Maintain appropriate personal presentation and any confirmed dress requirement for the assignment.
Supplier Governance
Supplier Code of Conduct.
Black Fleet London expects every supplier and licensed operating partner to protect the standards our clients recognise: punctuality, discretion, immaculate presentation, clear communication, safe driving and genuinely attentive passenger care.
Acceptance of an assignment from Black Fleet London requires compliance with the applicable provisions of this Code, the confirmed booking instructions and all relevant legal and licensing obligations.
Purpose
One standard across every journey delivered in our name.
Black Fleet London’s reputation is created through thousands of individual operational decisions: accepting the correct vehicle, arriving prepared, communicating clearly, protecting passenger information and responding professionally when circumstances change.
This Code establishes the minimum ethical, legal, operational, environmental, security and service expectations applying to organisations and individuals supporting Black Fleet London.
This Code applies to
- Licensed private hire operators receiving or delivering assignments
- Vehicle providers and authorised service personnel
- Technology, communications and payment-service suppliers
- Professional, administrative and compliance providers
- Subcontractors approved within the relevant supply arrangement
- Representatives interacting with clients or passengers
- Any person accessing Black Fleet London information or systems
The Black Fleet London Standard
Protecting what clients consistently value.
Client feedback repeatedly identifies the same qualities. These are not optional touches; they are the operational standard suppliers are expected to protect.
01
Punctual and prepared
Arrive with sufficient time, understand the assignment and remain ready to deliver the confirmed service.
02
Professional and courteous
Maintain polite, discreet and attentive conduct from first contact until the journey is completed.
03
Clean and comfortable
Present a clean, safe, well-maintained vehicle suitable for the confirmed service class.
04
Clear communication
Provide timely operational updates without burdening the passenger with avoidable uncertainty.
05
Smooth and safe
Drive lawfully, calmly and defensively, with passenger safety and comfort taking priority.
06
Helpful by nature
Assist appropriately with luggage, meeting arrangements and reasonable passenger needs.
07
Calm under change
Respond constructively to delays, itinerary adjustments and operational disruption.
08
Accountable afterwards
Report incidents honestly and cooperate with fair service recovery and corrective action.
Core Supplier Obligation
Deliver the confirmed service without transferring operational risk to the client.
Suppliers must assess each assignment before accepting it. Acceptance represents that suitable licensing, vehicle capacity, availability, competence and operational resources are in place.
Understand
Review all relevant assignment details before acceptance.
Confirm
Confirm suitable compliant capacity is genuinely available.
Deliver
Follow the confirmed instructions and service standard.
Escalate
Report any risk to delivery without unnecessary delay.
Licensing and Legal Compliance
No assignment without valid authority to operate.
Every operator, vehicle and authorised service person must satisfy the licensing and legal requirements applicable to the service being delivered.
Expired, suspended, altered, borrowed or misleading documents must never be used to obtain or retain access to Black Fleet London assignments.
Minimum compliance expectations
- Valid operator licensing for the relevant operating arrangement
- Valid private hire driver and vehicle licensing where applicable
- Appropriate hire-and-reward insurance
- Valid driving entitlement and required checks
- Roadworthy, maintained and legally compliant vehicles
- Accurate ownership, rental or permission documentation
- Immediate reporting of suspension, expiry or material restriction
Supplier Onboarding
Qualification before allocation.
Supplier onboarding is proportionate to the nature of the service, information involved and operational risk.
01
Identify
Confirm the legal organisation and responsible contact.
02
Verify
Review relevant licensing, insurance and supporting records.
03
Assess
Consider capacity, vehicle standards, risk and service suitability.
04
Communicate
Issue applicable service, privacy and conduct requirements.
05
Approve
Authorise access only after required checks are completed.
06
Monitor
Maintain ongoing document and performance oversight.
Vehicle Standards
Clean, compliant and appropriate for the confirmed class.
Vehicle presentation is part of the service—not a cosmetic extra. Clients regularly identify cleanliness, comfort and vehicle quality as central to their experience.
A different vehicle must not be substituted without operational approval where the change could affect class, capacity, accessibility, luggage or client expectation.
Vehicle requirements
- Clean exterior and immaculate passenger cabin
- No avoidable odours, smoking residue or excessive fragrance
- Safe tyres, lights, glass, seat belts and passenger equipment
- Sufficient passenger and luggage capacity
- Functional heating, ventilation and air conditioning
- No material warning lights or unresolved safety defects
- Presentation consistent with the confirmed service category
Professional Conduct
Every interaction should reinforce trust.
Communicate politely, clearly and without aggressive, discriminatory or inappropriate language.
Do not discuss passenger identity, itinerary, conversation or behaviour outside the operational need.
Follow the passenger’s lead and avoid intrusive, controversial or commercially inappropriate discussion.
Offer reasonable assistance with luggage and safe vehicle loading where physically and operationally appropriate.
Do not solicit direct future bookings, payments, tips or personal business from Black Fleet London clients.
Never undertake service while affected by alcohol, illegal substances, unsafe medication or fatigue.
No unauthorised person may accompany or participate in an assignment.
Treat passengers, staff, suppliers and members of the public with dignity and without unlawful discrimination.
Punctuality and Readiness
On time means operationally ready—not merely nearby.
Suppliers must plan for traffic, access restrictions, charging or fuel requirements, terminal procedures, vehicle preparation and known local conditions.
Any risk to the confirmed pickup time must be reported immediately. Silence is not an acceptable response to delay.
Readiness expectations
- Review route and access requirements before departure
- Allow suitable contingency for known traffic conditions
- Maintain sufficient fuel or electric range
- Arrive in the correct approved collection area
- Carry any required meeting or name-board equipment
- Update operational status accurately
- Escalate any delay before it becomes a missed collection
Airport, Station and Port Collections
Proactive meeting arrangements that remove uncertainty.
International arrivals, cruise transfers and major transport hubs require active preparation, clear communication and disciplined meeting procedures.
Suppliers must follow the confirmed pickup method, monitor relevant journey information and remain contactable by the operations team.
Collection standards
- Check relevant flight, train, vessel or terminal information
- Follow the confirmed meet-and-greet instruction
- Display the passenger name clearly where required
- Make appropriate passenger contact through approved details
- Assist with reasonable luggage handling
- Escalate confusion before leaving the approved meeting location
- Record waiting, contact and collection status accurately
Safety and Driving Standards
Smooth, lawful and defensive driving at all times.
Passenger safety is the overriding priority. Time pressure, client status or operational urgency must never be used to justify unsafe driving.
Lawful speed
Follow speed limits and adjust appropriately for traffic, weather and road conditions.
Device control
Do not use handheld devices while driving or permit operational messaging to create distraction.
Passenger restraint
Confirm occupants can use available seat belts and applicable safety equipment.
Smooth technique
Avoid harsh acceleration, braking, cornering and unnecessarily aggressive manoeuvres.
Fatigue management
Do not accept or continue work where fatigue makes safe service doubtful.
Safe stopping
Use lawful and reasonably safe pickup and drop-off locations.
Defect escalation
Stop using any vehicle affected by a material safety defect.
Incident response
Protect passengers, contact emergency services where necessary and report the incident promptly.
Passenger Care
The passenger should feel expected, safe and properly looked after.
Good service is measured not only by arriving at the destination, but by how confidently and comfortably the passenger experiences the entire journey.
Welcome
Greet the passenger politely and confirm the journey discreetly.
Assist
Offer appropriate help with luggage and boarding.
Observe
Consider comfort, temperature, privacy and reasonable needs.
Reassure
Communicate calmly when traffic or circumstances change.
Accessibility and Inclusion
Respectful service shaped around individual requirements.
Suppliers must not discriminate unlawfully and should cooperate with reasonable accessibility and assistance requirements communicated for the assignment.
Where a requirement cannot be delivered safely or with the assigned vehicle, the issue must be escalated rather than left for the passenger to discover at collection.
Inclusive-service expectations
- Treat every passenger with dignity and respect
- Avoid assumptions about disability or assistance
- Follow confirmed mobility and accessibility instructions
- Protect health and adjustment information
- Allow reasonable boarding time where required
- Communicate clearly and patiently
- Escalate suitability concerns in advance
Confidentiality and Data Protection
Passenger information used only for the authorised assignment.
Supplier access to operational information is limited to what is reasonably required to perform the confirmed service.
Passenger information must not be copied, retained, disclosed, marketed or used for direct commercial contact outside the authorised purpose.
Mandatory information controls
- Use information only for the assigned journey
- Do not disclose client or passenger details unnecessarily
- Client or booker email addresses must not be provided to chauffeurs
- Do not add passengers to personal contact or marketing lists
- Protect devices, accounts and operational messages
- Delete or securely remove information when no longer required
- Report accidental disclosure or device loss immediately
Operational Systems and Status Updates
Accurate status information supports passenger safety and service control.
Suppliers must use required operational systems, links or communication channels accurately and must not create false journey-status records.
Accept responsibly
Accept only assignments that can genuinely be delivered as confirmed.
Confirm promptly
Complete required confirmation actions within the communicated timeframe.
Update accurately
Use journey statuses only when the corresponding event has occurred.
Protect access
Do not share credentials, operational links or account access.
Report changes
Communicate replacement, delay, vehicle or personnel changes immediately.
Preserve records
Do not delete or alter information relevant to an incident or complaint.
No impersonation
Do not permit an unauthorised person to operate under another identity.
Close correctly
Complete the journey record and disclose any unresolved issue.
Subcontracting and Replacement
No hidden substitution or unauthorised onward allocation.
An assignment accepted by a supplier must not be transferred to another organisation or individual without the required Black Fleet London approval.
Where replacement becomes necessary, the original supplier must remain accountable until the replacement is formally accepted and controlled.
Replacement requirements
- Notify Black Fleet London immediately
- Explain the operational reason for replacement
- Do not disclose passenger information before approval
- Provide the proposed replacement details
- Confirm equivalent or suitable vehicle capacity
- Await formal acceptance where required
- Support continuity until reassignment is complete
Ethical Business Conduct
Honest commercial relationships without improper influence.
Suppliers must conduct business without bribery, fraud, kickbacks, concealed commissions, conflicts of interest or misleading records.
Commercial pressure, delayed payment disputes or competition for work never justifies dishonest conduct.
Prohibited conduct
- Bribes, kickbacks or improper gifts
- False invoices, mileage or waiting claims
- Falsified licensing or compliance documents
- Undisclosed conflicts of interest
- Direct diversion of Black Fleet London clients
- Collusion or manipulation of supplier rates
- Retaliation against anyone reporting genuine wrongdoing
Human Rights and Modern Slavery
No exploitation within the supply relationship
Suppliers must not use forced, trafficked, bonded or compulsory labour and must not retain identity documents, impose coercive recruitment debt or restrict lawful freedom of movement.
Credible concerns involving exploitation must be reported promptly and handled without retaliation.
Fair Working Practices
Transparent and lawful working arrangements
Suppliers should maintain lawful arrangements concerning work, remuneration, deductions, working time, status and responsibility.
Black Fleet London does not accept hidden arrangements that place unlicensed, uninsured or exploited individuals into service delivery.
Environmental Responsibility
Responsible operation without unsupported environmental claims.
Suppliers should comply with relevant environmental and waste obligations, maintain vehicles appropriately and support lower-emission service where suitable.
Any environmental data or sustainability claim provided to Black Fleet London must be accurate, supportable and clear about its scope.
Environmental expectations
- Avoid unnecessary engine idling
- Maintain vehicles for safe and efficient operation
- Use appropriate routes for tyres, oils and batteries
- Report material leaks or pollution incidents
- Support electric allocation where suitable and available
- Avoid misleading carbon-neutral or net-zero claims
- Cooperate with proportionate environmental information requests
Incident and Exception Reporting
Report early. Protect the passenger. Preserve the facts.
Suppliers must not conceal operational failures, collisions, complaints, data incidents, vehicle defects or compliance concerns.
Immediate passenger safety and service continuity should be addressed before routine commercial considerations.
Reportable events include
- Collision, injury or passenger safety concern
- Breakdown or material vehicle defect
- Late arrival, missed pickup or incorrect location
- Passenger complaint or serious conduct concern
- Licensing, insurance or document issue
- Lost property or suspected theft
- Data disclosure, device loss or account compromise
Lost Property
Passenger property protected and returned through controlled arrangements.
Vehicles should be checked after each assignment. Any item found must be reported promptly and protected against loss, access or unauthorised use.
Suppliers must not contact the passenger independently unless instructed or required through the approved return arrangement.
Lost-property controls
- Check the passenger area after each journey
- Report found property promptly
- Do not access phones, devices, wallets or documents
- Store the item securely
- Record the journey and location where found
- Follow the approved return or handover process
- Confirm completion of the return
Complaints, Feedback and Reviews
Feedback is quality evidence, not a personal confrontation.
Suppliers must cooperate professionally with complaint review, service recovery and factual investigation.
Respond factually
Provide accurate information and avoid speculation, blame or emotional argument.
Preserve evidence
Retain relevant messages, status records, photographs and documents.
Protect the passenger
Do not publicly identify or confront the passenger.
No review manipulation
Do not create false reviews, pressure clients or offer unauthorised incentives.
Support recovery
Cooperate with reasonable corrective, refund or replacement assessment.
Learn from trends
Treat recurring feedback as a signal for process or behaviour change.
Performance Monitoring
Supplier access based on continuing suitability—not onboarding alone.
Black Fleet London may monitor supplier performance using compliance records, operational outcomes, passenger feedback, complaints, incident history and corrective-action completion.
Whether accepted assignments remain properly covered.
Punctual arrival and timely escalation of delay.
Accuracy, validity and suitability of vehicle documentation.
Responsiveness, status accuracy and operational cooperation.
Relevant compliments, complaints and service themes.
The number and reasons for post-acceptance replacements.
Safety, conduct, compliance and data incidents.
Cooperation, completion and effectiveness of required improvements.
Timely renewal, accurate submission and prompt disclosure of changes.
Breach and Corrective Action
Proportionate action to protect passengers and service integrity.
A breach of this Code may result in corrective instruction, temporary allocation restriction, additional evidence requirements, suspension or termination of the supplier relationship.
Serious safety, dishonesty, licensing, confidentiality or safeguarding concerns may require immediate restriction while the matter is reviewed.
Corrective measures may include
- Written clarification or improvement instruction
- Document resubmission or enhanced verification
- Temporary assignment restriction
- Removal of a vehicle or individual from eligibility
- Additional monitoring or probation
- Suspension or termination of the relationship
- Referral to a client, insurer, regulator or authority where appropriate
Raising a Concern
Suppliers are expected to speak up about serious wrongdoing.
Concerns involving safety, unlawful conduct, bribery, exploitation, falsified records, discrimination, data misuse or environmental harm should be raised without unnecessary delay.
Black Fleet London does not tolerate retaliation against a person who raises a genuine concern responsibly.
Reporting principles
- Report factual information through the appropriate route
- Identify immediate passenger or public risk
- Preserve relevant information and records
- Do not confront suspected offenders where unsafe
- Maintain appropriate confidentiality
- Cooperate with proportionate investigation
- Report suspected retaliation immediately
Emergency situations
Where there is immediate danger, serious injury, suspected crime or urgent safeguarding risk, suppliers should contact the appropriate emergency service before routine internal reporting.
Roles and Accountability
Clear ownership across Black Fleet London and its supply network.
01
Black Fleet London Director
Approves the Code, oversees significant supplier risks and determines material corrective or contractual action.
02
Operations and administration
Apply onboarding, allocation, information-sharing, monitoring and escalation controls.
03
Supplier leadership
Ensure relevant personnel understand this Code and that compliance information remains accurate.
04
Every service participant
Follow confirmed instructions, protect passengers and report any risk or breach promptly.
Supplier Acknowledgement
Acceptance of assignments confirms applicable compliance
Suppliers are expected to review this Code and ensure that relevant personnel understand the requirements applying to their role.
Black Fleet London may request formal acknowledgement, supporting policies or proportionate evidence during onboarding, renewal, tender response or performance review.
Continuing Duty to Disclose
Material changes must be reported
Suppliers must disclose material changes affecting licensing, insurance, ownership, key personnel, vehicle eligibility, information security, financial integrity or ability to deliver services.
Black Fleet London may review continued suitability following any material change.
Client trust is shared responsibility
The Black Fleet London name must never be used to justify lower standards. Every supplier representing the service contributes directly to the confidence clients place in the company.
Related Governance
One connected framework for responsible service delivery.
Quality Management Policy
Service standards, performance monitoring, complaints and continual improvement.
Information Security Policy
Account security, confidentiality, incident reporting and controlled access.
Anti-Bribery and Corruption Policy
Transparent commercial conduct and controls against improper influence.
Modern Slavery Statement
Human dignity, responsible working and anti-exploitation commitments.
Environmental Management Policy
Vehicle emissions, journey efficiency, waste and responsible procurement.
Whistleblowing Policy
Protected routes for reporting serious wrongdoing and compliance risk.
Supplier and Procurement Enquiries
Interested in supporting the Black Fleet London standard?
Licensed operators and professional suppliers may contact Black Fleet London regarding onboarding, service requirements, due diligence, corporate procurement or supporting documentation.