Privacy Policy

Privacy Policy Friendly Cab Ltd

1. Introduction

Friendly Cab Ltd ("we", "us", or "our") is committed to protecting your personal data in accordance with the UK GDPR and Data Protection Act 2018. This policy outlines how we collect, use, and safeguard your information when you:

  • Book journeys via phone, app, website, or in person at our office.
  • Interact with our drivers or customer service team.

2. Information We Collect

Personal Data

We process:

  • Contact Details: Name, phone number, email (for account holders).
  • Journey Information: Pickup/drop-off locations, time/date, fare.
  • Special Requirements: Wheelchair access, child seats, or other requests.
  • Technical Data: IP address, device type (when using our app/website).

Sensitive Data

  • Health Data: Only with explicit consent (e.g., mobility assistance needs).

3. How We Use Your Data

Purpose Legal Basis Examples

Service Provision Contractual Necessity Booking fulfilment, driver dispatch

Payment Processing Legal Obligation Secure transaction handling

Customer Support Legitimate Interest Resolving complaints or queries

Regulatory Compliance Legal Obligation PHV licensing (2-year record retention)

4. Data Sharing & Third Parties

We disclose minimal information to:

  • Drivers: Name, contact number, and pickup location only.
  • Payment Processors: PCI-compliant providers (no card storage).
  • Authorities: When legally required (e.g., licensing audits).

Note: We use industry-standard dispatch software with encrypted data storage.

5. Data Security

We implement:

  • Technical Measures: Encryption (TLS/SSL), secure cloud backups.
  • Organizational Controls: Staff training, restricted data access.
  • Driver Protocols: GDPR-compliant handling of customer information.

6. Your Rights

Under UK law, you may:

  • Request access to your personal data.
  • Correct inaccuracies or request deletion (where applicable).
  • Withdraw consent (e.g., location tracking via app).
  • Lodge a complaint with the ICO (www.ico.org.uk).

To exercise these rights:

Email:

Phone:

Address: 41 Queenwood, Cardiff

7. Lost Property Procedure

Reporting Lost Items

  • Contact: Call 02920 777888 (24/7) or visit our office.
  • Verification: Provide booking details and item description.

Retention & Disposal

  • Valuables: 3 months (e.g., phones, wallets).
  • Non-valuables: 1 month (e.g., clothing).
  • Perishables: 48 hours.

Unclaimed items are donated to local charities.

8. Complaints Handling

Submission

  • Methods: Phone (Option 2), email (complaints@friendlycab.co.uk), or in writing.
  • Required Details: Booking reference, incident description, contact preference.

Process

  • 1. Acknowledgment: Within 24 hours
  • 2. Investigation: Completed within 7 working days.
  • 3. Resolution: Written response with findings.

Escalation: Unresolved issues may be referred to Cardiff Council’s Licensing Team.

9. Policy Updates

We review this policy annually. Significant changes will be:

  • Posted on our website.
  • Communicated via email (for registered users).

Previous versions are available on request.

10. Contact Information

Data Protection Officer

Friendly Cab Ltd

41 Queenwood, Cardiff, CF23 9LE

02920 777888 | dpo@friendlycab.co.uk