Do you undertake checks on volunteer drivers?

We take up references on all our volunteers (drivers and coordinators).  They are also subject to Enhanced DBS checks.  Our Safer Recruitment policy is attached to this webpage.

Are your drivers insured?

Yes.  Driving is covered by the driver's own car insurance policy and we have the benefit of public liability and employers' liability insurance provided through Good Neighbours Network.

Can I bring a companion with me?

Yes.  If you want to bring a companion or need the assistance of an accompanying carer, they will be welcome.  It is helpful to make this clear at the time of booking.

If you need to be accompanied by a service dog, you must make this clear at the time of booking as not all our drivers will accept dogs in their car.  

Can I make a booking for a child or young person (under 18)?

Yes, but our Safeguarding Policy requires that they be accompanied by a responsible adult.

If a child requires a special car seat it will be the responsibility of the accompanying adult to provide and fit this.

Will your driver stay with me at the hospital?

Our drivers will usually be prepared to escort you to the relevant department for your appointment (once they have parked the car) but it is at the driver's discretion whether they remain with you in the waiting area.  Our drivers will not, though, accompany you to your private medical appointment.

I need to use a mobility aid - is that OK?

Yes, provided the driver can put it into, and take it out of, their car.  Walking frames and folding wheelchairs are usually OK but we must know about this when the drive is booked.  This is to to ensure we allocate a driver who has a suitable vehicle and who is able to lift the walking aid.  Please note that if you use a wheelchair you must either be able to transfer to it and operate it unaided or be accompanied by a carer who can provide this assistance.  Our drivers are not trained carers.

Please refer to our separate notes on use of mobility aids.

I use a motorised wheelchair - is that OK?

Unfortunately we have no access to vehicles adapted to transport motorised wheelchairs.  There are commercial firms locally who may be able to assist you.

Can I offer the driver a tip to recognise their help?

No.  Our drivers can't accept a tip as it may invalidate their insurance.  We understand that you may want good service to be recognised and we suggest that you do this by giving feedback to our coordinators and maybe donating a little more than suggested.  We hold an annual lunch for our volunteers as a collective "thank you".

How do I give feedback about my drive?

We welcome your feedback, whether it's praise or something we need to investigate or improve.  Use the Contact link on this website.  You can find our Complaints Handling policy attached to this webpage.