Driver Conduct Red, Amber Yellow & Green Status

This policy is used to monitor and manage cases where you fall short of our high standards of service. This will help us to ensure we have full facts and to monitor our general customer satisfaction, from the service provided by our drivers using the platform, and to proactively manage this by using the policy below. It is to ensure that all drivers promote us and their colleagues in a positive light to ensure business is kept high and our reputation great which in turn will ensure there is plenty of work for everyone on our platform.

If you are suspended from the platform it is then the duty of the suspended driver to contact us once that period has elapsed to request re activation. If no contact is made the account will not be renewed.

When a customer raises a dispute or complains about a booking or a driver team we will initiate a thorough investigation. This will be undertaken by the Customer Success team. In the course of this investigation we will communicate with all relevant parties (customer, driver etc) to obtain the facts and a record of events around what led to the complaint. Once this investigation is completed we will then deliver an outcome for both parties. This may result, where driver fault is ascertained in the issuing of the Green, Amber and Yellow and Red Cards. Please see below the sanction levels that relate to each card:

Type of card  
Green No further Actions
Yellow First warning and No Action
Amber Two week suspension
Red Removed from a 6 month period

This policy can help us to manage a whole range of situations that may give rise to a dispute or complaint and we have specifically covered the following scenarios:

  • Lateness
  • Not showing up
  • Damages
  • Conduct and behaviour
  • Additional charges
  • Rejection

Lateness

Lateness is defined as being over 15 minutes late to a customer's booking without notifying us. Although there may be reasons to mitigate or explain this, where these occur we will request proof where applicable. The table below clearly lays out how we will manage both one off and repeat or persistent lateness incidents:

Issue Action Colour Card Provided
One late Driver Notified via email , lateness fee refunded to customer placed on statement. Green no futher action
Two late An official warning given and driver notified via email. Yellow no further action
Three late Driver Notified via intercom, and lateness fee deducted from your statement and a two week suspension Amber
Four late Driver Notified via intercom, and lateness fee deducted from their statement and removed from the platform for a 6 month period Red

No show

This has a huge impact on us as a business. If you are unable to attend a booking please let us know at the earliest opportunity through the online chat when you sign into your driver account. Our expectation is that we should never let a customer down in this way and we should always know if you can no longer attend.

Weekday no show - You are charged the automatic £10.00 recovery fee and the price bump which it has cost to allocate another driver added onto your statement.

Weekday no show which leads to cancellation - You are charged the £10.00 recovery fee and the commission and booking fee the customer has paid to us and placed onto your statement.

Weekends are the peak period for bookings and are also the hardest for us to cover jobs at short notice so with that in mind we have enhanced the implications of a no show.

Weekend no show - You are charged the automatic 10.00 recovery fee plus an additional £25.00 fee.

Weekend no show which leads to cancellation - You are charged the automatic 10.00 recovery fee of £25.00 and the commission and booking fee lost from the booking and placed onto the statement.

Issue Action Colour Card Provided
One No show Driver Notified via email and fees applied where applicable and deducted from pay and a two week suspension Yellow
Two No show Driver Notified via email and fees applied where applicable and deducted from pay and a two week suspension Amber
Three No show Driver Notified via email, and fees applied where applicable and deducted from pay and a 6 month suspension Red

Damages

Damages, although rare, do have a significant impact on the overall quality of the service that we deliver, If you have damaged something please message us on the chat through your driver account and we will support you.. In the event of a damage report from either yourself or a Customer the Customer Success Team will initiate an investigation and seek to discuss with all interested parties. From that investigation we will establish liability for the cause of the damage and will take the following steps where the driver is liable:

Issue Action Colour Card Provider
One Occurrence Driver given an official warning and notified via intercom and email Yellow
Two Occurrence Driver Notified via intercom, and fees applied where applicable and deducted from their pay and a two week suspension Amber
Three Occurrence Driver Notified via intercom, and fees applied where applicable and deducted from their pay and a 6 month suspension Red

Conduct

We encourage and insist that all drivers working across the platform maintain the highest levels of professionalism at all times. We also recognise that all drivers have the right to work in an environment where they too feel safe from harm, threat or any kind of abuse.

If you find yourself in a heated situation please contact us immediately through the online chat on your driver portal.

If we do find through an investigation that any form of behaviour or conduct has occurred where you have fallen short of our professionalism standards then the following will take place:

Outcome Action
Removed The driver will be issued with a removal from the platform indefinitely with no review in a 6 month period and will not be invited to rejoin.

Additional Charges

We ask that your prices are always up to date on your driver profile page. Contact us if you need support on this.

Under no circumstances are additional charges to be applied to the customer or any cash transactions to be taken that do not match your pricing list. This will fall directly into the contravention of professionalism standards.

If you arrive and the inventory or timings of the bookings are significantly different please let us know via Live Chat.

Any instances where payments are handled in a way that falls short of professionalism standards will be handled as per below:

Outcome Action
Yellow Card The driver will be issued with an official warning.
Red Card The driver will be issued with a removal from the platform indefinitely with no review in a 6 month period and will not be invited to rejoin.

Van breaking down

We understand that from time to time mechanical problems and issues with the van breaking down does occur. However it is your responsibility to ensure your van and equipment are in good working order. If your van breaks down we will remove the additional charges for covering once we have seen the documentation from the garage sent to us on the online chat to our back office team. If we do not see this documentation the charges will stay.

We of course understand that not being able to work is very frustrating however it also affects customers so if we have an incident of this occurring 3 times in a 12 month period the following process will take place.

Issue Action Colour Card Provided
One break down Driver Notified via email and fees applied where applicable and deducted from pay until evidence submitted Green
Two break down Driver Notified via email and fees applied where applicable and deducted from pay until evidence submitted Amber
Three break down Driver Notified via email, and fees applied where applicable and deducted from pay until evidence submitted and a removal from platform until evidence van is reliable for the future Red

Rejection

It is your responsibility to ensure that your calendar has been set correctly and that you clearly let us know when you can and can not work. You need to be going into this regularly and ensure it is up to date. This is because customers specifically choose to book in with you at that time based on your calendar and causes large number of complaints.

We charge you £10.00 for rejecting the job as this covers admin costs and then we will charge the additional costs for a replacement driver if rates are more expensive than yours.

We will monitor your rejection levels closely as a percentage and if we deem to be to high follow the 4 stage warning of Green Yellow Amber and Red process as above.

Issue Action Colour Card Provided
First call around rejection rates Driver Notified via email, fees applied Green no further action
Second call around rejection rates An official warning given and driver notified via email and fees applied Yellow no further action
Third call around rejection rates Driver Notified via intercom, and fee applied to statement and a two week suspension Amber
Fourth call around rejection rates Driver Notified via intercom, and fee deducted from their statement and removed from the platform for a 6 month period Red

About Us

  • Compare The Man And Van Ltd
  • (a fully owned subsidiary of Shift Group Ltd)
  • 27 Old Gloucester Street
  • London
  • WC1N 3AX
  • Company number 08890359

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