Equality, Diversity & Inclusion Policy
Last updated
This policy sets out how we treat passengers, staff, chauffeurs and suppliers, what we will not accept, and what to do if you encounter discrimination in connection with our service.
These policies are published in good faith and describe how Executive Chauffeurs UK works in practice. They are reviewed annually and reissued sooner where our operation or the law changes; the date at the head of each page shows when the current version was issued. If anything here is unclear, or you need a detail that is not published, our client service desk will answer on WhatsApp at +44 7775 554848 or through the contact page.
1. Commitment
We are committed to treating everyone fairly, with dignity and with respect, and to providing a service that is open to all. That applies to passengers, to the people who work with us and to the businesses we buy from.
The Equality Act 2010 protects people from discrimination on the grounds of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex and sexual orientation. These are the protected characteristics, and this policy applies to all of them equally.
Responsibility for this policy sits with the director responsible for equality and diversity. It applies to everyone performing work for us, including self-employed chauffeurs and partner operators.
2. What we will not accept
- Direct discrimination: treating someone less favourably because of a protected characteristic.
- Indirect discrimination: applying a practice that disadvantages a group without objective justification.
- Harassment: unwanted conduct that violates dignity or creates an intimidating, hostile or degrading environment.
- Victimisation: treating someone badly because they have complained about discrimination or supported someone who has.
- Failure to make reasonable adjustments for a disabled passenger, chauffeur or applicant.
- Discriminatory language or jokes, whether or not the person affected is present.
3. Service delivery
We do not refuse or vary a service because of a passenger's protected characteristic, and pricing does not differ on that basis. Bookings are allocated on the basis of vehicle suitability, chauffeur availability and geography, and on nothing else.
Refusing to carry an assistance dog is unlawful and is treated as gross misconduct. Where a chauffeur holds a valid medical exemption certificate, it must be displayed and the desk must be told in advance so that a different vehicle is allocated at no cost or inconvenience to the passenger.
Reasonable adjustments are made as a matter of course: a different pickup point, additional time, help with luggage and mobility aids, adjusted seating, or a written confirmation where a verbal one would not be accessible. Our Accessibility Statement sets out how to tell us what you need.
Requests to change a chauffeur that are based on a protected characteristic are refused. We will discuss a request based on a genuine and specific concern about conduct, which is a different matter entirely.
4. Recruitment and work allocation
Recruitment decisions are based on the requirements of the role: a current licence, driving record, service standard and reliability. Selection criteria are recorded before applications are reviewed, and interviews follow a consistent structure.
We do not ask about health or disability before making an offer, other than to establish whether an adjustment is needed for the selection process itself or whether an applicant can carry out a function intrinsic to the role.
Work is allocated by availability, location and vehicle class. Regular allocation patterns are reviewed so that favouritism or unconscious bias does not become an unwritten rule.
Pay and terms for equivalent work are set on the same basis for everyone, and requests for flexible working are considered on their merits rather than by reference to who is asking.
5. Behaviour towards our people
Passengers, clients and suppliers are expected to treat our chauffeurs and staff with the same respect that our chauffeurs and staff are required to show them. Discriminatory abuse directed at a chauffeur is grounds for ending a journey under our Passenger Conduct policy and for declining future work.
A chauffeur who ends a journey for this reason must report it to the desk immediately. They will be supported in that decision, and the report will be recorded and reviewed by a director.
Chauffeurs and staff who experience discrimination or harassment from any source can raise it directly with a director, or through the WhatsApp client service desk on +44 7775 554848 and the contact page at executive-chauffeurs.uk/contact where they would rather not, and doing so will not affect their work allocation.
6. Suppliers and partners
Suppliers and partner operators are expected to meet the standards in this policy when working with us or on our behalf. Equality expectations are included in our written terms.
Where a supplier or partner operator does not meet those standards and will not put it right, the relationship is ended. Commercial convenience is not a reason to continue an arrangement that exposes passengers or staff to discrimination.
7. Training, reporting and review
Equality briefing is part of induction and is refreshed at least annually, covering the protected characteristics, reasonable adjustments, assistance dogs and the practical situations chauffeurs actually meet.
Discrimination complaints are escalated immediately to a director under our Complaints Procedure rather than handled at the first stage. Where an allegation is upheld, the outcome may include retraining, removal from client work, dismissal or termination of engagement.
We keep a record of complaints of this kind and review it at least annually. The Equality Advisory and Support Service can provide independent advice, and this policy does not limit the right to bring a claim in the courts or an employment tribunal.