Call : +44 7539 372292 Email : support@msprestigecars.co.uk Address : 80 Greenfield Road Farnham GU9 8TQ

MS Prestige Cars Ltd Policy Document

Our policy structure emphasizes clarity, professionalism, and compliance with UK regulations. This policy document outlines the principles, guidelines, and procedures governing the operations of MS Prestige Cars Ltd, ensuring high standards of service, safety, compliance, and customer satisfaction.

The Policy

1. Customer Care Policy

1.1 Overview: We are dedicated to providing exceptional customer care that prioritizes passenger comfort, safety, and satisfaction.

1.2 Service Standards:

Policy: Our service standards are designed to ensure a high-quality, safe, and comfortable journey for passengers.

Procedure:

  • Drivers and staff must complete training on customer service standards.
  • Marketing materials and our website will communicate our service commitment.
  • Staff must interact with passengers professionally, respectfully, and courteously.

1.3 Staff Expectations:

Policy: All staff members, including drivers and non-driving employees, must adhere to the company's code of conduct.

Procedure:

  • Regular training sessions will emphasize customer care standards.
  • Staff will proactively engage with passengers to address their needs and concerns.

2. Staff Training Policy

2.1 Training Requirements:

Policy: All employees must complete training tailored to their roles, ensuring they are equipped to perform effectively and safely.

Procedure:

  • Develop specific training plans for each role.
  • Include onboarding and ongoing training programs.
  • Maintain records of training sessions, including dates, topics, and trainer details.

2.2 Training Records:

Policy: Records of all training activities must be kept for at least three years to ensure compliance.

Procedure:

  • Use a centralized database for storing training records.
  • Update records with new training or refresher courses.
  • Periodically review records to address skill gaps.

3. Safeguarding Awareness Policy

3.1 Safeguarding Training:

Policy: All staff interacting with customers must complete safeguarding awareness training.

Procedure:

  • Enroll staff in accredited safeguarding courses.
  • Schedule refresher courses every three years.
  • Ensure new staff complete safeguarding training during onboarding.

4. Suitability of Non-Licensed Staff

4.1 DBS Checks ( *applicable as per Local Council’s requirement ):

Policy: Non-licensed staff with access to sensitive information must undergo DBS checks.

Procedure:

  • Conduct DBS checks during hiring.
  • Store results securely and evaluate staff suitability.
  • Retain records for at least six months post-employment.

5. Shift and Fatigue Management Policy

5.1 Driver Hours Management

Policy: Measures are in place to prevent driver fatigue and promote safe operations.

Procedure:

  • Define maximum consecutive driving hours and mandatory rest breaks.
  • Use scheduling software to monitor compliance.
  • Train drivers to recognize and manage fatigue.

5.1a Working Hours:

  • The maximum continuous working hours for employees will be 8 hours and 30 minutes, which includes a 30-minute break. The shift in charge will be responsible for monitoring compliance with this policy.

6. Complaints Policy

6.1 Complaint Handling

Policy: We value customer feedback and resolve complaints promptly and effectively.

Procedure:

  • Provide dedicated communication channels for complaints (email, phone, etc.).
  • Train staff on complaint handling and escalation.
  • Log all complaints, including actions and resolution status.

6.2 Complaint Records

Policy: Maintain detailed records to monitor service quality and compliance.

Procedure:

  • Organize complaint records by type and date in a secure database.
  • Regularly analyze data to identify trends and improvements.

7. Lost Property Policy

7.1 Lost Property Handling

Policy: Procedures are in place to assist passengers in recovering lost items.

Procedure:

  • Drivers must check vehicles for left items after each trip
  • Any lost property will be reported immediately to the shift in charge. The item will be securely stored in the main office for at least six months until it is claimed by the rightful owner. (Track and record will be maintained systematically)

8. Safeguarding Concerns Policy

8.1 Reporting Safeguarding Concerns

Policy: All staff must report safeguarding concerns promptly and appropriately.

Procedure:

  • In the event of an emergency, the matter will be promptly reported to the shift in charge, who will assess the situation and take appropriate action as necessary. Provide clear guidelines on identifying safeguarding concerns.
  • Use a confidential reporting system for concerns.
  • Assign designated personnel to investigate and address concerns.

9. Equality and Disability Accommodation Policy

9.1 Compliance with Equality Act

Policy: We are committed to equal opportunities and accessibility for all.

Procedure:

  • Train staff to accommodate passengers with disabilities.
  • Develop non-discrimination policies and update them regularly.
  • Provide reasonable accommodations as required by law.

10. Financial Responsibility

10.1 Fare Transparency

Policy: All fares will be charged per the company’s published pricing policy and regulatory guidelines.

Procedure:

  • Fares are calculated through an application and clearly communicated to customers before the ride begins to ensure transparency and trust

11. Compliance and Non-Compliance Consequences

11.1 Legal Compliance

Policy: All operations will adhere to legal and regulatory requirements.

Procedure:

  • Monitor changes in local laws and implement necessary adjustments.
  • Train employees to comply with company and legal standards.

11.2 Disciplinary Measures

Policy: Non-compliance with policies may result in disciplinary action.

Procedure:

  • Investigate breaches of policy thoroughly.
  • Apply appropriate disciplinary measures, including termination, if necessary.

12. Dealing with Children and Vulnerable Passengers

Recognizing the importance of passenger safety and the unique needs of children and vulnerable individuals, our Company adopts these key measures:

12.1 Professional Conduct:

  • Drivers must maintain a professional and strictly non-personal relationship with children and vulnerable adults. Actions such as physical contact, personal remarks, or social interaction outside the journey are strictly prohibited to prevent misunderstandings.

12.2 Safeguarding Responsibilities:

  • Any safeguarding concerns raised by passengers must be reported promptly in line with company policy. Confidentiality must be maintained, but promises of secrecy should be avoided.

12.3 Passenger Support:

  • Drivers may assist passengers requiring physical help (e.g., with seat belts or entering/exiting vehicles), ensuring they seek consent before doing so.

12.4 Behavior Management:

  • Incidents of challenging behavior or safety concerns during a journey should be reported to the company immediately for guidance and support.

12.5 Emergency Protocols:

  • Drivers are trained to prioritize the safety of children and vulnerable passengers during emergencies and avoid leaving them unattended.



If a driver encounters any concerns or queries, they must first raise these issues with their employer. Should further guidance be necessary, the driver or employer must contact the relevant Transport Officer at the Council to ensure appropriate resolution.

  • School Transport and Children’s Services Social Care: 01962 846924
  • Community Transport and Taxishares: 01962 846785
  • Adult Services Transport Team: 01962 845184

These guidelines ensure MS Prestige Cars Ltd prioritizes the well-being, comfort, and safety of all passengers while adhering to safeguarding best practices.

This policy document reflects our commitment to delivering high-quality, safe, and compliant taxi services