addition, harassment under the Protection from Harassment Act 1997 – which is not limited to circumstances where harassment relates to a protected characteristic – is a criminal offence.
4. Make opportunities for training, development and progress available to all staff, who will be helped and encouraged to develop their full potential, so their talents and resources can be fully utilised to maximise the efficiency of the organisation.
5. Make decisions concerning staff being based on merit (apart from in any necessary and limited exemptions and exceptions allowed under the Equality Act).
6. Review employment practices and procedures when necessary to ensure fairness, and also update them and the policy to take account of changes in the law.
7. Monitor the make-up of the workforce regarding information such as age, sex, ethnic background, sexual orientation, religion or belief, and disability in encouraging equality, diversity and inclusion, and in meeting the aims and commitments set out in the equality, diversity and inclusion policy.
Monitoring will also include assessing how the equality, diversity and inclusion policy, and any supporting action plan, are working in practice, reviewing them annually, and considering and taking action to address any issues.
Agreement to follow this policy
The equality, diversity and inclusion policy is fully supported by senior management and has been agreed with trade unions and/or employee representatives.
Our disciplinary and grievance procedures
Details of the organisation’s grievance and disciplinary policies and procedures can be found on our website, erschauffeurs.com . This includes with whom an employee should raise a grievance – usually their line manager.
Use of the organisation’s grievance or disciplinary procedures does not affect an employee’s right to make a claim to an employment tribunal within three months of the alleged discrimination.