Company Policies & Terms

SHEM TRANSPORT LTD
Booking & Record Keeping System – Description
Shem Transport Ltd operates a structured and compliant digital booking and record-keeping system
designed to meet the requirements of a Private Hire Vehicle Operator Licence.
All bookings are recorded within the booking register at the time they are accepted. Each booking
includes customer details, booking date and time, pickup and destination details, assigned driver
and vehicle, fare information, payment status, and any accessibility requirements identified by the
customer.
A dedicated Audit Booking Log is maintained to record amendments made to bookings, including
the date and time of changes, details of the amendment, and the individual responsible for the
update. This provides a full audit trail for operational transparency.
Driver records include copies and expiry monitoring for Private Hire Driver Licences, DVLA
licences, DBS certificates, and medical documentation. Vehicle records include insurance, MOT,
vehicle licence details, and expiry monitoring.
Separate registers are maintained for complaints, safeguarding concerns, lost property, worker and
dispatcher records, staff training, and audit requests received from the licensing authority or police.
Training records are maintained for safeguarding, Child Sexual Exploitation (CSE), disability
awareness, Equality Act duties, and operational compliance training. Workers with access to
sensitive customer information are subject to appropriate recruitment and DBS verification
procedures.
All digital records are securely stored using password-protected systems with access restricted to
authorised personnel only. Access to operational records is protected through unique passwords
and restricted administrator permissions. Records are backed up regularly to ensure business
continuity and compliance with data protection legislation and GDPR requirements.
Records are retained securely for a minimum period of 12 months and are available for inspection
by authorised officers of the licensing authority or police upon request.
This system ensures that Shem Transport Ltd operates in a safe, transparent, secure, and
compliant manner in line with Private Hire Operator licensing requirements.

Data Protection & GDPR Statement Shem Transport Ltd
This statement is provided in support of an application for a Private Hire Operator Licence with the City of Wolverhampton Council.
Shem Transport Ltd is committed to ensuring that all personal data is handled securely, lawfully, and in full compliance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
1. Data Collected
The business may collect and process the following personal data:
•
Customer name and contact details
•
Pickup and destination addresses
•
Booking details (date, time, journey information)
•
Driver and vehicle allocation details
2. Purpose of Data Processing
Personal data is collected solely for the purpose of:
•
Managing and fulfilling private hire bookings
•
Communicating with customers regarding their journeys
•
Maintaining accurate records in line with licensing requirements
3. Data Storage and Security
All personal data is stored securely using electronic systems with restricted access. Appropriate measures are in place to prevent unauthorised access, loss, or misuse of data.
4. Data Retention
Records will be retained only for as long as required to meet legal and licensing obligations set by Wolverhampton City Council and relevant legislation.
5. Data Sharing
Personal data will not be shared with third parties unless:
•
Required by law
•
Requested by authorised bodies such as Wolverhampton City Council Licensing Officers or the Police
6. Individual Rights
Customers have the right to:
•
Request access to their personal data
•
Request correction of inaccurate data
•
Request deletion of their data where applicable
Requests will be handled in accordance with UK GDPR requirements.
7. Compliance Commitment
Shem Transport Ltd will ensure ongoing compliance with all data protection laws and will regularly review

Complaints Handling Policy
Purpose
Shem Transport Ltd is committed to providing a professional, safe, and reliable private hire service.
Any complaints received will be handled fairly, promptly, and professionally.
How to Make a Complaint
Complaints may be submitted by telephone, email, website enquiry, or in writing.
Investigation Process
All complaints will be recorded within the complaints register and investigated by the operator.
Relevant booking records, driver information, and communication records may be reviewed.
Response Times
Complaints will normally be acknowledged within 48 hours and investigated as soon as reasonably
practicable.
Serious Incidents
Any complaints involving safeguarding, violence, discrimination, dishonesty, dangerous driving,
sexual offences, or criminal activity will be reported to the relevant authorities and Wolverhampton
City Council where required.
Retention
Complaint records will be securely retained for a minimum period of 12 months.
Lost Property Policy
Purpose
Shem Transport Ltd maintains procedures for handling lost property left within vehicles.
Reporting
Drivers are required to report lost property to the operator as soon as reasonably practicable.
Storage
Lost property will be logged and stored securely.
Return to Customer
Reasonable efforts will be made to return property to its owner.
Personal Data
Any property containing personal information will be handled securely in accordance with data
protection legislation.
Disposal
Unclaimed property may be disposed of after six months where lawful and appropriate.

Pricing & Surcharge Policy
Quoted Fares
Shem Transport Ltd aims to provide clear and transparent pricing for all bookings.
Airport Charges
Airport drop-off or pickup charges imposed by airports may be added to the agreed fare where
applicable.
Tolls & Parking
Road tolls, congestion charges, and parking fees may be added where incurred during the journey.
Waiting Time
Additional waiting time beyond the agreed pickup period may result in additional charges.
Journey Changes
Quoted fares may change if the journey destination, pickup point, number of stops, or waiting
requirements change after booking.
Customer Information
Customers will be informed of any additional charges where reasonably practicable.

Safeguarding Policy
Purpose
Shem Transport Ltd is committed to safeguarding children and vulnerable adults.
Responsibilities
All drivers and workers are expected to remain alert to signs of exploitation, abuse, neglect, or
unsafe behaviour.
Reporting Concerns
Any immediate risk to a child or vulnerable adult will be reported to emergency services via 999.
Non-emergency safeguarding concerns may be reported via 101 or Wolverhampton safeguarding
services.
Training
The operator has completed safeguarding and taxi training recognised by Wolverhampton City
Council.
DBS Checks
Appropriate DBS checks will be maintained for all drivers and relevant workers.
Record Keeping
Safeguarding concerns will be recorded securely and retained in accordance with licensing
requirements.

Website Accessibility Statement
Commitment
Shem Transport Ltd is committed to ensuring its website is accessible and user-friendly.
Accessibility Measures
The website is designed to be readable on desktop and mobile devices and includes clear contact
methods and readable text.
Alternative Contact Methods
Customers may contact the business by telephone, email, or website enquiry form.
Accessible Information
Accessible information formats may be provided upon request where reasonably practicable.
Ongoing Review
The website and digital systems will be reviewed periodically to support accessibility and usability.