Crownul is committed to providing safe, respectful and professionally managed passenger transport. Safeguarding is particularly important in our school, SEND, local-authority and vulnerable-passenger services.

Crownul places passenger safety, welfare and dignity at the centre of its transport operations. We expect our employees, licensed drivers, Passenger Assistants/escorts, contractors and, where permitted, approved subcontractors to act professionally, maintain appropriate boundaries and report safeguarding concerns promptly.

Before personnel are assigned to relevant school, SEND or vulnerable-passenger services, Crownul verifies the applicable licensing, vetting, safeguarding, training and competency requirements. Enhanced DBS and barred-list checks are obtained or verified where the role is legally eligible and/or where required by the commissioning authority. Personnel are not assigned until the applicable requirements for the service have been satisfied.

Before a relevant service begins, Crownul reviews the information supplied by the commissioning authority or other authorised party that is necessary for safe transport. This may include collection and handover arrangements, mobility or sensory needs, communication requirements, anxiety or behavioural needs, accessibility requirements and known journey risks. Information is shared only with authorised personnel on a need-to-know basis.

Drivers and Passenger Assistants must follow agreed collection, supervision and handover arrangements. A child or vulnerable passenger who requires supervised handover will not be knowingly left unattended or released contrary to authorised arrangements. Any difficulty completing a safe handover is escalated through Crownul operations and the agreed service procedure.

We expect calm, patient and respectful communication. Some passengers may experience anxiety or distress because of unfamiliar people, vehicles, sensory factors, delays or changes in routine. Personnel are expected to follow relevant passenger guidance, avoid unnecessary confrontation and seek support where a situation cannot be managed safely. Where practicable, continuity of personnel may be used to support familiarity and reassurance.

Personnel are not expected to investigate safeguarding concerns. If a disclosure is made or a concern arises, they should protect immediate safety, listen appropriately, record relevant facts and report the matter promptly through the agreed safeguarding route. Where someone is in immediate danger or requires urgent assistance, emergency services will be contacted as appropriate.

Safeguarding and passenger information is handled securely and shared only where there is a lawful and necessary reason. Crownul applies UK GDPR and Data Protection Act 2018 principles, including data minimisation, restricted access and appropriate record keeping. Information may be shared with authorised safeguarding bodies or emergency services where necessary to protect a person from harm.

For commissioned school, SEND and vulnerable-passenger services, Crownul works to the safeguarding, transport and reporting requirements specified by the relevant contracting authority, school or authorised organisation. Where a contract imposes additional requirements, these are incorporated into the service arrangements.

Safeguarding incidents, complaints, concerns and operational feedback are reviewed so that appropriate corrective action, additional briefing, training or service improvements can be implemented. Crownul reviews its safeguarding policy at least annually and sooner where material legal, contractual or operational changes require it.

This policy should be read alongside Crownul's Health & Safety, Equality & Inclusion, Privacy/Data Protection and relevant recruitment/vetting policies.

CROWNUL LTD | Company No. 16341589 | TfL Private Hire Operator Licence No. 11724

Effective: 1 September 2026 | Review: at least annually