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Carlone Code of Conduct

Mission Statement

Carlone Limited is committed to delivering a high standard service to our customers. We aim to use local people to help serve our local community and encourage them to use public transport. This not only helps with environmental issues but helps our company grow. We continually look for ways of improvement and encourage any comments good or bad to help us always achieve a better service to help with our future success. The code of conduct is important in driving the right behaviours to ensure we conduct all of our activities with honestly, integrity and according to the highest ethical and legal standards.

Carlone persistently aim's to:

  • Go beyond the needs and expectations of all our customers
  • Welcome new ideas and innovation to always stay on top of our competitors
  • Encourage our staff to maximise their potential and gain further training
  • Create incentives for staff to gain greater performance
  • Always be thoughtful of our environment
  • Follow all health and safety rules and condition

Responsibilities in Law

We fully operate to all relevant laws and regulations within our industry. Our Directors and Managers are expected to understand how these laws and regulations affect their work and responsibilities and keep up to date with any changes and act in accordance to these laws and regulations

Equal opportunities

Carlone is committed to provide a fair working environment for our employees. We shall never discriminate against race, gender, sexual orientation, age or disability and we will treat all individuals fairly and respectfully. Our process for employing our staff follows strict criteria which is set out in our Recruitment and Employee Selection Process* and is based on the individuals’ skills and proven performance.  

Carlone recognises the fundamental civil, political, economic and social human rights and freedoms of every individual and works hard to ensure this is reflected in our business.

*A copy of our Recruitment and Employee Selection process can be sent upon request

Health and Safety

High standards of safety are Carlone's primary concern. We strictly adhere to legislative regulations and follow all and operate all our policies in every aspect of our work. All our employee's receive health and safety training and are urged to report any concerns immediately.

Our Policies Cover:*

  • The Health and Safety Act
  • Provision and Use of Work Equipment Regulations
  • The Road Traffic Act 1988
  • Workplace Regulations
  • Management of Health and Safety Work Regulations
  • Road Vehicles (construction and use) Regulations
  • Risk assessments

*A ​copy of our work related road safety policy is available upon request

Employees Conduct and Standards

All Carlone staff shall conduct themselves in a professional and considerate manner at all times and always adhere to their responsibilities and tasks.

Every member of our staff is entitled to a ‘private life’ however this must not engage in any activity that could represent a conflict between their personal affairs and that of the companies. Carlone Staff may from time to time come into contact with confidential information during there working day. This information must be kept in full confidence and must solely be used for the purpose of carrying out their duties.

Our Drivers

We impress on our drivers during their initial induction period with us that they are the ones who create that all important first impression, and who make our reputation a reality. Every driver is expected to be a true professional in appearance, driving skill and courtesy and take exceptional pride and care in looking after their ‘own’ vehicle.

Social Media

It is possible you may use social media for work purposes (e.g. LinkedIn) or for personal use outside of work (e.g. social networking sites such as Facebook and Youtube or discussion forums). Any social media use should be respectful to Carlone Limited and its customers, its employees, practices and associated companies.

When using social media you must not disclose confidential information (including price sensitive information). You should also be mindful of protecting yourself and your own privacy

Our Vehicles

Our fleet of vehicles comprises of a mixture of 8 through to 25 seats.

  • All Carlones vehicles are fitted with lap belts
  • All vehicles are maintained to the highest standard to ensure your journey is undertaken safely and comfortably

Breakdowns and Delays

Whilst we aim to fulfil the requirements of all our customers, circumstances beyond our control may cause our service to be delayed.

Obviously we are unable to control traffic conditions and will do our utmost to route your vehicle away from a particularly congested area to ensure minimal delay. In the event our vehicle suffers a breakdown we have technicians on-call in and around London to offer advice to the driver or attend the vehicle to effect a speedy repair. Should your vehicle be unable to carry on with the journey we undertake to provide a replacement vehicle to minimise the inconvenience to passengers.

*A copy of our accident procedure policy is available upon request

Complaints Procedure

Should you have cause to complain about any part of the service you receive from Carlone, you should put your complaint in writing and address it to

Carlone Limited, 12 Ferry Lane, Wraysbury, Staines upon Thames, Middlesex TW19 6HG

You will receive a response as soon as the complaint has been investigated.

*A Copy of our complaints procedure policy is available upon request

Environment Issues

Carlone will run efficient operations that minimise waste and help reduce our carbon footprint and continue to look for new ways to help us reduce our impact on the environment.

All employees are required to comply with all Carlone policies

  • Complaints handling procedure
  • Work related road safety policy
  • Customer care policy
  • Equality Policy
  • Health and Safety Policy
  • Accident procedure
  • Employment and recruitment policy
  • Child protection and safeguarding policy
  • Vehicle breakdown procedure

*Policies available on request


Carlone Limited will ensure that the policy meets current standards (legal and other), monitor progress against key performance indicators, identify opportunities for improvement, and carry out regular audits and spot checks. Shall carry out spot checks to verify Line Managers and Drivers are adhering to all our policies and processes.