For your safety and ours, all our vehicles are fitted with internal and external video and audio recording equipment. This is considered best practice in the private hire and professional driving industries.

If you require a short period of privacy for a sensitive personal or business call, the driver may, at their sole discretion, temporarily disable audio recording during your call. Video recording will remain active at all times for ongoing safety and security.

Please note that we may be unable to investigate complaints related to verbal conduct during times when audio recording was suspended.

The driver will resume audio recording when:

• The call clearly ends;

• You indicate the private call has finished;

• You initiate conversation with the driver;

• You say or do anything threatening, inappropriate, or potentially illegal.

In such cases, audio recording may remain active for the rest of the journey regardless of further requests, and serious issues may be reported to the relevant authorities.

Recordings are kept for 28 to 35 days unless an incident is reported by the driver or passenger. In such cases, footage will be retained until all matters are resolved. If police or legal authorities request the footage, it may be stored indefinitely until no longer required, by both us and the authorities. This range is to accommodate both the recommended 28 days, and allow us to have a set day each week to deal with the deletion of expiring data/recordings.

Any recording related to a complaint may be kept for up to 6 years for general complaints, or up to 10 years for serious complaints (involving criminal allegations or safeguarding concerns). In most cases, if a complaint is settled, we will keep the recording for no longer than 1 year, however we may keep it for the 6/10 year timeline if there is believed to be a need for it, such as a chance of a continuation.

Recordings linked to banned customers may be retained indefinitely where necessary to protect our staff, defend against legal action, or respond to future discrimination claims. These are reviewed periodically to ensure continued relevance.

All recordings are securely stored and accessible only to our office team. If you need access to footage from your journey, it can be provided under the following conditions:

• You or anyone associated with you were directly involved and not acting in breach of our terms (e.g. threatening or abusive conduct);

• You provide a suitable storage device for the file;

• You sign a non-disclosure agreement confirming it will only be used for the stated legal, insurance, or safety-related purpose (e.g. to share with police, legal teams, insurers);

• Access will be considered where a relevant and lawful reason is provided, such as part of an active complaint, legal investigation, or safety concern. Note that safety concerns regarding other vehicles or people external to us, will be treated as an active complaint internally. This is outlined in our ####complaints procedure.

You may request the recording of your travel be deleted from our system before the usual deletion time, provided you or anyone associated with you were not acting in breach of our terms, and you waive any rights to raise a complaint about your travel with us. To make this request, please email compliance@wright-travel.co.uk with your details (name, pick-up location, drop-off location, date and time). You are under no obligation to provide a reason for your request. We will process your deletion request within 72 hours of receiving your email.

If we determine that you do not qualify for early deletion (due to a breach of our guidelines), we will reply to you explaining the situation, outlining the details of the complaint, and providing instructions on your next steps.

For GDPR purposes, this policy is part of our standard customer terms, and by booking with us, you agree to the use of recording for lawful and safety-related purposes.

For our GDPR compliance policy, click here