Drivers's Handbook

Effective Date: 12 August 2026

Review Date: 12 August 2027

1. WELCOME TO iDRIV

Welcome to iDriv Ltd.

Our objective is to provide passengers with a safe, reliable, professional and customer focused private-hire service.

Every driver represents iDriv whenever they are carrying out an iDriv booking.

The way you drive, communicate with passengers, maintain your vehicle and respond to problems directly affects the reputation of the company.

We therefore expect every driver to demonstrate:

• Professionalism;
• Courtesy;
• Reliability;
• Safe driving;
• Respect;
• Honesty;
• Integrity;
• Confidentiality;
• Safeguarding awareness;
• Equality and inclusion;
• Responsibility.

Our passengers should feel safe and respected throughout every journey.

2. PURPOSE OF THIS HANDBOOK

This handbook establishes the standards expected of drivers working for or undertaking bookings on behalf of iDriv.

It provides guidance on:

• Driver responsibilities;
• Passenger safety;
• Safeguarding;
• Professional conduct;
• Vehicle standards;
• Road safety;
• Customer service;
• Data protection;
• Incident reporting;
• Emergency procedures;
• Licensing compliance.

This handbook does not replace any law, licensing condition, insurance requirement or contractual obligation.

Drivers must comply with the requirements of the licensing authority that issued their licence and any other applicable legal requirements.

3. DRIVER RESPONSIBILITIES

Every iDriv driver is responsible for:

1. Maintaining a valid driver's licence.
2. Maintaining any required private-hire licence.
3. Ensuring the vehicle is appropriately licensed and insured.
4. Completing required vehicle checks.
5. Driving safely and legally.
6. Treating passengers respectfully.
7. Protecting passenger confidentiality.
8. Reporting safeguarding concerns.
9. Reporting accidents and incidents.
10. Reporting changes to licensing status.
11. Maintaining professional boundaries.
12. Following iDriv booking instructions.
13. Keeping the vehicle clean and presentable.
14. Communicating appropriately with the operations team.
15. Complying with all relevant company policies.

4. LICENSING AND LEGAL COMPLIANCE

Drivers must hold and maintain all licences and permissions required to undertake their work.

This may include:

• Appropriate driving licence;
• Private-hire driver's licence;
• Vehicle licence;
• Appropriate insurance;
• MOT where applicable;
• Medical certification where required;
• DBS/safeguarding checks where required;
• Local licensing requirements;
• Any required training or assessments.

For London PHV work, drivers must be appropriately licensed by Transport for London before carrying out bookings for a licensed London PHV operator.

Drivers must comply with all conditions attached to their licence.

A driver must not undertake an iDriv booking if their licence, insurance or other required authorisation has expired, been suspended, revoked or otherwise become invalid.

5. DRIVER STANDARDS AND PROFESSIONAL CONDUCT

Drivers must always behave professionally.

Drivers must:

• Be polite and respectful.
• Communicate clearly.
• Avoid arguments with passengers.
• Avoid inappropriate conversations.
• Respect cultural and religious differences.
• Respect personal boundaries.
• Avoid discriminatory behaviour.
• Maintain confidentiality.
• Follow reasonable passenger requests where safe and lawful.

Drivers must not:

• Harass passengers.
• Threaten passengers.
• Use abusive or discriminatory language.
• Make inappropriate sexual comments.
• Make unwanted advances.
• Intimidate passengers.
• Ask passengers for personal relationships.
• Consume alcohol while working.
• Work while impaired by drugs or medication.
• Accept inappropriate gifts or favours.
• Use passenger information for personal purposes.

6. PASSENGER SERVICE STANDARDS

Drivers are expected to provide a consistently high standard of service.

Where appropriate, drivers should:

• Arrive on time.
• Park safely.
• Greet the passenger politely.
• Confirm the passenger's name or booking details.
• Assist with reasonable luggage.
• Confirm the destination where necessary.
• Drive smoothly.
• Maintain a comfortable vehicle temperature where practical.
• Avoid unnecessary conversation.
• Respect passengers who prefer a quiet journey.
• Provide reasonable assistance to passengers with additional needs.

Drivers should never make passengers feel uncomfortable, pressured or unsafe.

7. SAFEGUARDING CHILDREN AND VULNERABLE PASSENGERS

Safeguarding is everyone's responsibility.

Drivers may be in a unique position to identify signs that a child or vulnerable adult may be at risk of abuse, neglect or exploitation.

The Department for Transport's statutory standards recognise the important safeguarding role of the taxi and private-hire industry and recommend safeguarding awareness and training for drivers.

Drivers must be alert to possible:

• Physical abuse;
• Sexual abuse;
• Emotional abuse;
• Neglect;
• Child sexual exploitation;
• Child criminal exploitation;
• County lines;
• Trafficking;
• Modern slavery;
• Domestic abuse;
• Financial exploitation;
• Online exploitation;
• Missing-person risks.

If a driver is concerned about a passenger's immediate safety, they must:

1. 1. Prioritise immediate safety.
2. 2. Contact emergency services where necessary.
3. 3. Notify iDriv as soon as reasonably practicable.
4. 4. Record the facts accurately.
5. 5. Follow any applicable safeguarding procedure.

Drivers must not investigate allegations themselves.

8. SAFEGUARDING PRINCIPLES

Drivers must:

• Maintain appropriate professional boundaries.
• Never meet passengers privately outside the booking.
• Never form inappropriate personal relationships with vulnerable passengers.
• Never request personal contact details for non-business purposes.
• Never communicate with young passengers through personal social-media accounts.
• Never take unnecessary photographs of passengers.
• Never make inappropriate comments.
• Never offer private transport arrangements outside the booking system.

If a safeguarding concern exists, report it.

Do not assume someone else will report it.

9. EQUALITY, DIVERSITY AND INCLUSION

iDriv is committed to providing services without unlawful discrimination.

Drivers must not discriminate against passengers because of:

• Age;
• Disability;
• Sex;
• Race;
• Ethnicity;
• Religion or belief;
• Sexual orientation;
• Gender reassignment;
• Pregnancy or maternity;
• Marriage or civil partnership;
• Any other protected characteristic under applicable law.

Passengers must be treated fairly, respectfully and professionally.

10. DISABILITY AND ACCESSIBILITY

Drivers should provide reasonable assistance to passengers with disabilities where safe and appropriate.

This may include:

• Assisting with luggage;
• Assisting with mobility aids;
• Helping passengers enter or exit the vehicle;
• Allowing additional time;
• Communicating clearly;
• Supporting passengers with visual or hearing impairments.

Drivers must never make assumptions about a passenger's disability or needs.

Ask respectfully what assistance is required.

The Department for Transport's best-practice guidance expects drivers to provide appropriate assistance and highlights disability awareness as an important part of driver training.

11. ASSISTANCE DOGS

Assistance dogs must be accepted where required by law and applicable licensing conditions.

Drivers must not refuse an assistance dog because of personal preference, fear or inconvenience.

Drivers should not:

• Touch the assistance dog without permission;
• Distract the dog;
• Feed the dog;
• Ask unnecessary questions about the passenger's disability.

12. DRIVER APPEARANCE AND PERSONAL HYGIENE

Drivers must maintain a clean and professional appearance.

Drivers should:

• Wear clean and appropriate clothing.
• Maintain good personal hygiene.
• Wear appropriate footwear for safe driving.
• Avoid excessive fragrances.
• Keep hair and facial hair appropriately groomed.
• Present a professional appearance.

Where iDriv or a client specifies a dress code, drivers must comply.

13. VEHICLE STANDARDS AND CLEANLINESS

Vehicles used for iDriv bookings must be:

• Clean;
• Safe;
• Roadworthy;
• Properly maintained;
• Appropriately licensed;
• Appropriately insured;
• Free from unnecessary clutter;
• Suitable for the passenger and booking.

Particular attention must be paid to:

• Seats;
• Floors;
• Windows;
• Door handles;
• Boot area;
• Seat belts;
• Headrests;
• Vehicle lighting.

14. PRE-SHIFT VEHICLE CHECKS

Before commencing work, drivers should check:

• Tyres;
• Lights;
• Brakes;
• Mirrors;
• Windscreen;
• Wipers;
• Windscreen washer fluid;
• Seat belts;
• Doors;
• Vehicle registration/licensing requirements;
• Fuel/charge level;
• Warning lights;
• Vehicle cleanliness;
• First-aid equipment where provided;
• Required safety equipment.

Any safety-critical defect must be reported immediately.

A driver must not knowingly operate an unsafe vehicle.

15. SAFE DRIVING STANDARDS

Drivers must:

• Obey speed limits.
• Follow traffic signs.
• Drive according to road and weather conditions.
• Maintain safe following distances.
• Avoid aggressive driving.
• Avoid unnecessary harsh braking.
• Avoid unnecessary acceleration.
• Remain alert.
• Plan journeys safely.
• Use appropriate navigation systems.

Passenger safety always takes priority over arriving quickly.

16. MOBILE PHONES AND ELECTRONIC DEVICES

Drivers must not use a handheld mobile phone while driving.

Navigation should be programmed before driving where possible.

If a driver needs to make or receive a call, send a message or alter navigation, they must stop in a safe and lawful location before doing so.

Drivers must never allow a booking, passenger message or work instruction to encourage unsafe phone use.

17. SEAT BELTS AND PASSENGER SAFETY

Drivers must ensure that passengers are encouraged and, where required by law, required to wear seat belts.

Drivers must:

• Wear their own seat belt.
• Ensure passengers can access seat belts.
• Never overload the vehicle.
• Never carry passengers in inappropriate seating positions.
• Comply with child-seat requirements where applicable.

18. SPEEDING AND TRAFFIC REGULATIONS

Drivers must comply with all applicable road traffic laws.

Drivers must never:

• Speed to meet an appointment time.
• Use bus lanes unlawfully.
• Park dangerously.
• Stop in unsafe locations.
• Use restricted areas unlawfully.
• Ignore traffic signals.
• Drive aggressively.

A passenger's request to "get there quickly" does not justify breaking the law.

19. FATIGUE AND FITNESS TO DRIVE

Drivers must be fit to drive.

Drivers must not drive when they are:

• Excessively tired;
• Unwell to the extent that driving is unsafe;
• Under the influence of alcohol;
• Under the influence of illegal drugs;
• Impaired by medication;
• Otherwise unable to drive safely.

Drivers should take appropriate breaks during long periods of driving.

If a driver becomes too tired or unwell to continue safely, they must stop and contact iDriv.

20. ALCOHOL, DRUGS AND MEDICATION

iDriv operates a strict safety-first approach.

Drivers must never drive under the influence of alcohol or illegal drugs.

Drivers must also consider whether prescribed or over-the-counter medication may affect their ability to drive.

If medication may cause:

• Drowsiness;
• Reduced concentration;
• Dizziness;
• Slower reactions;

the driver must seek appropriate professional advice before driving.

21. SMOKING AND VAPING

Drivers must not smoke or vape in an iDriv vehicle where prohibited by law, licensing conditions or company/client requirements.

Vehicles should remain clean and free from smoke or vaping odours.

22. PASSENGER PICK-UP AND DROP-OFF

Drivers must pick up and drop off passengers safely.

Where possible:

• Stop in a safe and lawful location.
• Avoid blocking traffic.
• Avoid forcing passengers into traffic.
• Consider passengers with mobility difficulties.
• Check surroundings before opening doors.
• Ensure passengers are safely away from traffic before departing.

Drivers should not encourage passengers to cross dangerous roads unnecessarily.

23. AIRPORT TRANSFERS

For airport bookings, drivers should:

• Monitor booking information.
• Allow appropriate time for airport access.
• Follow airport traffic and parking rules.
• Confirm terminal information where necessary.
• Communicate delays promptly.
• Use designated pickup areas.
• Never stop in prohibited areas.

Airport parking charges and waiting arrangements must be handled in accordance with iDriv procedures and the booking terms.

24. SCHOOL AND YOUNG-PERSON TRANSPORT

Where drivers transport children or young people, enhanced safeguarding awareness is required.

Drivers must:

• Maintain professional boundaries.
• Follow the agreed pickup and drop-off arrangements.
• Avoid unnecessary physical contact.
• Never offer private transport outside the booking.
• Never exchange personal social-media details.
• Report safeguarding concerns.
• Follow any specific passenger-care instructions.
• Never leave a child in an unsafe location.

Where a school, local authority or other contracting organisation provides specific transport instructions, drivers must follow them.

25. PASSENGERS WITH ADDITIONAL NEEDS

Drivers should take reasonable steps to support passengers with:

• Mobility difficulties;
• Visual impairments;
• Hearing impairments;
• Learning disabilities;
• Autism;
• Mental-health difficulties;
• Temporary injuries;
• Medical appointments;
• Other additional needs.

Drivers should communicate calmly and respectfully.

Where a passenger requires more assistance than the driver can safely provide, the driver should contact iDriv for guidance.

26. PASSENGER BEHAVIOUR

Drivers should remain professional even when passengers are difficult.

If a passenger becomes:

• Aggressive;
• Threatening;
• Abusive;
• Violent;
• Heavily intoxicated;
• Dangerous;

the driver should prioritise personal and passenger safety.

Drivers should avoid confrontation.

Where necessary, the driver should stop in a safe location and contact iDriv or emergency services.

Government guidance for the private-hire trade also recommends prioritising driver safety when confronted with threatening behaviour.

27. REFUSING OR ENDING A JOURNEY

A driver may need to refuse or end a journey where:

• The passenger presents an immediate safety risk.
• The vehicle cannot safely carry the passenger.
• The passenger behaves violently.
• The passenger attempts to damage the vehicle.
• The journey would require unlawful conduct.
• The driver's safety is threatened.

Drivers must not refuse passengers unlawfully or discriminatorily.

Where a journey is refused or terminated, the driver should contact iDriv as soon as it is safe to do so and provide a factual account.

28. ACCIDENTS AND EMERGENCIES

If an accident occurs:

Immediate priorities

1. Stop safely.
2. Switch on hazard warning lights where appropriate.
3. Check for injuries.
4. Call 999 where emergency assistance is required.
5. Do not admit liability at the scene.
6. Exchange required information.
7. Obtain witness details where appropriate.
8. Notify iDriv as soon as possible.
9. Complete the required incident/accident report.

Drivers must never leave the scene unlawfully.

29. SAFEGUARDING INCIDENT REPORTING

Any safeguarding concern must be reported promptly.

The report should include:

• Date;
• Time;
• Location;
• Passenger involved;
• What was observed;
• What was said;
• Immediate actions taken;
• Who was contacted;
• Any emergency response;
• Follow-up required.

Reports must be factual.

Drivers must not exaggerate, speculate or investigate.

30. MISSING OR VULNERABLE PASSENGERS

Where a passenger is particularly vulnerable or there are concerns that they may be missing, lost or at immediate risk:

• Ensure immediate safety.
• Contact the appropriate emergency service where necessary.
• Contact iDriv.
• Follow any specific client safeguarding instructions.
• Record what occurred.

Drivers must never simply abandon a vulnerable passenger in an unsafe location.

31. COMPLAINTS AND CUSTOMER SERVICE

Drivers must treat complaints professionally.

If a passenger complains:

• Listen calmly.
• Do not argue.
• Do not threaten or intimidate the passenger.
• Do not admit liability without authority.
• Explain that the matter can be referred to iDriv.
• Record relevant facts.
• Notify iDriv.

All complaints will be reviewed fairly.

32. LOST PROPERTY

If a passenger leaves property in the vehicle, the driver must:

1. Secure the item.
2. Notify iDriv.
3. Record where and when it was found.
4. Follow iDriv's lost-property procedure.
5. Return the item only through an authorised process.

Drivers must never keep passenger property.

33. CASH AND PAYMENTS

Drivers must handle passenger payments honestly.

Drivers must:

• Follow the agreed fare/payment arrangement.
• Provide receipts where required.
• Record payments accurately.
• Never charge unauthorised additional amounts.
• Never pressure passengers for tips.
• Report payment disputes to iDriv.

34. PERSONAL DATA AND GDPR

Drivers may have access to personal information including:

• Passenger names;
• Telephone numbers;
• Pickup addresses;
• Destination addresses;
• Booking information;
• Journey history;
• Special requirements.

This information is confidential.

Drivers must:

• Use information only for legitimate work purposes.
• Never share passenger details with friends or family.
• Never post passenger information online.
• Never photograph booking information unnecessarily.
• Secure devices.
• Avoid leaving booking information visible to others.
• Report data breaches immediately.

Passenger information must not be used for personal contact or commercial purposes.

35. PHOTOGRAPHS, RECORDING AND SOCIAL MEDIA

Drivers must not post photographs or videos of passengers on social media without appropriate authorisation and lawful consent.

Drivers must not:

• Post passenger names.
• Post pickup or destination addresses.
• Discuss passengers publicly.
• Publish confidential booking information.
• Upload screenshots of booking systems.
• Share private passenger conversations.

The fact that a passenger is a public figure does not remove their right to privacy.

36. DRIVER COMMUNICATION WITH iDRIV

Drivers must maintain reliable communication with iDriv during assigned bookings.

Drivers should promptly report:

• Delays;
• Traffic problems;
• Vehicle problems;
• Passenger incidents;
• Accidents;
• Safeguarding concerns;
• Booking changes;
• Passenger no-shows;
• Route problems;
• Any situation that may affect the service.

37. BOOKING AND DISPATCH PROCEDURES

Drivers must only undertake bookings allocated through authorised iDriv systems or arrangements.

Drivers must verify:

• Booking details;
• Passenger name;
• Pickup location;
• Destination;
• Date;
• Time;
• Vehicle requirements.

Drivers must not alter booking arrangements privately without notifying iDriv.

38. SUBCONTRACTING AND DRIVER SUBSTITUTION

Drivers must not give an iDriv booking to another driver without prior authorisation.

Any substitute driver must meet all applicable:

• Licensing requirements;
• Insurance requirements;
• DBS/safeguarding requirements where applicable;
• Company requirements;
• Client requirements.

Unauthorised substitution may result in suspension from iDriv bookings.

39. VEHICLE BREAKDOWN

If the vehicle breaks down:

1. Move to a safe location if possible.
2. Switch on hazard lights.
3. Keep passengers safe.
4. Contact breakdown assistance where applicable.
5. Contact iDriv.
6. Follow instructions regarding passenger onward travel.
7. Do not leave vulnerable passengers without appropriate arrangements.

40. CRIMINAL, LICENSING OR DRIVING OFFENCES

Drivers must notify iDriv of any matter that may affect their ability or eligibility to undertake bookings, including where required by applicable licensing conditions:

• Arrests;
• Charges;
• Convictions;
• Driving offences;
• Licence suspension;
• Licence revocation;
• Insurance restrictions;
• DBS-related matters;
• Safeguarding investigations;
• Other matters relevant to licensing or passenger safety.

Drivers must comply with the reporting requirements of their licensing authority.

41. DRIVER SELF-REPORTING

A driver must not conceal information that may affect their suitability to carry passengers.

The Taxis and Private Hire Vehicles (Safeguarding and Road Safety) Act 2022 strengthened arrangements for licensing authorities to share safeguarding and road-safety concerns relating to drivers.

Drivers should therefore treat safeguarding and road-safety reporting as a serious professional responsibility.

42. ZERO-TOLERANCE STANDARDS

iDriv will not tolerate:

• Violence;
• Sexual misconduct;
• Harassment;
• Abuse;
• Discrimination;
• Safeguarding failures;
• Dangerous driving;
• Driving under the influence;
• Fraud;
• Theft;
• Deliberate passenger exploitation;
• Unauthorised passenger information sharing;
• Falsification of records;
• Unauthorised use of vehicles;
• Serious professional misconduct.

Such conduct may result in immediate removal from bookings and further investigation.

43. DISCIPLINARY AND COMPLIANCE PROCEDURES

Where a driver fails to comply with iDriv requirements, the company may take appropriate action.

Depending on the circumstances, this may include:

• Informal advice;
• Additional training;
• Formal warning;
• Temporary suspension from bookings;
• Investigation;
• Removal from the driver network;
• Reporting to the relevant licensing authority;
• Referral to police or other authorities where appropriate.

Nothing in this handbook prevents iDriv from taking immediate action where passenger safety requires it.

44. WHISTLEBLOWING

Drivers are encouraged to report serious concerns about:

• Passenger safety;
• Safeguarding;
• Fraud;
• Criminal behaviour;
• Dangerous driving;
• Discrimination;
• Abuse;
• Serious regulatory breaches;
• Unsafe company practices.

Concerns should be raised with iDriv management.

Where appropriate, concerns may also be reported directly to the relevant statutory authority.

Drivers will not be penalised for raising genuine concerns in good faith.

45. HEALTH AND SAFETY

Drivers must take reasonable steps to protect themselves and passengers.

This includes:

• Maintaining a safe vehicle;
• Reporting hazards;
• Following emergency procedures;
• Managing fatigue;
• Using appropriate personal protective equipment where required;
• Reporting accidents;
• Following workplace safety instructions.

46. DRIVER TRAINING

iDriv may require drivers to undertake training appropriate to the services they provide.

Training may include:

• Safeguarding;
• Disability awareness;
• Equality and diversity;
• Customer service;
• Road safety;
• Defensive driving;
• First aid awareness;
• GDPR and confidentiality;
• Prevent awareness;
• Modern slavery awareness;
• Exploitation awareness;
• Lone-worker safety;
• Emergency procedures.

Additional training may be required for specialist contracts.

47. QUALITY ASSURANCE AND MONITORING

iDriv may monitor service quality through:

• Passenger feedback;
• Complaints;
• Incident reports;
• Booking records;
• Driver performance;
• Vehicle inspections;
• Licensing checks;
• Training records;
• Client feedback;
• Service reviews.

The purpose of monitoring is to maintain safety, compliance and high standards.

48. PROFESSIONAL DRIVER CHECKLIST

Before starting work, drivers should ensure:

• Driver licence is valid.
• Private-hire licence is valid where required.
• Insurance is valid.
• Vehicle licence/authorisation is valid where required.
• Vehicle is roadworthy.
• Vehicle is clean.
• Tyres have been checked.
• Lights have been checked.
• Seat belts are working.
• Fuel/charge is sufficient.
• Booking information is available.
• Mobile phone/navigation is safely configured.
• Driver is fit and rested.
• Driver is not impaired by alcohol, drugs or medication.
• Required documents are available.

49. DRIVER DECLARATION

I confirm that I have received and read the iDriv Ltd Driver Handbook.

I understand that I am responsible for complying with:

• Applicable law;
• Licensing requirements;
• Road traffic regulations;
• Insurance requirements;
• iDriv policies;
• Safeguarding requirements;
• Passenger confidentiality requirements;
• Health and safety requirements;
• Professional standards.

I understand that failure to comply with these requirements may result in investigation and/or removal from iDriv bookings.

I understand that passenger safety is my primary responsibility while undertaking an iDriv booking.

Driver Name: __________
Driver Licence Number: __________
Vehicle Registration: __________
Signature: __________
Date: __________

50. DRIVER HANDBOOK ACKNOWLEDGEMENT

I confirm that:

• I have received the iDriv Driver Handbook.
• I have read and understood the handbook.
• I understand my safeguarding responsibilities.
• I understand my passenger-safety responsibilities.
• I understand my confidentiality and GDPR responsibilities.
• I understand my responsibility to maintain appropriate licensing and insurance.
• I understand the standards expected of iDriv drivers.
• I agree to report accidents, incidents and safeguarding concerns promptly.
• I agree to comply with reasonable instructions from iDriv management.
• I understand that the handbook may be updated from time to time.

Driver Name: __________
Signature: __________
Date: __________
iDriv Manager Name: __________
Manager Signature: __________
Date: __________

DOCUMENT CONTROL

Document: iDriv Ltd Driver Handbook
Version: 1.0
Effective Date: 12 August 2026
Review Date: 12 August 2027
Policy Owner: iDriv Ltd
Approved By: Osamudiamen Ojo-Igbinoba
Position: Managing Director
Signature: O.OjoIgbinoba
Date: 12 August 2026