Policies, complaints and accessibility

Safeguarding statement

Every child we transport has the right to be safe. Our safeguarding policy follows Keeping Children Safe in Education and the London Safeguarding Children Procedures. We have a designated safeguarding lead, every member of staff is trained to recognise and report concerns, and every concern is reported the same day to the right local authority team.

To report a safeguarding concern about a child on one of our routes, email [email protected] or call 07356 017205. If a child is in immediate danger, call 999.

Complaints procedure

If something isn't right, we want to know so we can put it right.

1. Tell us. Email [email protected] with what happened, the route and the date. You can also ask the school or council to pass it on.
2. We acknowledge it within 2 working days, and tell you who is looking into it.
3. We investigate and reply in writing within 10 working days, explaining what we found and what we'll change.
4. If you're still unhappy, a director reviews it and replies within a further 10 working days.

If your child's transport is arranged by a council, you can also complain to the council's travel assistance team at any time. Complaints about safety are never used against a child's place on a route.

Accessibility statement

We want everyone to be able to use this website, including people who use screen readers, keyboard navigation or magnification. The site is designed to meet the Web Content Accessibility Guidelines (WCAG) 2.2 at level AA:

• Text uses Atkinson Hyperlegible and Lexend, typefaces designed for readability, at a comfortable size with strong colour contrast
• Every page works with a keyboard, with a visible focus outline and a link to skip to the main content
• Forms have clear labels and error messages that explain how to fix them
• Animations stop if your device is set to reduce motion

If you find anything hard to use, or need information in another format, email [email protected] and we'll reply within 5 working days.

Documents for councils and schools

We send these to commissioning teams on request:

• Safeguarding policy and incident reporting procedure
• Complaints procedure
• Recruitment, vetting and DBS policy
• Staff training matrix
• Vehicle maintenance and inspection schedule
• Insurance certificates
• Data protection policy
• Equality, diversity and inclusion policy
• Business continuity plan

Email [email protected].